Genesys Cloud - Main

I am currently deploying Copilot for a customer and they have requested a POC with a number of users however the users are on different queues. If I apply copilot to the  the small numbers of users from 2 of the queues will EVERYONE who is on that queue get to use copilot even if I don't add the Agent Copilot Role to those who are not taking part in the POC ?. And what if any are the cost implications ?.

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
richard craig
------------------------------

Hello Richard, 

The agents that have the Copilot role and permissions should be the only ones that get the copilot. As for cost implications this would need to be discussed with your CSM. 

Cheers, 

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

Hi Richard, definitely talk to your Genesys CSM.  I've discovered recently that the wording in the UI and Resource Centre is a bit misleading.  While it implies that EVERYBODY on a queue with copilot attached could be billed, that's not necessarily the case.  From what I'm gathering the billing is still based on the people who have the agent copilot role - and specifically the view permission for the widget.  What has been part of the issue has been the transcription part of this and if your org isn't GC3 which includes transcription.  Some change is coming around this bit in the upcoming weeks.

Your CSM should be able to explain this clearer to you, but essentially you can still put copilot onto a queue but limit who gets copilot based on the agent role.

------------------------------
Vaun McCarthy
------------------------------