Genesys Cloud Copilot telephony and presence manager AI agent

AI-generated summary

Genesys Cloud Copilot is a telephony and presence manager AI agent designed to ensure agents have the necessary resources for handling interactions by managing device assignments and verifying telephony readiness. The agent performs key operational tasks including assigning or removing phones and stations to users, checking telephony-ready status, and displaying presence status for multiple users simultaneously. It supports critical workflows such as onboarding, role changes, and team moves by updating device assignments, summarizing planned changes, and confirming completion of each step while flagging items that cannot be automatically configured. The platform provides comprehensive tooling for telephony management, including functions to retrieve available and unassigned phone stations, manage user phone assignments, retrieve user phone assignment information, view and modify presence definitions and statuses, check individual user presence, and set presence status for up to 50 users in a single operation. The agent can identify unassigned phones at specific sites, relocate phone assignments between stations, and verify agent alignment with queues and routing as part of telephony readiness verification processes. Genesys Cloud incorporates a feedback mechanism that enables users to rate article helpfulness and submit detailed comments regarding content accuracy, clarity, and relevance. Users can specify their role—including Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support—and provide email contact information for follow-up communications. The platform includes related documentation resources covering Genesys Cloud Copilot functionality, encompassing information, enablement procedures, trust and control mechanisms, system requirements, and release notes for CX Cloud integration with Salesforce. For users unable to locate answers through available documentation, community support channels provide additional assistance resources

The telephony and presence manager AI agent focuses on devices and telephony readiness, which helps you to ensure that agents have what they need to handle interactions.

You can use the telephony and presence manager AI agent to perform the following tasks.

Assign a phone or station to a user so they can use it for calls.
Remove a phone or station from a user so they can no longer use it.
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.
Shows the current presence status of multiple users at once.
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.

Sample promptsClick to expand

ToolsClick to expand

Get available phone stations: Retrieve all available phones or stations that can be assigned to users.
Get user phone stations: Retrieve phone or station assignment information for a specific user.
Assign phone station: Assign a specific phone or station to a user.
Unassign phone station: Remove phone or station assignment from a user.
Get all presence definitions: View available presence statuses.
Get user presence: Check a user’s current status.
Set user presence: Set a user’s presence status.
Get user presence statuses: Retrieve the current presence for up to 50 users in a single prompt.
Set user presence statuses: Set the presence status for one or more users. You can set the same presence for up to 50 users in a single prompt.

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