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Genesys Cloud Copilot telephone management assistant

Feature coming soon

The Genesys Cloud Copilot telephony management assistant focuses on devices and telephony readiness, which helps you to ensure that agents have what they need to handle interactions.

The Genesys Cloud Copilot telephony management assistant can perform the following tasks.

  • Associate devices, such as phones or stations, with users.
  • Copy device assignments from an existing agent to allow you to onboard a new user quickly.
  • Check whether an agent is telephony-ready. For example, it can check whether the agent has a device assigned and whether the agent is aligned with their queues and routing.
  • Update device assignments as part of a larger workflow, such as onboarding, role changes, or team moves.

Genesys Cloud Copilot summarizes planned device changes and confirms after each step is complete. It also flags anything that it cannot configure automatically.