AI-generated summary
Genesys Cloud's Agent Copilot system operates through a structured permissions framework that requires a Genesys Cloud CX license (CX 1 through CX 4 variants with Digital and WEM Add-on options) and purchased AI Experience tokens. The platform defines two primary roles with distinct access levels: Agent Copilot Administrator and Agent Copilot Agent, each tailored to specific operational scopes.
The Administrator role provides comprehensive access across all Agent Copilot components and services. Administrators maintain complete control over Agent UI management, AI Studio, Analytics, Assistant management, and Knowledge base functions. Their permissions encompass assistants, queue-user assignments, conversation features (suggestions, utterances, summaries, and feedback), knowledge management, language understanding, responses, routing queues, and scripter functions. Additional administrative capabilities include speech and text analytics dictionary term management, web deployment viewing, Architect dependency tracking, and license viewing. Administrators can access comprehensive analytics modules including Agent Copilot Aggregate, Conversation Aggregate, Knowledge Aggregate, Tab Configurations, and View Configurations.
The Agent Copilot Agent role provides focused operational access for daily functions. Agents can view default panels, AI Studio summaries, and assistant information; access conversation and agent-specific analytics; manage conversation suggestions, utterances, summaries, and feedback; view and edit agent checklists; access external contacts; and utilize knowledge base features including document viewing, content copying, and feedback management. Agents also access scripter functions and leverage knowledge search and document answer features.
A critical configuration requirement applies to agents using Agent Assist: the Assistant > All permissions must be removed from assigned permissions, as this contains the Assistant > Copilot > View permission that displays the Copilot panel. Instead, administrators should add Assistant > Assistant > View and Assistant > Queue > View permissions. Administrators can add or remove permissions from roles, which may affect functionality, requiring verification that all roles contain necessary permissions for specific functions. Both roles support effective collaboration within the Agent Copilot framework and the broader Genesys Cloud ecosystem.