Genesys Cloud Copilot work team manager AI agent

AI-generated summary

Genesys Cloud Copilot work team manager AI agent is an upcoming feature that enables supervisors and administrators to create, find, and manage work teams through a unified interface while maintaining accurate team membership. The platform provides comprehensive work team management capabilities through a suite of integrated tools designed to organize and administer team membership across an organization. Core functionality includes the ability to list all work teams, search teams by name, view detailed team information including division and member count, and display all members of specific teams. Administrators can perform bulk operations to add up to 50 users to a team or remove up to 50 users from a team in single operations, as well as determine which team a user belongs to and create new work teams. The system includes a verification feature that alerts administrators if a user is already assigned to another team and prompts confirmation before reassigning them. The work team manager AI agent collects and validates required fields for team creation, searches and displays work teams with key details, and retrieves team member lists for verification. It supports adding multiple users to teams in a single request with guided disambiguation and validation, as well as removing members with confirmation and per-user outcome reporting. The tool confirms all intended changes before executing team creation or membership updates and provides detailed error reporting when requests cannot be completed due to missing permissions, duplicate team names, missing users, or existing team assignments. The platform supports complex workflows including moving users between teams, creating new teams in specific divisions with conditional member assignment, and identifying misassigned team members through comprehensive roster reviews. The assistant performs validation at each step to ensure data accuracy and operational integrity, enabling supervisors to manage team membership accurately from a single interface. This documentation is part of a larger resource that includes related articles on Genesys Cloud Copilot, browser extensions, Zendesk integration, and the Embeddable Framework, with user feedback mechanisms available for continuous documentation improvement.

The work team manager AI agent helps supervisors and administrators create, find, and manage work teams. This allows them to keep team membership accurate through a single screen.

You can use the work team manager AI agent to perform the following tasks:

Collect and validate the required fields and create a work team.
Search and view work teams to find teams and inspect key details such as division and member count.
View the members of a work team so you can confirm who belongs to the team and review their membership.
Add members to a work team with guided disambiguation and validation. You can add multiple users in one request.
Remove members from a work team with confirmation and clear outcomes per user.

Genesys Cloud Copilot confirms what it intends to change before it creates a team or updates membership. Genesys Cloud Copilot also reports when it cannot complete a request, for example due to missing permissions, duplicate team names, missing users, or users who are already assigned to another team.

Sample promptsClick to expand

Find the team that Agent A belongs to, then remove the user from the team and add them to ‘Digital Work Team'. Add Agent B to the same team.

Create a new team called ‘Digital Care West’ in the New Home division, then add Agent A. If Agent A is already on another team, tell me which team they are on and ask whether you should move them.

Show me all members of the ‘Digital Care’ team assignment.

ToolsClick to expand

Get work teams: Retrieve all available work teams in the organization.
Search work teams by name: Find teams by name.
Get work team details: Retrieve detailed information about a specific work team.
Get work team members: Retrieve all members of a specific work team.
Find work team of user: Determine which team a user belongs to.
Create work team: Create a new work team.
Add users to work team: Add up to 50 users to a team.
Remove users from work team: Remove up to 50 users from a team.

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