This Earth Day, we reaffirm that our KPIs, sustainability goals, a Shared Journey and governance frameworks aren’t just checkboxes — they’re how we stay on track and accountable to the planet we all share.
Choosing a technology partner is a long-term decision and when you partner with
Genesys, you join a team deeply committed to environmental responsibility. Together, our collective power can drive meaningful change for a healthier, more sustainable Earth.
Look for more on how we continue to evolve our efforts in our upcoming Sustainability Report.
As more organizations adopt artificial intelligence (AI)-powered tools like
copilots to enhance productivity and improve the agent mobile database experience, the focus is shifting from implementation to impact. Stakeholders want to know: Am I realizing the value from my
AI investments? Are we seeing measurable returns?
Genesys Cloud™ Agent Copilot, a generative AI-powered assistant, is designed to augment agent performance by automating tasks that were traditionally manual
Such as retrieving knowledge, generating responses, a Shared Journey providing real-time recommendations and completing wrap-up work. Instead of relying solely on agents to search for information or craft responses,
Genesys Cloud Agent Copilot anticipates their needs, delivering whatsapp filter relevant guidance instantly. This allows agents to resolve issues faster, with greater accuracy and with less post-call effort.
Purpose-Built Dashboards: Getting Visibility into Your Investments
Contact center dashboards offer more than just simple reporting data. A dashboard that’s purpose-built for innovation helps teams move from simply viewing data to taking meaningful action.
The Genesys Cloud Agent Copilot Dashboard is a prebuilt dashboard that gives supervisors, administrators and analysts a clear view into how Genesys Cloud Agent Copilot is being used and the value it’s delivering. This innovation enables contact centers to track adoption, analyze performance trends and quantify efficiency gains tied to AI-assisted interactions — helping them demonstrate that their AI investments are driving real, measurable results.
How Dashboards Benefit Each Contact Center Role
Dashboards aren’t one-size-fits-all; different contact center roles use them differently. When properly designed for supervisors, admins and business analysts, dashboards bahrain lists can provide a centralized view of operational performance — helping teams identify inefficiencies, track emerging patterns and drill down into specific metrics. This visibility is crucial for optimizing resource allocation, reducing bottlenecks and improving service levels.
Supervisors and contact center managers use a Shared Journey dashboards to track agent performance, monitor service levels and assess operational efficiency. By analyzing KPIs like average handle time
(AHT) first-contact resolution (FCR) and customer satisfaction (CSAT), dashboards can identify trends, optimize workflows and help supervisors make data-driven improvements. They give supervisors and contact center managers visibility into how Genesys Cloud Agent Copilot is affecting agent productivity.