As more organizations adopt artificial intelligence (AI)-powered tools like copilots to enhance productivity and improve the agent 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?

According to a 2024 report from the World Economic Forum and PwC, businesses must “… determine KPIs that will be used to measure success, such as workforce adoption, employee well-being and productivity gains.” And they need to continuously evaluate progress to validate cost reductions and efficiency improvements.

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, 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 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 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 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.

At a broader level, admins and analysts leverage dashboards to evaluate system adoption, ensure compliance and align contact center performance with business objectives. The dashboards empower these teams to assess ROI and tool adoption, fine-tune Agent Copilot settings, and optimize AI-driven agent assistance strategies.

For contact center agents, dashboards provide personalized insights into their own performance, such as evaluations, scorecards and coaching feedback. This can empower them to improve productivity and service quality.

While Genesys Cloud Agent Copilot can improve the overall efficiency of contact center agents, it’s critical for businesses to measure its effectiveness and assess if automation is driving real operational improvements. The Genesys Cloud Agent Copilot Dashboard can help address these important questions:

  • Are the AI tools in use truly streamlining interactions?
  • Does the AI match or exceed the accuracy and speed of manual processes?
  • Is it delivering the efficiency gains expected? 
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* Some capabilities in this dashboard will be available in a future version to be released later at a later date.

The Genesys Cloud Agent Copilot Dashboard supports agents in real time, providing supervisors, administrators and analysts with the visibility needed to evaluate its effectiveness. This pre-built solution allows contact center leaders to track performance trends and measure efficiency gains.

Key Dashboard Features and Benefits
  • AHT trends: Supervisors can monitor handle time reductions to assess the impact of Agent Copilot on real-time efficiency.
  • ACW insights: Analyze improvements in after-call work speed driven by automated summarization and intelligence wrap-up code suggestions.
  • Recommendation effectiveness: Track how frequently knowledge articles, scripts and canned responses are recommended; how often they’re used; and whether they contribute to faster resolutions.
  • Top knowledge and script use: Identify the most commonly used resources and evaluate their effectiveness based on agent feedback and success rates.
  • Comparative analysis: Measure performance gains by comparing interactions with and without Genesys Cloud Agent Copilot assistance.
  • Intuitive, drill-down analytics: Supervisors and administrators can explore detailed metrics; filter data by queue, agent and media type; and uncover deeper insights.

Customizable Dashboards: Flexibility to Tailor Insights

Because every contact center has unique priorities and evolving analytics needs, pre-built dashboards offer immediate access to essential metrics. Still, some teams require greater flexibility to track performance in ways that align with their specific goals.

Genesys Cloud customizable dashboards empower supervisors, analysts and administrators to design data views that adapt to their workflows, ensuring they always have the right insights at their fingertips. With customizable dashboards, users can:

  • Select and arrange widgets to focus on the most critical KPIs.
  • Adjust filters and display settings to align with business priorities.
  • Create and share personalized dashboards for agents, supervisors and administrators, ensuring each role has access to the most relevant insights.
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For example, a supervisor might configure a dashboard to monitor queue performance, while a business analyst might track AI adoption trends, and an agent could focus on personal efficiency metrics like ACW and handle time. Additionally, dashboards can be shared across teams, ensuring that key insights are easily accessible to those who need them.

The responsive dashboard UI makes it easy to drag, drop and customize views — saving time and minimizing complex setup. This streamlined experience allows users to quickly access the insights that matter most, helping teams make data-driven decisions faster and more effectively.

Operational Efficiency and Collaboration Across Teams

Maximizing ROI from analytics isn’t just about tracking long-term trends; it’s about applying insights in real time to improve daily operations. For example, the Real-Time Agent Activity Monitoring widget allows supervisors to track agent status, availability and interactions as they happen. With dynamic filtering and drill-down capabilities, teams can quickly assess workload distribution, optimize staffing and ensure service levels are maintained.

At the same time, customizable dashboards that can be shared across teams create a unified view of performance metrics across departments, fostering cross-team collaboration and alignment on goals. These dashboards have team-specific filters that further enhance visibility, allowing managers to monitor operational performance in context and identify coaching opportunities.

By centralizing operational data and enabling real-time insights, Genesys Cloud dashboards empower teams to work smarter. This can help to drive efficiency, collaboration and continuous improvement across the contact center.

Deeper Intelligence and a Single Source of Truth

Genesys Cloud is continuously expanding its analytics capabilities to ensure customers can rely on a single platform for all contact center insights. Future dashboard enhancements will build on existing capabilities to provide deeper intelligence, including:

  • Expanded drill-down analytics in exploratory views for faster root-cause analysis.
  • Enhanced AI-powered recommendations to proactively surface trends and insights.
  • More pre-built dashboards for quick access to critical KPIs.
  • Greater flexibility in customizable dashboards, with comprehensive agent monitoring capabilities. This includes status, interactions and routing insights, as well as advanced filtering and grouping features to provide a unified view of team activities.
  • Advanced alerting and service-level agreement (SLA) monitoring to ensure real-time visibility into key service metrics.

By continuing to evolve the Genesys Cloud reporting and analytics suite, businesses can optimize operations, improve agent productivity and create exceptional customer experiences — all within a single, unified platform.

With the new responsive dashboard UI, expanded analytics capabilities and deeper insights, Genesys Cloud helps businesses transform data into action, optimize performance and stay ahead in an evolving contact center landscape.

Ready to take your analytics strategy to the next level? Start exploring Genesys Cloud dashboards today and unlock the power of data-driven decision-making.