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Mateus Nunes

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Accessing custom insight fields from a customized Copilot summary

Posted By Mateus Nunes 12-17-2025 19:50
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi everyone, I have a question regarding Agent Copilot custom summaries and the custom insight fields used during summary generation. In our setup, we are using a customized Copilot summary prompt, where we define specific fields to be extracted from the conversation, such as: CPF Customer name ...

Using Quality Management Policies to Distribute Evaluations Completed by Supervisor Copilot

Posted By Mateus Nunes 12-17-2025 12:38
Found In Egroup: Workforce Engagement Management \ view thread
Hello everyone, I have a question regarding Quality Management policies and their interaction with Supervisor Copilot / AI-assisted evaluations. Today, we use QM policies to automatically distribute quality evaluation forms to supervisors based on criteria such as queue, agent, interaction type, and ...

Transforming Quality Management with AI Scoring in a High-Volume Operation

Posted By Mateus Nunes 12-11-2025 21:00
Found In Egroup: Genesys Cloud - Main \ view thread
Over the past months, we've implemented Virtual Supervisor (AI Scoring) in a large-scale operation, fundamentally transforming how quality evaluations are performed. Before AI Scoring, the quality process was entirely manual and fragmented. Customer interactions were handled in one platform, while quality ...

Building a Scalable Agent Copilot Strategy: Lessons from a Fintech Operation

Posted By Mateus Nunes 12-11-2025 20:42
Found In Egroup: Genesys Cloud - Main \ view thread
Over the past months, we've been working on the implementation of Genesys Agent Copilot in a fintech environment, and I'd like to share some learnings from this journey. The Copilot rollout started with 20 agents in a chat and messaging operation, allowing us to validate the strategy, fine-tune configurations, ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Mateus Nunes 12-11-2025 20:25
Found In Egroup: Workforce Engagement Management \ view thread
Hi everyone, We've been using Virtual Supervisor (AI Scoring) in a large retail operation in Brazil, and the impact on our Quality Management process has been very significant. Before AI Scoring, the entire quality process was fully manual and fragmented. Customer interactions happened in one platform, ...

RE: Agent Copilot Summary Analytics API

Posted By Mateus Nunes 12-01-2025 19:11
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
You can use this body requests below: https://api.sae1.pure.cloud/api/v2/analytics/agentcopilots/aggregates/query ( "filter": ( "type": "and", "clauses": [] ), "metrics": [ "nDistinctSuggestions" ], "groupBy": [ "suggestionType", "hasAnswerHighlight", "engagementType", "feedbackRating", ...

RE: AI Evaluations

Posted By Mateus Nunes 11-27-2025 21:06
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
You can create an agent auto-evaluation form. It is automatically finalized after AI Scoring runs. ------------------------------ Mateus Nunes Pre sales ------------------------------

RE: Accessing the Knowledge Article Confident Scores in Digital Bot Flow

Posted By Mateus Nunes 11-27-2025 19:10
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Yes, it's possible to measure knowledge base performance and confidence levels, even though NLU intent variables don't exist for knowledge articles inside bot flows. For knowledge articles, confidence can be inferred and measured indirectly from interaction feedback signals collected after the article ...

RE: What's your favorite feature of Orchestrators so far?

Posted By Mateus Nunes 11-26-2025 15:22
Found In Egroup: Genesys Casual \ view thread
I love the badge system! Its a really cool way to show our personal goals. ------------------------------ Mateus Nunes Pre sales ------------------------------

RE: What is your favorite global invention?

Posted By Mateus Nunes 11-26-2025 15:20
Found In Egroup: Genesys Casual \ view thread
That got me thinking - my all-time favorite invention is the 3D printer. The world is better because it made creation accessible. With machines like the Bambu Lab A1, transforming ideas into real objects no longer requires factories or specialized tools. 3D printing speeds up experimentation, prototyping, ...

RE: The page defending the orchestrators is not counting towards any points.

Posted By Mateus Nunes 11-26-2025 15:18
Found In Egroup: Genesys Casual \ view thread
I opened a support ticket directly with Beyond support to ensure the team had full visibility of the problem. The case was submitted to beyond@genesys.com as part of this troubleshooting process. ------------------------------ Mateus Nunes Pre sales ------------------------------

RE: What kind of AI innovations are you planning for next year?

Posted By Mateus Nunes 11-26-2025 15:13
Found In Egroup: Genesys Casual \ view thread
O ChatGPT disse: How Copilot Transformed the Chat Interaction Process At Solve4me, we applied Copilot to elevate the efficiency and intelligence of chat interactions in our CX operations - delivering measurable impact. Previously, a single chat interaction required an average of 15 minutes of ...

RE: What kind of AI innovations are you planning for next year?

Posted By Mateus Nunes 11-26-2025 15:10
Found In Egroup: Genesys Casual \ view thread
How AI Scoring Transformed the Evaluation Process This year at Solve4me, we implemented AI Scoring as part of the evolution of the quality monitoring process - and the impact was immediate. Before the change, a full evaluation required an average of 18 minutes between listening, analyzing, and completing ...

RE: November Rockstar's New Tour!

Posted By Mateus Nunes 11-25-2025 19:23
Found In Egroup: Genesys Casual \ view thread
Congrats Debora! ------------------------------ Mateus Nunes Pre sales ------------------------------