Genesys Cloud - Main

Hi, I can see that Agent CoPilot is available for CX1 orgs however it is not clear to me what if any additional licenses are also required? i.e does CX1 + Agent CoPilot alone enable transcription of voice calls without requiring STA or WEM add ons? I see CoPilot has a transcription fair use allowance that suggests simply enabling CoPilot will in effect transcribe configured voice queues. Has anyone had experience activating Agent CoPilot with CX1 and can confirm if transcription is then activated?

Hello Ashley,

Yes, CX1 + Agent Copilot alone does enable transcription of voice calls without requiring additional STA or WEM add-ons. Agent Copilot Add-on comes with 1,500 fair use minutes of Voice transcription included.