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.

    • 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.

    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 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 the agent recorded the steps taken and the final 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

    1. Click Menu > Conversation Intelligence > Quality Management > Agent Checklists.
    2. To add a new agent checklist, click Create Checklist. The Checklist Editor window appears.
    3. To edit an existing agent checklist, click its hyperlink in the table. The Checklist Editor window appears.
    4. In the Checklist Name box, specify the name of the agent checklist.
    5. In the Language box, select the language of the agent checklist.
    6. 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.
    7. To add another item, click Add item again.
    8. To go back and edit an existing item, click Edit .
    9. To delete an item that is currently expanded, click  Delete. If the item is collapsed, click Trash .
    10. To reorder items, click Grip and drag an item.
    11. After you add every item to the agent checklist, click Save Checklist.