Genesys Cloud - Main

Good morning -

We are piloting Agent CoPilot, and I'm wondering if there's a better way to assess effectiveness than reviewing screen interactions? Such as some kind of reporting indicating which knowledge articles are getting hit, what is triggering the hit, etc? Any other reporting available that's even tangentially related?

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Rob Eckert
AVP
------------------------------

Hello Rob, 

This might be something you can pull with the /api/v2/assistants/{assistantId}/copilot endpoint. I can't really think of anything else out of box we have. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Beside the API access, I am on same boat to know beside Agent copilot call summary view in agent ACW window, can this be reviewed by supervisor or QA folks post call?

------------------------------
Kevin Chen
Senior Network Administrator
------------------------------

Original Message:
Sent: 12-04-2024 10:42
From: Cameron Tomlin
Subject: Agent CoPilot - Reporting?

Hello Rob, 

This might be something you can pull with the /api/v2/assistants/{assistantId}/copilot endpoint. I can't really think of anything else out of box we have. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------