Genesys Cloud Copilot user management AI agent

AI-generated summary

Genesys Cloud Copilot user management AI agent is an upcoming feature that enables administrators to create and manage user profiles through natural language commands without navigating multiple admin screens. The agent performs key tasks including creating new user profiles with onboarding details (name, role, location, site), updating user attributes (title, department, location), modifying user permissions and access levels based on roles or reference users, identifying permission gaps that restrict feature access, and executing bulk operations to assign multiple users matching specific criteria between queues. The system converts natural language requests into validated plans that check against organizational policies and permissions, requests clarification regarding role, site, or license details when necessary, and summarizes sensitive changes before applying them in the correct order upon user confirmation. Users can search for specific users by up to three attributes such as queue, role, language, skill, or presence status. The agent supports orchestrating multiple tasks within single workflows, enabling use cases such as creating new agents with matching access permissions, updating supervisor permissions and dashboard access, and comparing user permission levels across analytics and recording features. Genesys Cloud provides a comprehensive Tools section that includes user management capabilities such as creating single or multiple users, searching users by name or email, and retrieving current user details. The platform enables role-based access control through features including viewing user-assigned roles, retrieving your own roles, assigning roles to users, removing roles from users, and searching roles by name. Additionally, division information retrieval is supported. Prompts involving queues require the queue routing manager AI agent to also be enabled in the organization. The documentation includes a feedback mechanism allowing users to report issues such as inaccurate or incomplete content, outdated information, or unclear presentation. Related resources include Genesys Cloud Copilot functionality, covering copilot , enablement procedures, trust and control mechanisms, queue management assistance, AI actions, and permissions configuration for Genesys Agent Copilot

The user management AI agent helps administrators create and manage user profiles using natural language prompts. This reduces the need to navigate multiple administration screens when performing common user management tasks.

You can use the user management AI agent to perform the following tasks:

Search for specific users by using up to three user attributes, such as queue, role, language, skill, or presence status.
Create new users by providing basic information, such as the user’s name and email address.
Perform bulk operations. For example, it can assign multiple users that match certain criteria from one queue to another queue.

Genesys Cloud Copilot turns your request into a plan, validates each step against policies and permissions, and applies changes in the correct order when you review and confirm them.

Genesys Cloud Copilot asks questions to clarify if necessary, such as questions about the role, site, or license of an agent, and summarizes sensitive changes before applying them.

Sample promptsClick to expand

Create a new user Maria Lopez with email address maria.lopez@domain.com, using John Smith’s profile as a template.
List all users where Role = "X" AND Language = "French" AND Skill = "Y".
Search users with Skill = "X" with Skill Proficiency = "5" that are members of Queue = "Support Y Queue".
Identify all users where Role = "Agent" AND Language = "French" in Queue = "Support Y Queue".
Set presence status to "Available" for all users where Queue = "Support Y Queue" AND Role = "Agent".

Note: Prompts that involve queues also depend on the queue routing manager AI agent. You must also have that AI agent enabled in your organization.

ToolsClick to expand

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