Genesys Cloud - Main

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig
------------------------------