Genesys Prompts

Write a real-time Agent Copilot guidance script for [COMPANY] agents resolving [ISSUE_TYPE] calls in Genesys Cloud CX. Provide an empathetic opening line, five ordered diagnostic questions, next-best-action phrasing for each step, clear escalation triggers, and a 2-sentence post-call wrap-up note template. Keep the script usable on calls under four minutes and match [BRAND_TONE].

Act as a knowledge management specialist for [COMPANY] using Genesys Cloud CX Knowledge. Given the support article on [ARTICLE_TOPIC], rewrite it so Virtual Agents and Agent Copilot can retrieve it reliably: short title under 60 characters, a 3-line direct answer first, then numbered steps, then a related-questions section. Use plain language, remove jargon, and add metadata labels [LABEL_1] and [LABEL_2].

Create self-service deflection content for [COMPANY] Web Messaging in Genesys Cloud CX to resolve [ISSUE_TYPE] without an agent. Write a friendly bot greeting, three quick-reply options, a step-by-step resolution flow with decision points, and a graceful agent handoff message carrying full conversation context. Cap each bot message at 40 words and match [BRAND_TONE].

Design Predictive Routing rules for [COMPANY] in Genesys Cloud CX for the [QUEUE_NAME] queue. Define matching logic using customer segment, agent skills, language, and past interaction outcome data. Specify fallback routing when no skilled agent is available, priority handling for [VIP_SEGMENT] customers, and success metrics to review after 30 days. List each rule as an if-then statement.

Build a quality management scorecard for [COMPANY] voice interactions in Genesys Cloud CX that Virtual Supervisor can auto-populate. Define eight weighted criteria covering greeting, empathy, process compliance, knowledge accuracy, and closing, each with a 1 to 5 scale and observable indicators. Add one mandatory fail rule for [COMPLIANCE_REQUIREMENT] and a coaching comment field per section.

Write a CSAT recovery email for [COMPANY] customers who rated [CSAT_SCORE] or below on ticket [TICKET_ID] in Genesys Cloud CX. Open with a sincere apology without excuses, reference the specific issue, offer one concrete remedy, and invite the customer to reply directly to a senior agent. Keep it under 120 words, sign as [AGENT_NAME], and include a callback offer.

Create a set of five canned response macros for [COMPANY] email agents in Genesys Cloud CX covering: status update, refund approval, escalation to [TEAM_NAME], missing information request, and positive resolution close. Each macro must include [CUSTOMER_NAME] and [TICKET_ID] placeholders, stay under 100 words, sound human not robotic, and end with a clear next step.

Generate a Speech and Text Analytics insight report brief for [COMPANY] leadership based on Genesys Cloud CX data for [TIME_PERIOD]. Summarize the top five emerging customer intents with example phrases, the top three agent coaching gaps with frequency counts, and sentiment trend versus the prior period. Close with three prioritized actions, each with an expected impact and an owner role.

Create training intents for a Genesys Cloud CX Virtual Agent serving [COMPANY] on [CHANNEL]. Define ten intents for [PRODUCT_LINE] including intent name, 12 to 15 varied customer utterances each, key entities to extract, and the fulfillment action per intent. Include one fallback intent with a clarifying question and an agent handoff path. Format output as a clean table.

Write a week-one onboarding playbook for new [COMPANY] support agents on Genesys Cloud CX. Cover day-by-day learning goals, key screens in the agent desktop, how to use Agent Copilot and auto summaries, first-week quality targets, and a practice role-play scenario for [ISSUE_TYPE]. End with a manager checklist confirming readiness before the agent joins [QUEUE_NAME].