Billing scenarios for Genesys Agent Copilot

AI-generated summary

Genesys Cloud Agent Copilot provides AI-powered real-time guidance, knowledge search, and automated transcription capabilities to contact center agents, with billing based on an Genesys Cloud Experience Units model per assigned user model and separate fair use-based transcription charges. Billing is triggered when administrators assign users the Agent Copilot Agent role or Assistants > Copilot > View permission. Organizations can deploy Agent Copilot at the queue level, which subjects all users with appropriate roles or permissions to billing, or assign it to specific agents within a queue for targeted billing. Transcription applies to all agents within an assigned queue regardless of individual user assignments and operates under fair use limitations. The Genesys Cloud CX 4 license includes Agent Copilot by default and is exempt from these billing scenarios. Specific billing costs are determined by Genesys Cloud Experience Units consumption rates.

Note: The scenarios do not apply if you have Genesys Cloud CX 4 license. Genesys Cloud CX 4 includes Agent Copilot by default.

Seats

If an organization has , and an administrator assigns a user the Agent Copilot Agent role or the Assistants > Copilot – View permission, Genesys Cloud prompts Genesys Agent Copilot billing corresponding to that user.

For more information about user costs, see Genesys Cloud Experience Units model.

Agent Copilot assignments

You can assign an Agent Copilot to an entire queue or to specific users within a selected queue. If you assign an Agent Copilot to an entire queue then all users assigned to that queue are subject to Agent Copilot processing, if they have the appropriate roles or permissions. If you assign an Agent Copilot to specific users within a selected queue, then only those selected agents are subject to Agent Copilot processing.

Note: Transcription is the exception. Agent Copilot transcribes all agents in the queue regardless of user assignment. Transcription usage is subject to the .

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