Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Copilot License Assignment for Agents in Enabled Queues

    Posted 04-24-2025 13:53
    Edited by Ramsha Shaikh 04-24-2025 13:54
    No replies, thread closed.

    Hi All,

    With the latest Genesys release earlier this week, there's an update regarding Agent Copilot assignment:

    Previously, Copilot could only be assigned at the queue level, but now Genesys has introduced a feature that allows Copilot assignment at the individual agent/ queue member level. This means we can assign Copilot to specific agents or queue members within a queue.

    You can read more about this update here

    However, we've noticed that there are agents within Copilot-enabled queues don't have the Copilot license assigned, possibly due to new hires or license assignment misses.

    Question:
    Is there any API or automation approach available to:

    • Identify agents who are part of Copilot-enabled queues but do not have the Copilot license assigned?

    • Automatically assign the relevant license to them?

    Doing this manually is time-consuming, as we have to go in and check every queue member who are missing Agent Copilot License, any guidance on automating this process would be greatly appreciated.

    Thanks in advance!


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Ramsha Shaikh
    Telecom/AI Engineer
    ------------------------------



  • 2.  RE: Copilot License Assignment for Agents in Enabled Queues
    Best Answer

    Posted 04-24-2025 14:21
    No replies, thread closed.

    Hello Ramsha,

    You could pull a list of the users in those queues, and check their licenses via API. I've got two of those API calls down below, but I would recommend checking out the API Explorer if you have not done so already.

    https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-routing-queues--queueId--members
    https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-license-users



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Copilot License Assignment for Agents in Enabled Queues

    Posted 04-25-2025 00:32
    Edited by Ramsha Shaikh 04-25-2025 00:35
    No replies, thread closed.

    Thanks for the reply, I will try these/



    ------------------------------
    Ramsha Shaikh

    Newfold Digital
    ------------------------------

    Original Message


Related Content