While Genesys Cloud Agent Copilot can improve the overall efficiency of contact center agents, it’s critical for businesses to measure its effectiveness and assess if automation is driving real operational improvements. The Genesys Cloud Agent Copilot from AI Copilots Dashboard can help address these important questions:
Are the AI tools in use truly streamlining interactions?
- Does the AI match or exceed the accuracy mobile database and speed of manual processes?
- Is it delivering the efficiency gains expected?
The Genesys Cloud Agent Copilot Dashboard supports agents in real time, providing supervisors, administrators and analysts with the visibility from AI Copilots needed to evaluate its effectiveness. This pre-built solution allows contact center leaders to track performance trends and measure efficiency gains.
Key Dashboard Features and Benefits
- AHT trends: Supervisors can monitor handle time reductions to assess the impact of Agent Copilot on real-time efficiency.
- ACW insights: Analyze improvements the importance of a doctor having ownership in after-call work speed driven by automated summarization and intelligence wrap-up code suggestions.
- Recommendation effectiveness: Track how frequently knowledge articles, scripts and canned responses are recommended; how often they’re used; and whether they contribute to faster resolutions.
- Top knowledge and script use: Identify the most commonly used resources and evaluate their effectiveness based on agent feedback and success rates.
- Comparative analysis: Measure performance gains by comparing interactions with and without Genesys Cloud Agent Copilot assistance.
- Intuitive, drill-down analytics: Supervisors from AI Copilots and administrators can explore detailed metrics; filter data by queue, agent and media type; and uncover deeper insights.
Customizable Dashboards: Flexibility to Tailor Insights
Because every contact center has unique priorities bahrain lists and evolving analytics needs,
pre-built dashboards offer immediate access to essential metrics. Still, some teams require greater flexibility to track performance in ways that align with their specific goals.
Genesys Cloud customizable dashboards empower supervisors,
analysts and administrators to design data views that adapt to their workflows,
ensuring they always have the right insights at their fingertips.