Genesys Cloud Copilot performance dashboard

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks. 

To use a preset to filter metrics, complete the following steps:

1. To display the date filter, click the date.
2. In the Presets list, select a preset date option.

Date presets

• To use a custom date range to filter metrics, complete the following steps:

1. 1. Click the date to display the date filter.
   2. Select a start date and an end date on the calendar.
   3. Click Apply.

• To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

• To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

When each row shows a day, click a row to view that day’s 30-minute intervals.

The Genesys Cloud Copilot performance dashboard has the following widgets:

• Active Users
• Total Messages
• Total Sessions
• Messages Over Time
• Most Used AI Agents
• Most Used Tools
• Usage per User

In this section, let us discuss them in detail.

Active Users

The Active Users widget displays the total number of unique users who interacted with Genesys Cloud Copilot at least once during the selected date range. For example, a user who sends 50 messages during the selected period is counted as a single active user. Administrators can use this metric to monitor user adoption, assess engagement levels, and track Genesys Cloud Copilot usage across the organization.

Total Messages

The Total Messages widget displays the total number of messages sent to Genesys Cloud Copilot during the selected date range. For example, if a user sends 50 messages during the selected period, all 50 messages are included in the total message count. Administrators can use this metric to measure overall usage volume, assess user engagement, and monitor user interaction levels across the organization.

Total Sessions

The Total Sessions widget displays the total number of unique Genesys Cloud Copilot sessions opened during the selected date range. Each session is counted separately. For example, if a user starts three different Copilot sessions during the selected period, all three sessions are included in the total session count. Administrators can use this metric to track user engagement frequency, evaluate Genesys Cloud Copilot adoption, and analyze overall usage across the organization.

Messages Over Time

The Messages Over Time widget displays a graphical representation of the total number of messages sent to Genesys Cloud Copilot over the selected date range.

Use this visualization to:

• Identify usage trends.
• Compare message activity across different time periods.
• Monitor increases or decreases in user engagement.
• Analyze changes in Copilot usage over time.

Most Used AI Agents

The Most Used AI Agents widget displays the AI agents that users interact with most frequently during the selected date range, along with the total number of actions completed by each AI agent.

Use this widget to understand how users engage with Genesys Cloud Copilot, identify the actions they perform most frequently, and determine which AI agents provide the greatest value to your organization.

To view the top 50 most frequently used AI agents, click View top 50 in the lower right corner of the widget.  

Most Used Tools

The Most Used Tools widget displays the Genesys Cloud Copilot tools that users use most frequently during the selected date range, along with the total number of actions completed by each tool.

Use this widget to understand how users interact with Copilot, identify the tools and capabilities they use most frequently, determine which tools provide the greatest value, and uncover opportunities for optimization and improvement.

To view the top 50 most frequently used tools, click View top 50 in the lower right corner of the widget.  

Usage per User

The Usage per User widget provides detailed user-level analytics for Genesys Cloud Copilot usage during the selected date range. Use this widget to understand individual user engagement, identify adoption patterns, and analyze how users interact with Copilot across the organization. To locate a specific user, use the search field above the table. 

The widget includes the following metrics: