Bulk operations in Genesys Cloud Copilot

AI-generated summary

Genesys Cloud Copilot enables bulk operations to find and update up to 50 users and their attributes through natural language commands, supporting searches across multiple criteria including email address, language proficiency, skills, queue membership, and roles with partial matching and comparison operators. Supported bulk operations include adding or removing users from queues, activating or deactivating queue users, setting presence status, and modifying user roles, with the system providing attribute confirmation, requiring action confirmation before execution, and displaying completion or error notifications. Operations exceeding the 50-entity limit trigger user notification, and bulk operations are restricted to specific supported actions; other updates such as individual skill assignments are processed separately and charged individually. To optimize search accuracy and results, users should employ uppercase logical operators (AND, OR, NOT), use parentheses to group conditions, utilize exact attribute syntax such as "department = 'Sales' AND state = 'active'," and employ precise names for queues, skills, languages, and roles rather than pronouns or informal phrasing. Search prompts should be limited to a maximum of three attributes, with complex queries broken into smaller sequential prompts, particularly when incorporating multiple exclusions or Boolean operators. Users must review matched results prior to executing updates to verify accuracy. The platform provides feedback mechanisms for reporting issues including inaccurate information, outdated content, or clarity concerns, with options to specify user roles, and related resources cover Genesys Cloud Copilot functionality, AI actions, trust and control mechanisms, user management, call recording, and Architect tools.

You can use Genesys Cloud Copilot to find and update up to 50 users and their attributes with a single utterance. You can search for users using one or more of the following criteria, including partial searches and similarities. You can also use operators, such as less and greater than.

Email address
Language
Language proficiency
Skill
Skill proficiency
Queue membership
Role

You can use Genesys Cloud Copilot to perform the following operations for multiple users at the same time:

Add users to a queue.
Remove users from a queue.
Activate users in a queue.
Deactivate users in a queue.
Set presence status.
Add roles to user.
Remove roles from users.

When the prompt does not follow the exact attribute naming conventions, Genesys Cloud Copilot offers you a list of potential attributes to confirm. It also asks for confirmation before it performs any action, and notifies you after the action is complete. If an exception occurs with any action, Genesys Cloud Copilot displays an error. If you exceed the limit of 50 entities to update in a single prompt, Genesys Cloud Copilot notifies you.

Note: Bulk operations are only available for specific supported actions. Genesys Cloud Copilot user management assistant processes other user attribute updates as individual actions rather than bulk operations. For example, Genesys Cloud Copilot supports skill assignment and skill proficiency updates, but it performs each skill assignment and each skill proficiency update one at a time.

Each individual attribute update that Genesys Cloud Copilot processes and which is not part of bulk operations is charged as a separate action.

Best practicesClick to expand

To improve search accuracy, use clear and explicit prompts. Natural language can sometimes be interpreted in more than one way, especially when a prompt includes several conditions, exclusions, or nested logic.

Consider the following best practices when writing search prompts:

Use uppercase logical operators, such as AND, OR, and NOT. Cloud Copilot treats them as explicit search logic.
Use parentheses to group conditions and reduce ambiguity. For example: (department = "Sales" OR department = "Support") AND state = "active".
Use explicit attribute names instead of pronouns or informal phrasing. For example, use department = "Sales" AND state = "active" instead of users in Sales who are active.
Use exact names for queues, skills, languages, and roles whenever possible.
Limit search prompts to a maximum of three attributes.
Break complex searches into smaller prompts, especially when using multiple exclusions or combinations of AND, OR, and NOT.
Review the list of matched users before you apply updates.

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Bulk operations in Genesys Cloud Copilot

AI-generated summary

Email address
Language
Language proficiency
Skill
Skill proficiency
Queue membership
Role

You can use Genesys Cloud Copilot to perform the following operations for multiple users at the same time:

Add users to a queue.
Remove users from a queue.
Activate users in a queue.
Deactivate users in a queue.
Set presence status.
Add roles to user.
Remove roles from users.

Each individual attribute update that Genesys Cloud Copilot processes and which is not part of bulk operations is charged as a separate action.

Best practicesClick to expand

Consider the following best practices when writing search prompts:

Use uppercase logical operators, such as AND, OR, and NOT. Cloud Copilot treats them as explicit search logic.
Use parentheses to group conditions and reduce ambiguity. For example: (department = "Sales" OR department = "Support") AND state = "active".
Use explicit attribute names instead of pronouns or informal phrasing. For example, use department = "Sales" AND state = "active" instead of users in Sales who are active.
Use exact names for queues, skills, languages, and roles whenever possible.
Limit search prompts to a maximum of three attributes.
Break complex searches into smaller prompts, especially when using multiple exclusions or combinations of AND, OR, and NOT.
Review the list of matched users before you apply updates.

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Bulk operations in Genesys Cloud Copilot

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Bulk operations in Genesys Cloud Copilot

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