AI-generated summary
Genesys Cloud's Agent Copilot system operates through a structured permissions framework that establishes distinct roles and access levels for administrators and agents. The platform requires a Genesys Cloud CX license (CX 1 through CX 4 variants, including Digital and WEM Add-on options) and purchased AI Experience tokens as foundational prerequisites.
Two primary roles govern the system: Agent Copilot Administrator and Agent Copilot Agent, each with distinct permission sets tailored to their operational scope. The Agent Copilot Administrator role grants comprehensive access across multiple operational categories including Agent UI management, AI Studio, Analytics, Assistant management, and Knowledge base control. This role maintains complete control over assistants, queue-user assignments, conversation features (suggestions, utterances, summaries, and feedback), knowledge management, language understanding, responses, routing queues, and scripter functions. Additional administrative permissions include speech and text analytics dictionary term management, web deployment viewing, architect dependency tracking, license viewing, and authorization capabilities. Administrators can add or remove permissions from roles, which may affect functionality and requires verification that all roles contain necessary permissions for specific functions.
The Agent Copilot Agent role provides agents with focused operational access for daily functions while maintaining appropriate boundaries. Agent permissions include viewing default panels, AI Studio summaries, and assistant information; accessing analytics for conversation and agent-specific details; managing conversation suggestions, utterances, summaries, and feedback; viewing and editing agent checklists; accessing external contacts; and comprehensive knowledge base access including document viewing, content copying, and feedback management. Agents can view and manage responses, access scripter functions, and utilize knowledge search and document answer features.
A critical configuration requirement applies to agents using Agent Assist: the Assistant > All permissions must be removed from their assigned permissions, as this contains the Assistant > Copilot > View permission that displays the new Copilot panel. Instead, administrators should add Assistant > Assistant > View and Assistant > Queue > View permissions for these agents. The permission structure encompasses various operational areas including conversation suggestions, management, queue assignments, knowledge base operations, response libraries, script access, and external contact management through hierarchical access controls.