Work with agent checklists

Prerequisites

Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
Agent Copilot Administrator role

Notes:

Agent Copilot uses the help text specified under each checklist item to perform automatic evaluation. It does not use the checklist item names for evaluation.
Agent Copilot only evaluates checklists on agent turns.

Tips:

Make sure that the help text language matches the checklist language. This improves performance.
Keep the help text simple, concise, and focused on a single action that an agent must perform, such as Confirm customer’s registered phone number.

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.
  Help text is required if you want to enable AI Checking.
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.