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  • 1.  New Genesys Cloud Copilot usage analytics are coming

    Posted 20 days ago

    Genesys has announced a future new usage analytics dashboard for Genesys Cloud Copilot.

    The new dashboard will help administrators better understand how Copilot is being used across the organization, including active users, messages, sessions, individual user activity, and usage trends over time.

    It will also provide visibility into the most frequently used Copilot AI Agents and tools, helping organizations identify adoption patterns, training opportunities, and the capabilities that deliver the most value.

    This looks like a valuable improvement for teams that want to measure Copilot adoption and make better decisions about future investments and development priorities.

    What metrics would be most useful for your organization?


    #CommunityQuestions(Contest,Community,etc.)
    #General

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    Gustavo Nogueira
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  • 2.  RE: New Genesys Cloud Copilot usage analytics are coming

    Posted 14 days ago

    Hello, 

    Can you confirm this is for the Genesys Cloud Copilot or the Genesys Cloud Agent Copilot or will it be for both? 

    Thanks!



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    Alisa Mizer
    NA
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  • 3.  RE: New Genesys Cloud Copilot usage analytics are coming

    Posted 6 days ago

    Hi Gustavo,

    This is a very welcome enhancement. From my organization's perspective, the most valuable metrics would be:

    • Active users and adoption rate by department or role to understand how quickly Copilot is being embraced.
    • Usage trends over time to measure the impact of training, awareness campaigns, and new feature releases.
    • Most-used AI Agents and tools to identify which capabilities are delivering the greatest value.
    • Session success metrics, such as completed tasks versus abandoned interactions, to better understand the user experience.
    • Time saved or productivity indicators, if available, since demonstrating business value is often the key factor for expanding AI investments.
    • Individual and team-level insights that help identify power users who can act as champions, as well as groups that may need additional enablement.

    In addition, it would be great to have exportable data and API access for integration with enterprise analytics platforms such as Power BI, allowing organizations to correlate Copilot usage with operational and business KPIs.

    Looking forward to seeing how these analytics evolve and whether they will be available across the broader Copilot portfolio.



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    Cesar Padilla
    INDRA COLOMBIA
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  • 4.  RE: New Genesys Cloud Copilot usage analytics are coming

    Posted 6 days ago
    Nice addition to the platform. One thing I'd be interested in seeing is how often Copilot suggestions are actually used versus skipped.

    That insight could help teams understand which recommendations agents find genuinely helpful & where there may be opportunities to improve prompts, knowledge content, or user adoption.


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    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    Producer | Conductor | Composer
    BT plc
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  • 5.  RE: New Genesys Cloud Copilot usage analytics are coming

    Posted 6 days ago

    Another metrics I want to see is failed summary generation. This will help the admin team to be pro-active investigate the issue instead of waiting for agents to submit a case. 



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    Vincent Sabolboro
    Genesys Cloud SME
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    Original Message


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