AI-generated summary
Genesys Cloud requires specific licensing and permissions configuration to enable Agent Copilot functionality. Organizations must hold one of several CX license tiers (CX 1 through CX 4, with optional Digital or WEM add-ons) and have purchased Genesys AI Experience tokens. Permission management is critical for proper operation, with administrators responsible for assigning appropriate role-based permissions to enable Agent Copilot features.
When Agent Assist is also in use, administrators must remove the Assistant > All permissions (which includes Assistant > Copilot > View) and instead assign Assistant > Assistant > View and Assistant > Queue > View permissions to prevent display conflicts and ensure correct Copilot panel functionality. Administrators retain the ability to customize role permissions, which directly impacts feature availability, making it essential to verify that all assigned roles—whether default or customized—contain the necessary permissions for intended functions.
Genesys Cloud provides two distinct role-based access configurations for Agent Copilot: the Administrator role and the Agent role. The Administrator role grants comprehensive access to Agent Copilot components and services, including permissions to manage Agent UI default panels, view and configure analytics across flow observation, queue observation, and aggregates, manage queue-user assignments, configure speech and text analytics dictionary terms, handle web deployments, and access dependency tracking. Administrators also receive all permissions under AI Studio, Analytics modules (, Conversation, Knowledge, and Tab Configurations), Assistants, Conversation features (suggestions, utterances, summaries, and feedback), Knowledge management, Language Understanding, Responses, Routing, and Scripter functions.
The Agent role provides necessary operational access for individual agents, including permissions to view Agent UI panels, access AI Studio summaries, manage assistants and queue assignments, view conversation analytics and details, create and edit suggestions and summaries with associated feedback, manage agent checklists, access transcriptions and email summaries, browse and search knowledge bases with document viewing and copying capabilities, view response libraries and scripts, and edit knowledge feedback. Both roles are designed to support distinct operational requirements within the Genesys Cloud platform, with administrators maintaining system-wide configuration authority while agents focus on customer interaction support and knowledge utilization