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Agent Copilot configuration experience improvements 

08-04-2025 21:06

In this video @Fegy Simon talks about improvements to Agent Copilot configuration experience

Genesys improved Agent Copilot configuration to give administrators more control over how Copilot delivers knowledge and automation to agents. The new features include:
 
  • Knowledge filters: Admins can now filter knowledge articles shown to agents based on categories and labels, helping ensure agents see the most relevant information.
  • Knowledge confidence threshold: A configurable confidence threshold now indicates how likely an article is to answer a user’s query, providing more control over knowledge retrieval.
  • Summaries and AI predictions: Admins can enable or disable AI-powered summaries and AI-predicted wrap-up codes based on their needs.
  • NLU rules engine settings: Admins can specify which conversation participant (agent, customer, or both) triggers the NLU rules engine.
  • Knowledge article links: Agents can now access links to knowledge articles directly within Copilot.
These features improve the user experience and make the configuration process more intuitive. Additional updates include clearer organization of advanced settings, after-call work options, and queue assignments. Admins also receive setup status indicators and prompts to guide them through rule configuration.

Release Notes: https://help.mypurecloud.com/releasenote/april-7-2025

#TAMStudios #AgentCoPilot #FeatureReview #Agent

Please post any questions or comments below, or email us at TAMStudios@Genesys.com  


#CommunityVideos(TAM,QA,etc.)

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