Work with agent checklists

AI-generated summary

Genesys Cloud provides agent checklist functionality through Agent Copilot, enabling administrators to configure checklists that guide agent behavior, ensure compliance, and clarify interaction requirements across customer interactions. The system automatically evaluates checklists during agent turns, checking off items when agent speech or typed text matches the help text specified by administrators for each item. Checklists can be configured to trigger either at the start of an interaction or based on specific intents. Implementation requires one of several Genesys Cloud CX licenses (CX 1 through CX 4 with various add-ons) and the Agent Copilot Administrator role. Administrators access agent checklists through Menu > Conversation Intelligence > Quality Management > Agent Checklists, where they can create new checklists or edit existing ones by specifying checklist names, selecting languages, and adding individual items with descriptive help text. Each checklist item can be configured with either no automation or AI checking functionality and marked as important to display prominently to agents. Agent checklists evaluate customer interactions across three key dimensions: customer empathy and communication, compliance and policy adherence, and resolution and follow-up. The customer empathy category assesses agents' greeting professionalism, acknowledgment of customer concerns, communication clarity, and interaction closing quality. The compliance category verifies identity verification procedures, policy accuracy, sensitive data protection, and escalation protocol adherence, with most items utilizing AI checking capabilities. The resolution category evaluates issue confirmation, documentation of resolution steps, and positive interaction closure. Best practices include aligning help text language with checklist language, maintaining simple and clearly defined prompts, organizing items by theme, limiting checklists to 8–12 meaningful items, and using action-oriented language with specific verbs. Administrators should combine automated AI-based checks for factual and pattern-based items with human review for qualitative assessments such as empathy and tone. Regular quarterly reviews ensure checklists reflect current policies and business priorities, and pilot testing with select agents or evaluators before production deployment helps validate clarity, relevance, and usability. Checklist management functionality allows users to organize and customize checklist items through collapsible sections, reordering capabilities via grip-and-drag functionality, and trash deletion options. Organizations can support checklist implementation through training sessions, calibration activities, and scoring examples to ensure consistent agent performance evaluation. The platform includes a feedback mechanism enabling users to report issues and specify user roles, with related resources including documentation on Genesys Agent Copilot, troubleshooting procedures, and cloud contact center preparation guides.

PrerequisitesClick to expand

Genesys Agent Copilot can display checklists for agents during each interaction. Administrators can configure checklists that guide agent behavior, ensure compliance, and clarify requirements. Agent Copilot automatically evaluates checklists on agent turns and checks off checklist items when the agent speaks or types text that matches the item. To perform the automatic evaluation, Agent Copilot uses the help text, which the administrator specifies under each checklist item. It does not use checklist item names for evaluation. You can configure checklists to trigger either at the start of an interaction, or by specific intents.

Best practicesClick to expand

Make sure that the help text language matches the checklist language. This improves performance.
Keep the prompts simple to help deliver more consistent results.
Clearly define the format, structure, and level of detail you expect in the responses.
Align each item directly with a measurable behavior or goal, for example, instead of “Be polite” use “Greet the customer by name and thank them at the end of the call”.
Organize checklist items by a theme or logic, such as Customer Interaction, Compliance, and Product Knowledge. This helps reviewers navigate and complete evaluations faster.
Limit checklist length. A concise list of 8–12 meaningful items is easier to maintain and yields more consistent scoring.
Write checklist items in plain, action-oriented language. Use verbs such as verify, confirm, ensure, or evaluate instead of vague terms such as understand or consider.
Revisit your checklist regularly to ensure that it reflects current policies, product updates, or business priorities. Set a quarterly review reminder for quality managers.
Combine automation and human review. Use AI checking for factual, pattern-based checks and a human review for qualitative checks, such as those for empathy or tone.
Test your prompts and adjust them to fit your specific needs and workflows.
Run a pilot of the checklist before you use it in production. Test it with a few agents or evaluators. Gather feedback on clarity, relevance, and usability, then adjust your checklist.
Ensure that all reviewers interpret and evaluate the checklist the same way. To achieve this, you can provide trainings, run calibration sessions, or share scoring examples.

Sample promptsClick to expand

Customer empathy and communication

Language: English GB
Description: Ensures that agents demonstrate empathy, active listening, and clarity during customer interactions.

Item name	Help text	Automated checking	Mark as important
Greeting and Introduction	Verify that the agent greeted the customer politely and introduced themselves at the start of the interaction.	No automation	Yes
Acknowledges Customer Concern	Check if the agent recognized and validated the customer’s concern before providing a solution.	AI checking	Yes
Clear Communication	Ensure that the agent used clear, concise language without jargon or filler.	No automation	No
Positive Closing	Confirm that the agent closed the interaction with a friendly and professional tone, thanking the customer.	AI checking	No

Compliance and policy adherence

Language: English GB
Description: Helps supervisors confirm that agents follow internal guidelines and maintain compliance across customer interactions.

Item name	Help text	Automated checking	Mark as important
Identity Verification	Check whether the agent followed all the required steps to verify the customer’s identity before sharing information.	AI checking	Yes
Accurate Policy Information	Confirm that all information shared aligns with the latest company policy and terms.	AI checking	Yes
Sensitive Data Handling	Ensure that no personal or confidential information was exposed in the conversation.	AI checking	Yes
Escalation Procedure	Verify that the agent followed the correct escalation process when unable to resolve the issue.	No automation	No

Resolution and follow-up

Language: English GB
Description: Evaluates how effectively agents use product knowledge to diagnose issues and deliver accurate resolutions.

Item name	Help text	Automated checking	Mark as important
Confirms Issue Resolution	Check if the agent verified that the issue was resolved before ending the conversation.	AI checking	Yes
Documents Resolution Clearly	Ensure that the agent recorded the steps taken and the outcome in the system notes.	No automation	No
Closes Interaction Positively	Verify that the agent thanked the customer and confirmed if they needed further assistance.	AI checking	No

Click Menu > Conversation Intelligence > Quality Management > Agent Checklists.
To add a new agent checklist, click Create Checklist. The Checklist Editor window appears.
To edit an existing agent checklist, click its hyperlink in the table. The Checklist Editor window appears.
In the Checklist Name box, specify the name of the agent checklist.
In the Language box, select the language of the agent checklist.
Under Checklist items, click Add item.
1. In the Item name box, specify the name of the item.
2. In the Help text box, provide detailed instructions for the checklist item.
  If you want to enable AI Checking, help text is required.
3. Under Automated checking, select No Automation or AI Checking.
4. Under Mark as important, toggle Yes or No.
  If you toggle to Yes, the item appears in bold for the agent.
5. Click Done.
To add another item, click Add item again.
To go back and edit an existing item, click Edit .
To delete an item that is currently expanded, click Delete. If the item is collapsed, click Trash .
To reorder items, click Grip and drag an item.
After you add every item to the agent checklist, click Save Checklist.

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