Genesys Cloud – Genesys Cloud Copilot usage analytics dashboard

In a future release, Genesys Cloud will provide a usage analytics dashboard for Genesys Cloud Copilot that helps administrators understand how users interact with Copilot across the organization.

The dashboard includes usage metrics, user activity information, and insights into the adoption of Copilot AI Agents and tools. Administrators can use these analytics to understand usage trends, identify areas for improvement, and make informed decisions about future Copilot investments.

What’s changing

• View summary metrics for Genesys Cloud Copilot usage, including active users, messages, and sessions.
• Track Copilot message volume over time with configurable date ranges and time-based grouping.
• Review usage trends across different time periods.
• View usage metrics for individual users, including message volume, session counts, and recent activity.
• Identify the most frequently used Copilot AI Agents based on completed actions.
• Identify the most frequently used Copilot tools based on completed actions.
• Filter analytics data by time range.
• Retain analytics data for long-term trend analysis.

Why this matters

Understanding how users interact with Copilot can help administrators evaluate adoption, identify usage patterns, and determine where additional enablement or training may be needed.

The dashboard also provides visibility into which Copilot AI Agents and tools users rely on most often. This information can help organizations prioritize future development efforts, focus investment on the capabilities that deliver the most value, and better understand how Copilot supports day-to-day work across teams.