Genesys Cloud - Main

Hello, 

We're currently leveraging the Copilot Performance Dashboard to monitor agent copilot usage, and while we can filter by agent, we've noticed that the data isn't downloadable. We're looking to track Copilot utilization more closely to ensure adherence and would like to know:

• Are there any plans to make Copilot usage data exportable or available in a report format?
• Is there an alternative method to track agent-level Copilot usage outside of the dashboard?

Additionally, we've observed that the Empathy Score is only visible within the Interaction View. Is there any roadmap or consideration to include Empathy Score in the Agent Performance view for broader reporting and coaching purposes?

Thanks in advance for any insights or updates!

Hi Harry,

There is not currently a way to export the Agent Copilot Performance view from the UI.  There is an idea Reporting options for Copilot that is looking into ideas around reporting options for the Agent Copilot and I would definitely add you use case to this for consideration.

There is also an idea for Allow aggregate Agent Empathy score by agent or by team (or division) which would allow the empathy scores to be displayed in Agent Performance views

Hello, 

We're currently leveraging the Copilot Performance Dashboard to monitor agent copilot usage, and while we can filter by agent, we've noticed that the data isn't downloadable. We're looking to track Copilot utilization more closely to ensure adherence and would like to know:

• Are there any plans to make Copilot usage data exportable or available in a report format?
• Is there an alternative method to track agent-level Copilot usage outside of the dashboard?

Additionally, we've observed that the Empathy Score is only visible within the Interaction View. Is there any roadmap or consideration to include Empathy Score in the Agent Performance view for broader reporting and coaching purposes?

Thanks in advance for any insights or updates!