Genesys Cloud Copilot queue routing manager AI agent

Genesys Cloud Copilot queue routing manager AI agent is an upcoming administrative feature designed to optimize queue configuration and routing to ensure users receive appropriate interactions. The agent enables administrators to add or remove users from queues, activate or deactivate queue members, assign or adjust ACD AI agents based on capabilities such as language or product expertise, identify configuration gaps preventing correct interaction routing, and coordinate changes within broader workflows such as onboarding new agents. The system includes a confirmation mechanism that displays intended queue and AI agent updates before implementation and reports queues that cannot be modified due to permission restrictions. Available tools encompass queue management functions (search by name, retrieve member counts, add/remove members, activate/deactivate members), routing skill management (create skills, search skills, assign skills to users, adjust proficiency levels), and member identification capabilities. Sample use cases include adding users to team queues, matching routing configurations between agents, auditing queues for specific capabilities, and selectively removing users from queue categories while preserving other assignments.