Great addition - it's definitely an interesting and valuable view 👍
That said, we still see some opportunities to go deeper. While investigating the data behind the Genesys UI, we identified the Copilot metrics coming from an aggregate query API, which allowed us to build a customized view by queue, agent, and even interaction level.
This level of detail was essential for us to really understand adoption and impact, and to drive targeted improvements in our Copilot implementation.
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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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Original Message:
Sent: 05-30-2025 12:23
From: Lindsey Ray Bonanni
Subject: Copilot Dashboard
Hello WEMers,
We've added a new dashboard to help your supervisors better understand how the Agent Copilot is being used across your contact center.
The Agent Copilot Dashboard provides real-time visibility into adoption, usage, and impact. You can see metrics like how often agents are using the copilot, how it's affecting handle time and after-call work, and where it's making the most difference across queues and media types.
It's available now in your analytics workspace, no setup needed.
We'd love to hear how it's working for you, and what insights you're finding. Read more on the dashboard on this blog post!
#Reports
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Lindsey Ray Bonanni
Director, Product Marketing
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