Genesys Casual

Hi everyone,

I would like to share a suggestion that I believe could be very useful for teams using Agent Copilot and Knowledge in Genesys Cloud.

Today, it would be very valuable to have a native screen in Genesys Cloud showing how agents are interacting with Knowledge articles during their conversations.

For example, a view where we could easily understand:

• Which articles are being suggested to agents
• Which articles are actually opened or used
• Which articles receive positive or negative feedback
• Which agents are engaging more with Knowledge
• Which articles may need to be reviewed or improved

This kind of visibility would help Knowledge managers and operations teams understand if the Knowledge Base is really supporting agents in the right way.

It would also help answer important questions such as:

Are agents using the suggested content?

Are the right articles being surfaced?

Which articles are useful in real conversations?

Where should we focus our Knowledge Base improvement efforts?

I know some of this information can be obtained through APIs and custom reporting, but having this available as a native Genesys Cloud view would make the process much easier and more accessible for business users.

I hope this is something Genesys may consider for the future, especially as Agent Copilot and Knowledge become more important in daily contact center operations.

Good idea Gustavo!

Hi Gustavo,

Great idea. I fully agree that this kind of native visibility would be very valuable.

As Agent Copilot and Knowledge usage grows, teams need an easier way to understand which articles are being suggested, used, and rated by agents during real conversations.

This would help measure adoption, identify content gaps, improve article quality, and make Knowledge Base optimization much more actionable for business users.

APIs and custom reports are useful, but having this directly in Genesys Cloud would make a big difference.

Thanks for sharing this suggestion!

I agree with you, Gustavo!

This would help managers monitor adherence to Copilot usage. I feel that one of the biggest challenges in implementing Copilot is the cultural change within the operation.
Having this information readily available would greatly help operations identify and support the groups that need assistance.

I completely support this idea.

Having a native view that shows how agents interact with Knowledge articles would provide valuable insights into adoption, article effectiveness, and content gaps.

It would be especially useful to understand which suggested articles are actually being opened and used, as well as how Knowledge engagement impacts operational metrics such as AHT, FCR, and CSAT.

This would make Knowledge optimization much easier without requiring custom reporting or API development.

Hello, @Gustavo Nogueira

I completely agree with this suggestion.

Having a native view for Agent Copilot and Knowledge usage would be very valuable, especially for Knowledge managers and operations teams. It would make it much easier to understand which articles are being suggested, which ones agents are actually opening, and which content may need improvement.

For me, this kind of visibility is important because Agent Copilot is not only about giving suggestions during the interaction. We also need to understand if those suggestions are useful in real conversations and if agents are really engaging with the content.

I also think this is a gap when we look at optimization. It is difficult to improve Knowledge Base content and Copilot configuration when the available native views do not clearly show how Copilot and Knowledge are being used by agents.

APIs and custom reports can help, but a native Genesys Cloud view would make this much easier for business users and would help teams continuously improve their Knowledge strategy.

Hi Gu!

That's a great idea and it will certainly be very useful.

I completely agree with this suggestion.

Having a native view in Genesys Cloud to track how agents interact with Knowledge articles would be extremely valuable for both Knowledge managers and operations teams.

In my experience, one of the biggest challenges when implementing Agent Copilot is driving adoption and cultural change within the operation. Having this type of information easily available would help managers understand whether agents are actually using the suggested content, identify which teams may need additional support, and prioritize improvements in the Knowledge Base based on real usage.

Although APIs and custom reports can provide part of this visibility, a native and business-friendly screen would make the process much easier, faster, and more accessible for teams that are not technical.

This would definitely help organizations get more value from Agent Copilot and Knowledge in their daily operations.