Bulk operations

AI-generated summary

Genesys Cloud Copilot offers bulk operations to find and update up to 50 users and their attributes through a single natural language command. You can search based on several criteria, and use similarity matching and comparison operators. Genesys Cloud Copilot supports performing user management actions such as bulk operations. These actions include adding or removing users from queues, activating or deactivating queue users, setting presence status, and adding or removing user roles.

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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