AI-generated summary
Genesys Cloud Copilot outbound campaign manager AI agent provides administrators with comprehensive summaries and diagnostics for outbound voice and digital campaigns, enabling efficient troubleshooting without manual review of multiple configuration screens and logs.
For voice campaigns, the agent retrieves configurations including contact lists, phone columns, scripts, queues, dialing modes, caller ID information, DNC lists, abandon rates, dynamic queueing, and preview skip settings. For digital campaigns, it accesses contact lists, communication channels (phone, email, WhatsApp), message rates, DNC lists, campaign rules, contact sorting, and dynamic queueing settings.
Contact list retrieval capabilities encompass size, creation date, division, phone and time zone columns, ATZM settings, attempt limits, and column data type specifications. The agent can retrieve contact list filters, provide contact counts by filters or attributes, and detect campaign state and progress for both voice and messaging campaigns.
Campaign diagnostics functionality delivers comprehensive health information including agent information, line information, alerts or conditions, campaign status timing, and full event history up to eight days. The agent operates within user permission constraints and does not perform campaign modifications, maintaining administrative control over campaign changes.
Sample use cases include retrieving filter information, analyzing contact attempt data, monitoring campaign status, identifying skipped contacts with reasons, and comparing campaign health across multiple campaigns with recommendations. Genesys Cloud integrates a feedback collection mechanism into its documentation system, allowing users to rate article helpfulness and submit detailed feedback through structured forms. The feedback interface captures user role information and specific reasons for ratings, including accuracy, content organization, clarity, and task completion effectiveness. Users can report issues such as inaccurate or outdated content and unclear information presentation, with the system directing users to community support resources for unresolved questions.