Profile

Amanda Halpin

Contact Details

My Content

1 to 20 of 34 total

RE: Knowledge Fabric

Posted By Amanda Halpin 03-27-2026 13:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Lee, You must be using the knowledge 2.0 connector since we don't have a knowledge fabric one available yet. See here for more info on the differences: https://help.genesys.cloud/faqs/what-types-of-knowledge-connectors-are-available-and-when-should-they-be-used/ Amanda ------------------------------ ...

RE: Support for Multilingual Agent Copilot using a Single Knowledge Base and Queue

Posted By Amanda Halpin 03-03-2026 15:33
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
You're welcome Rogelio. It was one of the last features I worked on before I moved onto Knowledge as Principal Product Manager so it's one that close to my heart :) Amanda ------------------------------ Amanda Halpin Principal Product Manager, Knowledge @ Genesys ------------------------ ...

RE: Clarification on Knowledge Fabric AI Experience Token Consumption Model

Posted By Amanda Halpin 03-03-2026 06:25
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Hichem, Thanks for sending through. Your assumption is correct- the cost for using RAG in Agent Copilot is covered in the $40/60 price paid for each Agent Copilot user. Amanda ------------------------------ Amanda Halpin Principal Product Manager, Knowledge @ Genesys -------- ...

RE: Support for Multilingual Agent Copilot using a Single Knowledge Base and Queue

Posted By Amanda Halpin 03-03-2026 04:42
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Rogelio, Instructions can be found here: https://help.genesys.cloud/articles/work-with-multi-language-agent-copilot/ . I've added commented on your questions below. Knowledge Base Multi-Language Support: Can a single Knowledge Base (V2) support both English and Spanish articles for Copilot? ...

RE: Clarification on Knowledge Fabric AI Experience Token Consumption Model

Posted By Amanda Halpin 03-03-2026 04:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Hichem, The tokens in this sentence refers to LLM tokens, not AI pricing Tokens. "Each time Knowledge is used to generate an answer, perform reasoning, or execute an action through an AI-powered tool, the interaction consumes a predefined number of tokens based on complexity and compute usage." ...

RE: SharePoint Knowledge Base - Source Setup

Posted By Amanda Halpin 02-25-2026 04:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Robert, Yes, this is a necessary step to finalise the connection that's required by the MS graph API. The site:all permission is misleading, it doesn't mean Genesys has access to all sites in your organisation. It means Genesys has access the Sharepoint sites that you have access to, which enables ...

RE: Knowledge Fabric

Posted By Amanda Halpin 02-16-2026 04:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone, Thank you for your feedback. We're working on updating the FAQ's to cover points like these. I hope to get it up on the resource center asap. The main use case for knowledge fabric is to provide answer generation and today, the embedding models used for this are text only, meaning they ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-24-2025 09:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Lee, We may revisit it in the future but it's not something that's planned to be enabled in the UI this year. Thanks, Amanda ------------------------------ Amanda Halpin Agent Copilot Product Manager @ Genesys ------------------------------

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-22-2025 04:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Deepa, The finer details of new functionality are being worked out. Please keep an eye on the aha idea and keep in touch with your account team for updates. Thanks, Amanda ------------------------------ Amanda Halpin Agent Copilot Product Manager @ Genesys ----------- ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-19-2025 11:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Alex, I'm reviewing your use case again and the summary generates when the call end button is selected by the agent. The agent should receive the summary the same time as they receive the wrap up code predictions. If you're not seeing this then there could be an issue specific to your interactions ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-19-2025 07:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Alex, I don't have firm timelines yet, best guess it will be Q1 2026. In other news, ACW reporting will be introduced to Agent Copilot Dashboard the week of 22nd Sept. Amanda ------------------------------ Amanda Halpin Agent Copilot Product Manager @ Genesys ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-19-2025 06:59
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Deepa, I don't have details on timelines yet, I would say at this stage it's a Q1 2026 deliverable. I'd suggest reaching out to your account team in a month or so who will be updated on timelines as details are confirmed. Your assumption is correct- if the agent requests for the summary ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-19-2025 04:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Deepa, A few comments to add to your observations. An initial increase in ACW time is normal as we find there is a transition period for agents. This will level out once they've adapted to having the summary generated for them. We also have an upcoming feature, https://genes ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-19-2025 04:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Alex, We have an idea for this- where the agent can request the summary to be generated before the wrap up. More details are here: https://genesyscloud.ideas.aha.io/ideas/EPAGCOP-I-233 Amanda ------------------------------ Amanda Halpin Agent Copilot Product Manager @ ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-17-2025 12:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Alex, You can use API's and data actions to send the summary to a CRM today. We haven't made it a setting that you can turn on in the UI just yet though. I think your use case is slightly different though. How is the Provider calling the members and are all the members are on the same call? ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-17-2025 04:20
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Deepa, Release notes is updated every Monday with releases coming out that week. https://help.mypurecloud.com/release-notes-home/ Aha is also where you can see details on roadmap items that are under development: https://genesyscloud.ideas.aha.io/ Amanda ---- ...

RE: Agent Co-Pilot AI Summarization Reporting

Posted By Amanda Halpin 09-16-2025 05:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Alex, Keep an eye out for After Call Work metrics (summaries and wrap up code) metrics being added to the Agent Copilot dashboard in the next couple of weeks. This should have you easily understand summary usage and feedback from within Genesys Cloud. Amanda ------------------------------ ...

RE: Tips and tricks to improve accuracy with CoPilot Predictive Wrap Codes

Posted By Amanda Halpin 09-16-2025 04:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Deepa, It might be that the description is too verbose. Check out some tips here: https://help.mypurecloud.com/faqs/what-are-the-best-practices-to-increase-the-accuracy-and-surfacing-of-wrap-up-codes-with-genesys-agent-copilot/ Amanda ------------------------------ Amanda ...

RE: Agent Copilot Summarization - Account Numbers Summarization

Posted By Amanda Halpin 09-15-2025 04:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Alex, Are you using custom insights to extract the account number? We're in the middle of creating a best practice document which should be on our resource center by the end of the month. Here is an example customer insight label and description that you can test Account ...

RE: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted

Posted By Amanda Halpin 09-10-2025 09:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Deepa, I think canned responses are beneficial for agent, regardless of channel, especially for less tenured agents. Checklists is also going to be very useful for agents. Best, Amanda ------------------------------ Amanda Halpin EMEA Strategic Solutions Lead --- ...