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Genesys Cloud Copilot queue management assistant

Feature coming soon

The Genesys Cloud Copilot queue management assistant helps administrators configure queues and routing so that users receive the correct interactions.

The Genesys Cloud Copilot queue management assistant can perform the following tasks:

  • Add or remove users from queues.
  • Assign or adjust ACD AI agents for routing, such as language or product capabilities.
  • Align an agent’s queue memberships and routing AI Agents with a reference user.
  • Identify configuration gaps that can prevent an agent from receiving the right interactions.
  • Coordinate changes as part of a broader workflow. For example, it can onboard a new agent and match their queues to an existing teammate.

Genesys Cloud Copilot confirms the queues and AI agents that it intends to update before making any changes. It also reports any queues that it cannot modify, for example, due to missing permissions.