Genesys Cloud Copilot virtual agent performance analytics assistant

AI-generated summary

Genesys Cloud bot optimization assistant is a natural language query tool designed for supervisors and administrators to analyze bot and virtual agent performance metrics. The assistant provides insights on key performance indicators including containment rates, transfer volumes, and abandonment rates, while also identifying error and recognition issues. It presents data with customizable qualifiers such as metrics, entities, time ranges, sort order, and row limits to enhance clarity and usability. The tool offers optimization recommendations based on performance analysis and includes a Copilot feature that requests clarification when prompts lack specificity and notifies users when requests cannot be completed due to insufficient permissions. Example use cases include retrieving abandonment rates for specific time periods, comparing containment rates across quarters, and summarizing recognition failures by designated timeframes.

The Genesys Cloud Copilot virtual agent performance analytics assistant helps supervisors and administrators get information about bot flows and virtual agent performance using natural language queries. This AI agent relies on aggregated metrics that align with the Virtual Agent Dashboard and the Bot Performance View. The Genesys Cloud Copilot virtual agent performance analytics assistant can retrieve metrics data based both on name (that is, the name of a bot or virtual agent) and on data (that is, identifying relevant bots or virtual agents by a specific metric). The responses intentionally combine the metrics with interpretation based on industry patterns and best practices and with guidance on the next steps.

The Genesys Cloud Copilot virtual agent performance analytics assistant can perform the following tasks:

Provide insights about metrics such as containment, transfers, and abandonment.
Provide information on error and recognition issues.
Present the data with qualifiers, such as metrics, entities, time ranges, sort order, and row limits to ensure clarity.
Slice the aggregate data by bot version or customer intent.
Suggest investigation and optimization steps.

Note: The Genesys Cloud Copilot virtual agent performance analytics assistant provides information and guidance. It does not directly perform optimization actions or make configuration changes.

Genesys Cloud Copilot asks for additional information when the prompt is not specific enough. It also reports when it cannot complete a request, for example due to missing permissions.

Sample promptsClick to expand

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