Genesys Cloud - Main

In this video @Rebecca Harper discusses a new feature "Expanded Agent Copilot dashboard with enhanced insights"

Administrators can now access an expanded Agent Assist dashboard with a new design and more fields to track both Agent Assist and Agent Copilot usage. These enhancements help organizations better understand how these tools support agents and impact key performance metrics, such as average handle time (AHT) and after-call work (ACW). With this feature, administrators gain improved visibility into knowledge retrieval, post-call automation, and other AI-driven capabilities. 

Release notes: https://help.mypurecloud.com/releasenote/april-14-2025/

#TAMStudios #FeatureReview #Agent