Genesys Cloud – Monitor LAM-based agentic virtual agents in the Virtual Agent Performance dashboard

In a future release, Genesys Cloud will extend the existing Virtual Agent Performance dashboard to include monitoring for Large Action Model (LAM)-based agentic virtual agents. AI builders and contact center supervisors will be able to view performance metrics for LAM-based experiences alongside existing virtual agent metrics without switching to a separate dashboard.

What’s changing

• The existing Virtual Agent Performance dashboard will include monitoring for LAM-based agentic virtual agents.
• A new summary view will display interaction volume, error rates, top failing tools or steps, and performance trends for LAM-based experiences.
• For each LAM-based agent experience, the dashboard will provide:
  • Volume and outcomes
  • Incident classification and traceability
  • Performance insights
• Existing Virtual Agent Performance dashboard functionality will remain available. The new capabilities are additive.

Why this matters

AI builders and contact center supervisors will be able to monitor LAM-based agent performance from the same dashboard they already use for virtual agents. By identifying error patterns, tool failures, and performance trends in one place, they can more quickly investigate issues, determine whether an agent experience is performing as expected, and decide where improvements are needed.