Genesys Cloud – Agent Copilot performance dashboard metrics for hybrid queues

In a future release, Genesys Cloud will update the Agent Copilot Performance dashboard so that queue filtering and queue comparison reflect only the agents that match Agent Copilot assignment. With this update, Genesys Cloud will calculate dashboard metrics based on whether agents have a copilot assigned.

What’s changing

• Queue filter – Genesys Cloud will include only agents with Agent Copilot enabled when calculating metrics for the selected queue.
• Comparison queue filter – Genesys Cloud will include only agents without Agent Copilot enabled when calculating metrics for the comparison queue.
• Dashboard guidance – Updated UI messaging and tooltips will clarify the purpose of the Queue and Comparison Queue selections.

Why this matters

• Administrators can review Agent Copilot performance metrics without mixing in data from agents who do not use Agent Copilot.
• Administrators can compare performance between agents with Agent Copilot enabled and agents without Agent Copilot enabled using the same dashboard workflow.
• Queue comparison results better reflect the intended use of the Agent Copilot Performance dashboard for hybrid queues.