Genesys Cloud Decision Trees for Contact Centre Teams
Process Shepherd is a decision-tree and agent scripting platform that integrates directly with Genesys Cloud, giving contact centre agents real-time, guided workflows so every interaction follows the right process from start to finish.
Reduction
In Onboarding Time
Faster
Ramp-Up to Full Productivity
Reduction
In Average Handling Time
More Consistent Resolutions
Across All Agents
Guide Agents Through Every Interaction — In Real Time
Customer interactions leave little room for uncertainty. When agents aren't sure which process applies, what step comes next, or how to handle rare or high-risk scenarios, mistakes happen quickly — inconsistent responses, missed compliance steps, and unnecessary escalations.
Process Shepherd removes that uncertainty. As agents handle calls, chats, or emails in Genesys Cloud, they're guided step by step through the correct workflow, helping them handle even complex interactions confidently and consistently from day one.
Genesys Cloud manages customer interactions. Process Shepherd provides the execution layer that ensures those interactions follow the right process. Guided workflows adapt automatically based on interaction type and routing queue, so agents don't rely on memory, static scripts, or supervisor intervention. Each interaction follows a structured, approved path while still feeling natural to the customer.
Native Genesys Cloud Interaction Widget - Building Workflows Without Code
Process Shepherd embeds directly into Genesys Cloud as a native Interaction Widget, appearing alongside live customer interactions.
Using Genesys Cloud's Interaction Pop capability, the system analyzes real-time context — such as interaction type and routing queue — and automatically presents the most relevant workflow or script for that situation. Agents no longer need to search for procedures or guess which guide applies.
An automated installation wizard provisions required roles, groups, OAuth clients, and the interaction widget, ensuring a clean setup that aligns with your Genesys Cloud environment.
Create decision trees and agent scripts using a drag-and-drop interface designed for non-technical teams. When processes change, update the workflow once and every agent follows the new guidance immediately across all interactions.
Connect Processes to Live Interaction Data. Instant, Context-Aware Guidance
Agents don't have time to search documentation mid-interaction. Process Shepherd delivers step-by-step guidance inside the interaction, adapting dynamically based on customer responses and real-time data. Built-in knowledge management provides inline documentation, and updates to knowledge articles are reflected automatically in the workflows.
Process Shepherd workflows don't operate in isolation. Each guided session responds to live Genesys Cloud context and can include automated CRM activities, such as checking account states or recording interaction outcomes. This reduces manual steps, minimizes errors, and ensures processes are executed exactly as designed.
Nightly synchronization keeps Genesys Cloud users and groups aligned, ensuring permissions and organizational structures stay accurate as teams evolve.
Continuous, Data-Driven Support
Every guided session is linked to a Genesys Cloud Interaction ID, enabling detailed reporting on how workflows perform in real customer interactions.
Track completion rates, identify friction points, and understand where agents need additional support. Export reporting to tools like PowerBI to continuously refine processes and improve outcomes based on real usage — not assumptions.
When agents are guided through every interaction, performance improves without increasing pressure. Agents feel confident instead of exposed. Supervisors gain consistency instead of variability. Customers receive more accurate, reliable service.
Process Shepherd turns Genesys Cloud into more than an interaction platform — it becomes a structured, repeatable execution system that scales with your contact centre.
Ready to See It in Action?
Schedule a demo to see how real-time decision trees and agent scripting work inside Genesys Cloud.
