Genesys Cloud - Main

Hi All,

Hope you are all well?

I wanted to give some feedback on Genesys Co-pilot.

I have been attempting to setup SCIM onboarding and Genesys Co-Pilot has really help me out  with the knowledge base and giving me step by step guides as well as helping me diagnose what the issue I was coming up against were.

One thing I did find frustration was that co-pilot seemed to freeze Genesys cloud when I was using it . for example I have the OAuth open Click on Co Pilot as another question . then clicked back on the main page and could click or type in any of the dialogue boxes without refreshing anything. 

Is this something anyone else has found or is it just a me thing ?

Cheers 

#AICopilot(Agent,Supervisor,Admin)

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Tom Corsi
Senior Technical EUC Specialist
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Hi Tom,

Glad to hear it is helping you out with some issues. With regards to the freeze, I haven't experienced that or seen any other feedback relating to this, but it will be interesting to see if others in the community have experienced this.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hello, @Tom Corsi.

I did some tests in two different regions, US East and SAE, but I was not able to reproduce the issue.

You can try clearing your browser cache and cookies to see if that helps.

If the error persists, I would recommend collecting browser console logs and network logs while reproducing the problem. That should help identify whether there is any front-end error, blocked request, or timeout occurring when Co-Pilot is opened.

If needed, you can share those logs with Genesys Customer Care through a support ticket, so they can check if there is any known issue or behavior related to Co-Pilot freezing the UI in that scenario.

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Arthur Pereira Reinoldes
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Hi Tom,

We have seen similar behavior occasionally, especially when Co-Pilot is open alongside heavier admin workflows such as:

• OAuth configuration
• SCIM provisioning setup
• Admin pages with many dynamic components
• long-running API/UI requests

From what we observed, it does not necessarily look like a SCIM-specific issue, but more like a browser/UI resource contention scenario between the embedded Co-Pilot experience and certain Genesys Cloud admin pages.

A few things that helped during troubleshooting:

• testing in an incognito/private session
• disabling browser extensions temporarily
• testing another browser profile
• checking browser console logs/dev tools for UI errors
• validating if the issue happens only when Co-Pilot is docked/open
• monitoring memory/CPU spikes in the browser tab

We also noticed the behavior tends to appear more frequently when:

• multiple admin tabs are open
• the org has many active integrations/extensions
• long conversations/history are kept in the Co-Pilot pane
• the browser session has been active for a long time

One thing worth mentioning from the Copilot architecture side:
Genesys Cloud Copilot heavily relies on contextual UI rendering and live interaction with Knowledge/AI services, so some admin pages with complex frontend rendering can occasionally become less responsive depending on browser state and client-side resources.

I would probably recommend gathering:

• browser console logs
• HAR/network trace
• timestamp/session details

and opening a Genesys Care case if the freezing is reproducible consistently.

The console logs article is useful here:
Gather Console Logs

And the Copilot overview:
About Genesys Cloud Copilot

So far, I would not consider this expected behavior, especially if the UI becomes completely non-interactive without refresh.

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Gabriel Garcia
NA
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Thanks @Samuel Jillard , @Arthur Pereira Reinoldes and @Gabriel Garcia, 

I have tried again to replicate the issue haven't been able to . I know for a fact I had 2-3 other tabs open within Genesys which contained the Co pilot as well.
If I replicate it again I will get Console and Network logs.

The information Is great its helped me so much with setting up the SCIM onboarding. Using it again today to help me diagnose why it initially not working.

Did you guys notice as well when asking for information on things aka like can you list the number of unassigned web phones I have ( I was testing to see if it could assign Webphones for me ) It seems to be limited to the view you have setup ? AKA if you can only see 25 items per page it will only look at the 25 items on the first page , Is there any way round this ? 

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Tom Corsi
Senior Technical EUC Specialist
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