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  • 1.  Copilot and filters

    Posted 03-20-2025 11:52
    No replies, thread closed.

    Hello.


    We're just starting to use Copilot for agents in Genesys.

    We've seen that you can apply filters by category and labels.

    https://help.mypurecloud.com/articles/create-a-new-genesys-agent-copilot/

    But when creating the Copilot and selecting the knowledge base, it does not give us this option.

    Do you know where that option is?

    It's important to us because in our knowledge base we have articles about agents and bots divided by categories and labels.

    thank you


    #Unsure/Other

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    Juan Carlos Fernandez
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  • 2.  RE: Copilot and filters
    Best Answer

    Posted 03-20-2025 16:56
    No replies, thread closed.

    Hello Juan,

    I was looking at that Resource Center article that you linked and I see the following:

     Feature coming soon. The feature Agent Copilot: Greater Admin and Agent Experience release is temporarily disabled.

    It looks like some parts of this have been temporarily delayed. I can see that this Idea is still currently listed as In Development. It looks like they rolled back the changes last week so hopefully they will re-release the feature soon.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Copilot and filters

    Posted 03-20-2025 22:45
    No replies, thread closed.

    Hi Juan, it's a bit misleading, especially some of the ideas marked as "in development" when there are some that are already delivered.  The ideas portal has a few.... deficiencies...

    Before this got rolled back, I think the filter/category stuff they refer to is actually configured on the Rules tab of the Pilot configuration.  You have the default rule for searching knowledge base.  I believe the option was there to edit that and select the categories within this KB.



    ------------------------------
    Vaun McCarthy
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  • 4.  RE: Copilot and filters

    Posted 03-21-2025 03:53
    No replies, thread closed.

    Hello
    Thanks for your response.

    I tried using the resources tab, but it only lets me access items by item.

    It's very difficult to do this, given that we have so many articles.

    Thanks and I appreciate any input.

    I'll continue investigating.



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    Juan Carlos Fernandez
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    Original Message


  • 5.  RE: Copilot and filters

    Posted 03-21-2025 03:56
    No replies, thread closed.
    The default rule is the one I believe you need but the feature is rolled back.


    Sensitivity Label: General




    Original Message


  • 6.  RE: Copilot and filters

    Posted 03-21-2025 04:14
    Edited by Juan Carlos Fernandez 03-21-2025 04:14
    No replies, thread closed.

    First of all, thank you for your help.

    But the default rule won't let me edit it.

    Could you explain how to do it?



    ------------------------------
    Juan Carlos Fernandez
    ------------------------------

    Original Message


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