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  • 1.  Agent copilot performance by agent

    Posted 08-13-2025 10:07
    No replies, thread closed.

    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!


    #AnalyticsAPI
    #Dashboards
    #Metrics
    #PerformanceViews

    ------------------------------
    Harry Patel
    Support Center Manager
    ------------------------------


  • 2.  RE: Agent copilot performance by agent
    Best Answer

    Posted 08-14-2025 04:22
    No replies, thread closed.

    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



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Agent copilot performance by agent

    Posted 08-14-2025 11:26
    No replies, thread closed.

    thank you Samuel for your response. I will review those on idea portal. 



    ------------------------------
    Harry Patel
    Support Center Supervisor
    ------------------------------

    Original Message


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