4.- Contact Center Configuration


Call Routing & Message Routing

Call Routing Navigation: Admin → Routing → Call Routing Message Routing Navigation: Admin → Routing → Message Routing

Overview

Both Call Routing and Message Routing serve the same fundamental purpose: mapping an inbound address to an Architect flow. The difference is the channel.

Feature Call Routing Message Routing
Channel Voice (inbound phone calls) Digital (SMS, web messaging, messaging apps)
Entry point Inbound telephone number (DID) Inbound messaging address or number
Flow type Inbound Call Flow Inbound Message Flow
Schedule support Yes — via Schedule Groups No — message flows handle scheduling internally
Emergency support Yes — via Emergency Groups No
Admin location Admin → Routing → Call Routing Admin → Routing → Message Routing

Call Routing

What Is a Call Route?

A Call Route connects an inbound telephone number to an Architect inbound call flow, with optional schedule-based and emergency routing logic layered on top.

When a customer dials a number, Genesys Cloud:

  1. Identifies the matching call route
  2. Checks if an emergency group is active
  3. Evaluates the schedule group (open / closed / holiday)
  4. Executes the appropriate Architect flow

Call Route Components

Component Description
Route Name Unique identifier
Division Administrative ownership
Inbound Numbers The DID(s) assigned to this route
Routing Mode Always Open, or Schedule-Based
Schedule Group Determines open/closed/holiday logic
Open Flow Architect flow during open hours
Closed Flow Architect flow during closed hours
Holiday Routing Use Closed Flow, Route to Holiday Flow, or Bypass
Emergency Group Overrides all routing when activated
Emergency Flow Architect flow when emergency is active

Routing Mode: Always Open vs. Schedule-Based

Mode When to Use
Always Open 24/7 operations — one flow handles all calls regardless of time
Schedule-Based Business hours operations — different flows for open, closed, and holidays

Holiday Routing Options

Option Behaviour
Use Closed Flow Holiday calls follow the same logic as after-hours
Route to Holiday Flow Dedicated holiday Architect flow (custom message)
Bypass Holiday Routing Holiday schedules are ignored — treats holiday as a normal day

Creating a Call Route

  1. Admin → Routing → Call Routing
  2. Click Add
  3. Enter Route Name and select Division
  4. Assign Inbound Numbers (DIDs)
  5. Choose Routing Mode:
    • If Always Open: select the single Call Flow
    • If Schedule-Based: select Schedule Group, then assign Open Flow, Closed Flow, and Holiday options
  6. Optionally configure Emergency Routing:
    • Enable emergency toggle
    • Select Emergency Group
    • Select Emergency Flow
  7. Click Save

Call Routing Decision Flow

Inbound call arrives on DID
      ↓
Call Route identified
      ↓
Emergency Group active?
  YES → Emergency Flow
  NO  ↓
Always Open?
  YES → Open Flow
  NO  ↓
Schedule Group evaluation
  ↓
┌──────────┬──────────┬──────────┐
│  Open    │  Closed  │ Holiday  │
│  Flow    │  Flow    │  Flow    │
└──────────┴──────────┴──────────┘

Prerequisites Before Creating a Call Route

Call Route Example

Setting Value
Route Name US_Support_Main
Division Customer Support
Inbound Number +1-800-555-1234
Routing Mode Schedule-Based
Schedule Group US_Support_ScheduleGroup
Open Flow Support_IVR_Main
Closed Flow Support_AfterHours
Holiday Option Route to Holiday Flow
Holiday Flow Support_HolidayClosure
Emergency Group US_Support_Emergency
Emergency Flow Emergency_Announcement

Message Routing

What Is Message Routing?

Message Routing maps an inbound messaging address or number to an Architect inbound message flow. When a customer sends an SMS or web message to a configured address, Genesys routes it to the associated flow for bot handling or agent queue delivery.

Message Routing Page Layout

The Message Routing page shows two columns:

Column Description
Inbound Message Flows The Architect flow that will process the message
Inbound Address The messaging number or address that triggers the flow

Each routing entry links one or more addresses to one flow.

Message Routing Components

Component Description
Inbound Message Flow A published Architect inbound message flow
Inbound Address SMS number, web messaging address, or other digital channel address

ℹ️ Unlike Call Routing, Message Routing has no built-in schedule group or emergency group fields. Time-based logic for messaging is handled inside the Architect message flow itself using Evaluate Schedule Group actions.

Creating a Message Route

  1. Admin → Routing → Message Routing
  2. Click + (Add)
  3. Click Select Flow → begin typing the flow name → select it
  4. Click Select Addresses → choose the inbound number(s) or address(es)
  5. Click Add
  6. Click Save

Prerequisites Before Creating a Message Route

Message Routing Workflow

Customer sends message
      ↓
Messaging channel (SMS / Web Messaging / App)
      ↓
Inbound address matched
      ↓
Message Routing entry found
      ↓
Architect Inbound Message Flow executes
      ↓
Bot / automation or agent queue

Common Message Flow Patterns

Pattern Flow Logic
Simple queue delivery Send greeting → Transfer to ACD queue
Bot self-service Collect intent → automated response → escalate if unresolved
Order status Request order number → Data Action lookup → return status
Appointment scheduling Collect date/time preference → create callback

Message Route Example

Setting Value
Inbound Message Flow Customer_Service_MessageFlow
Inbound Address +1-800-555-8888
Division Customer Service

Troubleshooting

Call Routing

Issue Cause Fix
Calls not reaching flow DID not assigned to route Verify inbound number on the call route
Wrong flow playing Incorrect schedule group or flow assignment Review schedule group and flow assignments
Emergency routing not activating Emergency group not activated Go to Emergency Groups → activate
Calls always closed Schedule group time zone wrong Verify time zone on the schedule group
Flow not executing Flow is unpublished in Architect Publish the flow

Message Routing

Issue Cause Fix
Messages not reaching flow Address not assigned to routing entry Verify address assignment in message routing
Wrong flow triggered Incorrect routing entry Update the message routing entry
No automated response Flow not published Publish the Architect message flow
Duplicate routing Address assigned to multiple entries Check for conflicting routing entries

Key Facts for Exam / Interview

Question Answer
Where is call routing configured? Admin → Routing → Call Routing
What determines open/closed routing for voice? Schedule Groups
How do you override all routing for voice calls? Activate an Emergency Group
Where is message routing configured? Admin → Routing → Message Routing
Does message routing have schedule group support? No — time-based logic is built into the Architect message flow
What must exist before creating either route type? A published Architect flow of the matching type

See Also

Emergency Groups

Navigation: Admin → Routing → Emergency Groups Used by: Call Routing configurations

What Are Emergency Groups?

An Emergency Group is a switch that overrides all normal schedule-based call routing when activated. When an emergency group is active, inbound calls bypass the schedule group entirely and route directly to a designated emergency call flow.

Use cases: office closures, power outages, network failures, natural disasters, building evacuations, planned maintenance requiring full call redirection.

⚠️ Emergency Groups have the highest routing priority. They override Open / Closed / Holiday schedule logic. An active emergency group = all calls go to the emergency flow, regardless of time of day.

Emergency Group Components

Component Description
Name Unique identifier for the group
Division Administrative ownership and access scoping
Activation Status On = emergency routing active; Off = normal routing
Usages Shows which call routes and flows reference this group — critical for impact assessment

Creating an Emergency Group

  1. Admin → Routing → Emergency Groups
  2. Click Add
  3. Enter a unique Emergency Group Name
  4. Select Division
  5. Click Save

The group is created in a deactivated state — it has no routing impact until activated.

Connecting an Emergency Group to a Call Route

Creating the group alone does nothing. It must be assigned to a Call Route:

  1. Admin → Routing → Call Routing → open the target route
  2. Enable Emergency toggle
  3. In the Emergency Group field, select the group you created
  4. In the Emergency Flow field, select the published Architect flow to use during emergencies
  5. Click Save

Activating an Emergency Group

When an incident occurs:

  1. Admin → Routing → Emergency Groups
  2. Find the group
  3. Toggle Activation to On
  4. Calls immediately begin routing to the emergency flow

To restore normal routing:

  1. Return to Emergency Groups
  2. Toggle Activation to Off

✅ Best practice: Test activation/deactivation during a low-traffic window before a real incident occurs. Know exactly where to find this toggle under pressure.

Routing Priority Diagram

Incoming Call
      ↓
Call Route
      ↓
Emergency Group active?
      ↓
┌──── YES ─────────────────────┐
│  Emergency Flow executes     │
│  (schedule ignored entirely) │
└──────────────────────────────┘
      ↓ NO
Schedule Group evaluated
      ↓
Open / Closed / Holiday → respective flow

Common Emergency Flow Designs

Simple Closure Announcement

Start
  ↓
Play Emergency Announcement
  ↓
Disconnect

Redirect to Backup Location

Start
  ↓
Play Brief Message ("We are experiencing an outage...")
  ↓
Transfer to backup contact center DID

Alternate Contact Information

Start
  ↓
Play Emergency Message
  ↓
Provide website / email / alternate number
  ↓
Disconnect

✅ Keep emergency flows simple. Complex logic is a liability during an outage. The goal is: play a clear message, offer an alternative, end the call.

The Usages Field

The Usages field on an emergency group shows every call route and Architect flow that references it. Always check this before making changes — it tells you the blast radius of any modification or activation.

Naming Convention

Format Example
<Region>_<Dept>_Emergency US_Support_Emergency
<Site>_<Function>_Emergency Monterrey_IVR_Emergency

Troubleshooting

Issue Cause Fix
Emergency routing not activating Group not assigned to the call route Edit call route → assign emergency group
Group is active but calls still follow normal schedule Emergency flow not assigned to the route Assign the emergency flow on the call route
Emergency flow errors out Flow has unpublished changes or broken logic Open Architect, validate, publish latest version
Wrong routes affected Unexpected routes also reference the group Check Usages field; scope the group correctly
Normal routing not restoring after deactivation Underlying schedule or call route was already misconfigured Test non-emergency routing path separately
Admin cannot modify group Division permission issue Verify division assignment and admin role permissions

Troubleshooting Checklist

Check ✓
Emergency group created ☐
Correct division selected ☐
Emergency group assigned to all relevant call routes ☐
Emergency flow is published in Architect ☐
Emergency flow assigned to call route ☐
Tested activation in non-production or low-traffic window ☐
Verified Usages field — no unexpected routes affected ☐
Confirmed normal routing works when group is deactivated ☐

Key Facts for Exam / Interview

Question Answer
Where are emergency groups configured? Admin → Routing → Emergency Groups
What does activating an emergency group do? Overrides all schedule-based routing — all calls go to the emergency flow
What must be done after creating an emergency group? Assign it to a call route AND assign an emergency flow on that route
How do you check what a group affects? The Usages field on the group
What is the routing priority order? Emergency Group → Schedule Group → Open/Closed/Holiday flows
What is the most common implementation mistake? Creating the group but forgetting to assign it to the call route, or not assigning an emergency flow

See Also

External Contacts

Navigation: Admin → Directory → External Contacts

What Are External Contacts?

External Contacts is the central repository for people and organizations outside your company — customers, vendors, partners, suppliers. Contact records surface in the agent workspace during live interactions, giving agents immediate context without switching systems.

There are two object types:

Object What It Represents
External Organization A company or entity (e.g., "Oracle Support", "Acme Corp")
External Contact An individual person, optionally linked to an External Organization

✅ Best practice: Create the External Organization first, then create contacts linked to it. This allows you to track all individuals from the same company under one record.

Creating an External Organization

  1. Admin → Directory → External Contacts
  2. Click Add → Organization
  3. Fill in:
Field Notes
Name Company name — required
Website Company URL
Address Physical address
Custom Fields Org-specific fields you've configured (e.g., Account ID, SBC Serial Number)
  1. Click Save

Creating an External Contact

  1. Admin → Directory → External Contacts
  2. Click Add → Contact
  3. Fill in:
Field Notes
First Name / Last Name Required — the only mandatory fields
Associate Org Link to an External Organization (search and select)
Email Work, cell, or home addresses
Phone Add one or more numbers
SMS Toggle ⚠️ Click the SMS icon next to each phone number to explicitly enable or disable SMS — not enabled by default
Social Media Add handles for WhatsApp, Twitter/X, Facebook, Line
Survey Opt-Out Check to prevent automated post-call surveys from being sent to this contact
Notes Free-text historical context not captured in standard fields
External System Link A URL pointing to your own internal CRM or database record for this contact
  1. Click Save

SMS Toggle — Important Detail

SMS capability on a phone number is not enabled by default. For each number on a contact record:

This must be set explicitly — there is no org-wide "enable SMS for all contacts" switch.

Survey Opt-Out

The Survey Opt-Out checkbox on a contact record:

Custom Fields

Both External Organizations and External Contacts support custom schema fields:

Bulk Management

For large contact databases, manual entry is not practical. Three methods:

Method Best For
CSV Upload One-time or periodic bulk imports from a spreadsheet
CRM Sync Continuous sync from Salesforce or other supported CRMs — keeps contacts current automatically
External Contacts API Custom integrations pushing data from internal systems (ticketing, billing, ERP, etc.) into Genesys

Where Agents See This Data

During a live interaction, the CX Agent Workspace automatically surfaces the matching External Contact record when the caller's number matches a record in External Contacts. Agents see:

This eliminates the need for agents to look up customer records manually during a call.

Division Behaviour

⚠️ External Contacts cannot be reassigned between divisions after creation. If a contact needs to move to a different division, you must delete the record and recreate it in the correct division.

Plan your division structure before bulk-importing contacts.

Quick Reference — Key Facts

Feature Detail
Object types External Organization + External Contact
Required fields (Contact) First Name and Last Name only
SMS Must be explicitly toggled per phone number
Survey opt-out Per-contact checkbox
Division reassignment Not supported — delete and recreate
Bulk import CSV, CRM sync (Salesforce), or API
Agent visibility CX Agent Workspace during live interactions
Custom fields Configurable at schema level for both Orgs and Contacts

See Also

Scheduling & Schedule Groups

Scheduling & Schedule Groups

Section Description
Module Context Schedules are part of Routing and Architect decision logic in Genesys Cloud.
Purpose A schedule stipulates when a flow runs based on date, time, or event.
Primary Use Business hours, after-hours support, holidays, recurring events, maintenance windows, and special situations.
Admin Location Admin → Routing → Scheduling

Study Notes

Topic Explanation
Schedule A time-based object that determines when routing or flow logic is active.
Schedule Group Groups multiple schedules into Open, Closed, and Holiday categories for routing.
Architect Usage Architect uses schedules to determine how inbound and outbound interactions should be handled.
Recurrence Support Schedules can be one-time or repeating (daily, weekly, monthly, yearly, or custom iCal rule).
Evaluation Order In Architect: Emergency → Holiday → Closed → Open
Default Branch If no schedule matches, Closed is the default branch in Evaluate Schedule Group.
Time Zone Set on the Schedule Group — most common misconfiguration is a wrong or missing time zone.

Navigation

Task Navigation
View Schedules Admin → Routing → Scheduling
Create Schedule Admin → Routing → Scheduling → Add Schedule
View Schedule Groups Admin → Routing → Scheduling → Schedule Groups
Use in Architect Architect → Open Flow → Add Evaluate Schedule Group action

Schedule Configuration Fields

Field Description Example
Schedule Name Unique name for the schedule US_Support_BusinessHours
Division Determines administrative ownership and access Home
Repeating Event Enables recurring schedule logic Enabled
Start Date Date when the schedule starts 2026-03-01
End Date Date when the schedule ends 2026-12-31
Start Time Time when the schedule starts 08:00
End Time Time when the schedule ends 18:00
All Day Enables full-day schedule instead of start/end times Disabled
Repeats Every Defines recurrence pattern Weekly
Start Option Defines when recurrence begins On Date
End Option Defines when recurrence stops No End Date
iCal Rule Advanced recurrence rule configuration FREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR

Schedule Types

Schedule Type Example
One-Time July_4_Closure
Daily After_Hours_Daily
Weekly Mon_Fri_BusinessHours
Monthly First_Monday_Maintenance
Yearly Christmas_Holiday
Advanced Rule FREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR

Example business-hours schedule:

Field Value
Name US_Support_BusinessHours
Repeating Event Enabled
Repeats Every Weekly
Days Monday–Friday
Start Time 08:00
End Time 18:00
End Option No End Date

Schedule Group Configuration

Component Description
Open Schedule Defines when the business is open
Closed Schedule Defines after-hours or closure periods
Holiday Schedule Defines holiday dates — overrides Open
Time Zone Applied at the Schedule Group level — determines when schedules activate
Emergency Group Separate object that overrides all schedule-based logic when activated

⚠️ Most common misconfiguration: Setting the wrong time zone on the Schedule Group, causing callers to hit closed or holiday paths at unexpected times.

Architect Evaluation Order

Evaluate Schedule Group
        ↓
Emergency? (Emergency Group activated?)
        ↓
Holiday? (Current date/time matches a Holiday schedule?)
        ↓
Closed? (Current date/time outside Open schedule?)
        ↓
Open (Default — current date/time matches Open schedule)

If nothing matches, the Closed branch is taken by default.

Routing Architecture

Customer Interaction
        ↓
Call Route or Architect Flow
        ↓
Schedule / Schedule Group Evaluation
        ↓
Open / Closed / Holiday / Emergency
        ↓
Menu / Queue / Voicemail / External Transfer / Disconnect

Real Flow Scenarios

Scenario 1 — Business Hours Menu

Caller Enters Flow
      ↓
Evaluate Schedule Group
      ↓
Open
      ↓
Play Welcome Prompt → Send to Menu → Route to Agent

Scenario 2 — After-Hours Voicemail

Caller Enters Flow
      ↓
Evaluate Schedule Group
      ↓
Closed
      ↓
Play Closed Prompt → Route to Voicemail

Scenario 3 — Holiday Transfer

Caller Enters Flow
      ↓
Evaluate Schedule Group
      ↓
Holiday
      ↓
Play Holiday Prompt → Transfer to External Number

Scenario 4 — Emergency Shutdown

Caller Enters Flow
      ↓
Evaluate Schedule Group
      ↓
Emergency
      ↓
Play Issue Prompt → Disconnect Call

Implementation Steps

Step Action
Step 1 Navigate to Admin → Routing → Scheduling
Step 2 Click Add Schedule
Step 3 Enter unique schedule name
Step 4 Select division
Step 5 Choose one-time or repeating event
Step 6 Configure start date, end date, and time range (or All Day)
Step 7 Configure recurrence settings if repeating
Step 8 Save the schedule
Step 9 Create a schedule group and assign schedules to Open / Closed / Holiday
Step 10 Set the correct time zone on the schedule group
Step 11 Use the schedule group in call routing or Architect

Naming Convention

Resource Example
Schedule US_Support_BusinessHours
Holiday Schedule US_Support_Christmas
Maintenance Schedule US_Support_MaintenanceWindow
Schedule Group US_Support_Main_SG

Best Practices

Practice Reason
Use clear schedule names Makes routing easier to understand and maintain
Separate business hours and holidays into distinct schedules Improves flexibility and troubleshooting
Always use Schedule Groups for production routing Simplifies open/closed/holiday branching
Set the correct time zone on the Schedule Group Prevents incorrect routing behavior
Test all branches (Open, Closed, Holiday, Emergency) Ensures callers hear the correct experience
Review holiday schedules annually Keeps routing accurate over time

Troubleshooting

Issue Cause Resolution
Flow always routes Closed Time zone mismatch or no active Open schedule Verify schedule times and schedule group time zone
Holiday path never triggers Holiday schedule not assigned to group Add holiday schedule to schedule group
Emergency path does not work Emergency group not activated or not assigned to flow Verify emergency group setup and flow logic
Recurring schedule not firing Recurrence settings incorrect Review repeating event settings and end conditions
External transfer not reached Holiday branch misconfigured Check Architect holiday branch and external number
Schedule group unavailable in flow Permission or object visibility issue Confirm access and division permissions

Interview Cheat Sheet

Question Answer
What is a schedule in Genesys Cloud? A time-based object that determines when routing or flow logic is active
What can schedules be used for? Business hours, after-hours, holidays, recurring events, and special situations
What is a schedule group? A grouping of schedules into Open, Closed, and Holiday categories
What is the evaluation order in Architect? Emergency → Holiday → Closed → Open
What happens if nothing matches? Closed is the default path in Evaluate Schedule Group
What is the most common misconfiguration? Wrong time zone set on the Schedule Group

Queues

Topic Detail
Navigation Admin → Contact Center → Queues
Purpose Core ACD routing objects that hold interactions until an agent is available
Max Queues 5,000 queues per organization
Max Members 5,000 members per queue
Tabs General, Routing, Members, Voice, Chat, Message, Email, Callback, Wrap-Up Codes

Step 1 — Initial Queue Creation

  1. Navigate to Admin → Contact Center → Queues
  2. Click Create Queue
  3. Name: Enter a unique name (e.g., VoIP_Tier2_Support)
  4. Division: Select the appropriate Division
    • Controls which admins can manage the queue and which Architect flows can reference it
    • Use different divisions to separate groups such as Finance or HR
  5. Peer ID: Optional — only used when syncing with an external system like Genesys Cloud EX
  6. Click Save

Step 2 — General Tab

Field Description
After Call Work (ACW) Mode Controls how agents transition out of ACW after each interaction
ACW Timeout Maximum ACW duration in seconds — max is 900 seconds
Manual Assignment Allows supervisors to manually push waiting interactions to specific agents (rarely used in high-volume environments)

ACW Modes

Mode Behavior
Mandatory Timeboxed Automatically returns agent to Available after the ACW timeout expires
Mandatory Discretionary Agent stays in ACW until they manually click to finish
Optional Agent can choose to enter ACW or skip it
Optional Timed ACW is optional, but auto-ends after the timeout
None No ACW — agent is immediately available after interaction ends

⚠️ Mandatory Timeboxed is most common in high-volume voice environments. Mandatory Discretionary is preferred when agents need time to complete CRM updates before going available again.

Step 3 — Routing Tab

Routing Methods

Method Behavior
Standard Routes to the longest-idle available agent matching skills
Bullseye Starts with strict skill requirements; relaxes requirements in rings over time if no agent found
Predictive Uses AI to match the best agent to the specific caller based on historical outcomes

Evaluation Methods

Method Behavior
All Skills Matching Agent must have every skill required by the interaction
Best Available Skills Routes to the agent with the highest combined skill proficiency

Scoring Methods

Method Formula / Behavior
Conversation Score Score = (Minutes in Queue) + (Priority Value) — allows high-priority calls to jump ahead of older, lower-priority calls
Priority Score Ranks strictly by priority value set in Architect flow; equal-priority interactions handled FIFO

Step 4 — Members Tab

Option Description
Add User Search for and add individual agents
Add Work Team Add an entire Work Team to the queue

⚠️ Generally add either individual users or a Work Team — not a mix of both for the same queue.

Step 5 — Media-Specific Tabs

Voice Tab

Field Description
Service Level Target percentage of calls answered within the SLA window (e.g., 80%)
Service Level Target Time goal in seconds (e.g., 20 seconds)
In-Queue Flow Architect flow handling the caller's wait experience — plays hold music, EWT announcements, or offers callback
Calling Party Name/Number Outbound caller ID shown to recipients when agents call on behalf of this queue
Alerting Timeout Seconds a call rings at an agent's station before being routed to the next available agent
Default Script Script that pops on the agent's screen when they answer
Whisper Prompt Short audio clip played only to the agent just before the caller connects — helps agents pivot context across multiple queues
Auto-Answer If enabled, call connects to agent automatically without requiring them to click Answer
Continue Voice Recording during Q-Wait Enabled = records hold music; Disabled = recording starts only when agent and caller connect (saves storage)

Chat Tab

Field Description
Service Level & Target SLA goal — digital targets are typically slightly longer than voice (e.g., 80% within 30 seconds)
Alerting Timeout Seconds chat request flashes on agent screen before rerouting to next available agent
Auto-Answer Enabled = chat session connects automatically; Disabled = agent must click Answer
Default Script Published script that loads for the agent — often includes Data Actions to look up customer account data
In-Queue Flow (Message Flow) Architect flow managing the customer wait experience — handles welcome messages and position-in-queue announcements

Message Tab

Covers SMS, WhatsApp, Facebook Messenger, and LINE. Messaging is asynchronous — customers may not reply immediately.

Field Description
Service Level & Target SLA goal — messaging SLAs are typically more relaxed than voice (e.g., 80% within 60 seconds)
Alerting Timeout Seconds the notification flashes for the agent before rerouting
Auto-Answer Enabled = message thread pops open immediately; recommended for high-volume SMS/WhatsApp queues
In-Queue Message Flow Architect Inbound Message Flow — acts as a digital IVR, can collect account number or reason for contact via bot
Default Script Script displaying customer data such as phone number or WhatsApp display name
Outbound SMS Number DID or Short Code used when an agent starts a new outbound SMS — must be provisioned in SMS Inventory

Email Tab

Field Description
Service Level & Target SLA goal — email targets are typically set in hours rather than seconds (e.g., 90% within 4 hours)
Alerting Timeout Seconds email flashes on agent screen before moving to next agent
Auto-Answer Enabled = email workspace opens immediately; best for high-volume ticket environments
Outbound Email Address Address recipients see when an agent replies (e.g., support@company.com)
Email Domain Verified domain used for outbound email — validates sender identity
In-Queue Email Flow Architect Inbound Email Flow — can perform keyword routing (e.g., raise priority if subject contains "Billing")
Default Script Script displaying customer history or canned response suggestions
Auto-Reply Sends an immediate acknowledgement to the customer before an agent reviews the email

Callback Tab

Field Description
Service Level & Target SLA goal — callback clock typically starts when the agent's phone rings for the return call
Alerting Timeout Seconds callback request flashes on agent screen before rerouting
Allow Agents to Take Ownership Agents can claim a scheduled callback so it routes back specifically to them
Ownership Duration How long callback remains reserved for the specific agent — 1 hour to 7 days
Advance Scheduling How far in advance an agent can schedule a callback — 1 hour to 30 days
Auto-Answer Enabled = system dials customer and connects agent automatically; Disabled = agent must manually click Call

Wrap-Up Codes Tab

  1. Navigate to the Wrap-Up Codes tab within the Queue
  2. Click + or use the search box
  3. Add the codes created under Admin → Contact Center → Wrap-Up Codes

⚠️ Critical: If wrap-up codes are not added to the queue here, agents cannot tag their interactions even if the codes exist globally in the system.

Interview Cheat Sheet

Question Answer
Max queues per org? 5,000
Max members per queue? 5,000
Max ACW timeout? 900 seconds
What does Bullseye routing do? Starts with strict skills; relaxes requirements in rings over time
Conversation Score formula? Minutes in Queue + Priority Value
When does an interaction count toward utilization? When it starts Alerting (ringing), not when answered
Can you mix Users and Work Teams in a queue? Not recommended — use one or the other

ACD Skills & Languages

Topic Detail
Navigation Admin → Contact Center → ACD Skills & Languages
Purpose Define skills and languages used by the ACD routing engine to match interactions to the right agents
Proficiency Scale 1 (Beginner) to 5 (Expert)
Skill Status Active (default) or Inactive (retired — preserves historical reporting data)

Creating a Skill

  1. Navigate to Admin → Contact Center → ACD Skills & Languages
  2. Click Add Skill
  3. Name: Enter a descriptive name (e.g., Tier_2_SBC_Troubleshooting)
  4. Category: Optional grouping folder (e.g., Technical, Soft Skills, Product Knowledge) — helps organize hundreds of skills
  5. Status: Active by default — set to Inactive to retire without deleting historical reporting data
  6. Click Save

⚠️ Once created, a skill must be assigned to a User profile or referenced in an Architect flow before it has any effect on routing.

Creating a Language

  1. In the same menu, click the Languages tab
  2. Click Add Language
  3. Start typing the language name (e.g., Spanish) — Genesys Cloud provides a standardized list
  4. Click Save

Languages are treated separately from skills because Genesys Cloud has built-in logic to prioritize a caller's native language during routing.

Assigning Skills to Users

Individual Assignment

  1. Navigate to Admin → People & Permissions → People
  2. Click the User
  3. Go to the ACD Skills or Languages tab on their profile
  4. Click Add Skill and select the skill
  5. Set proficiency Rating (1–5)
  6. Click Save

Bulk Assignment

In the People list: select multiple agents → More Actions → Assign Skill

Proficiency Ratings

Rating Meaning
1 Beginner / Trainee
2 Basic
3 Intermediate
4 Advanced
5 Expert / Subject Matter Expert

Skill Expressions (Advanced Routing)

Instead of a single skill requirement, use a Skill Expression Group with AND/OR logic:

(Skill: SIP == 5) AND (Skill: Oracle_SBC >= 3)

This allows highly specific routing without requiring a separate queue for every possible skill combination. Skill Expression Groups are configured under Admin → People & Permissions → Groups.

How Routing Uses Skills

In Architect's Transfer to ACD action, you specify:

The ACD engine then matches the interaction to an available agent who meets all requirements. With Bullseye routing, if no agent matches, the requirements are relaxed in configurable rings over time.

Interview Cheat Sheet

Question Answer
Where are ACD skills created? Admin → Contact Center → ACD Skills & Languages
What does setting a skill to Inactive do? Retires it from new routing logic without deleting historical data
What is proficiency scale? 1 (Beginner) to 5 (Expert)
How do you assign skills to multiple agents at once? People list → select agents → More Actions → Assign Skill
What is a Skill Expression? AND/OR logic combining multiple skills for routing (e.g., SIP == 5 AND SBC >= 3)
Why are languages separate from skills? Genesys has built-in native-language prioritization logic for languages

Wrap-Up Codes

Topic Detail
Navigation Admin → Contact Center → Wrap-Up Codes
Purpose Allow agents to categorize the outcome of each interaction for reporting, analytics, and quality
Scope Created globally at org level — must also be assigned to each queue individually

Overview

Wrap-up codes are disposition tags agents apply at the end of each interaction to classify what happened (e.g., Resolved, Escalated, Follow-up Required, Technical Issue). They feed directly into:

Creating Wrap-Up Codes

  1. Navigate to Admin → Contact Center → Wrap-Up Codes
  2. Click Add
  3. Enter a Name (e.g., Resolved, Escalated, Follow-up Required)
  4. Select a Division — controls which admins can manage this code
  5. Click Save

Assigning Wrap-Up Codes to a Queue

Codes must be added to each queue individually — creating them globally is not enough.

  1. Navigate to Admin → Contact Center → Queues
  2. Open the queue
  3. Click the Wrap-Up Codes tab
  4. Click + or use the search box
  5. Add the required codes
  6. Click Save

⚠️ Critical: If wrap-up codes are not assigned to the queue, agents cannot tag their interactions — even if the codes exist in the system globally.

Best Practices

Practice Reason
Keep code names clear and consistent Improves reporting accuracy and agent usability
Limit the number of codes per queue Too many choices slow agents during ACW
Use division assignment Restricts management to appropriate admin teams
Review codes periodically Remove outdated codes to keep reporting clean
Align codes with business reporting needs Ensures data collected matches what leadership tracks

Interview Cheat Sheet

Question Answer
Where are wrap-up codes created? Admin → Contact Center → Wrap-Up Codes
Where are they assigned for use? In each queue's Wrap-Up Codes tab
What happens if codes aren't assigned to the queue? Agents cannot tag interactions, even if codes exist globally
What do wrap-up codes feed into? Analytics, historical reports, quality evaluations, WFM data

Utilization

Topic Detail
Navigation Admin → Contact Center → Utilization
Purpose Controls how many simultaneous interactions an agent can handle and which channels can interrupt others
Levels Organization-wide default + per-user override

Overview

Utilization defines agent capacity — how many interaction "slots" an agent has per media type and what priority rules govern interruptions between channels. It prevents agents from being overwhelmed while ensuring high-priority interactions (like voice calls) are never missed.

Organization-Wide Configuration

  1. Navigate to Admin → Contact Center → Utilization
  2. Set Maximum Capacity per media type:
Media Type Typical Capacity
Voice 1 (almost always)
Chat 2–3
Email 4–5
Message 2–3
Callback 1
  1. Configure Can be interrupted by checkboxes — defines which channels can interrupt an active interaction
    • Example: If an agent is working on an Email, can a Voice call interrupt? If checked, the agent sees the incoming call alert while the email draft stays open
  2. Block calls when on a non-ACD call — prevents ACD queue calls from reaching an agent who is already on an internal/personal call (Busy-on-Busy logic)
  3. Click Save

User-Level Override

To set different utilization for a specific agent (e.g., a Lead Engineer or Super Agent):

  1. Navigate to Admin → People & Permissions → People
  2. Select the user
  3. Click the ACD Utilization tab
  4. Toggle Inherit from Organization to Off
  5. Manually adjust capacity and interruption rules for this person
  6. Click Save

Key Technical Rules

Rule Detail
Capacity Number of simultaneous interaction slots per media type
Interruption Priority override — defines if a new channel can interrupt an active one
Non-ACD Blocking Busy-on-Busy for internal/direct calls vs. ACD queue calls
Alerting counts An interaction counts toward utilization when it starts Alerting (ringing), not when the agent answers
Voice interrupt Voice is always a "hard" interrupt — takes precedence over all digital channels
Transfers Non-ACD calls (transfers or direct dials) are excluded from utilization count unless "Block calls" is checked

Summary

Term Meaning
Capacity How many slots/sessions the agent has per channel
Interruption Priority override logic between channels
Non-ACD Blocking Busy-on-Busy for internal extensions vs. ACD lines

Interview Cheat Sheet

Question Answer
Where is utilization configured? Admin → Contact Center → Utilization
What are the two configuration levels? Organization-wide default and per-user override
When does an interaction count toward utilization? When it starts Alerting (ringing), not when answered
What does "Block calls when on a non-ACD call" do? Prevents queue calls from reaching agents already on internal/personal calls
What is the typical voice capacity? 1 — voice is almost always a single-slot media type

Canned Responses & Response Assets

Canned Responses

Topic Detail
Navigation Admin → Contact Center → Canned Responses
Purpose Pre-written answers agents can insert into Chat, Email, or Message interactions for consistency and speed
Structure Libraries → Responses
Channels Chat, Email, Message (WhatsApp, SMS, social)

Libraries

Libraries group responses by team, department, or topic (e.g., Billing, Technical Support, General FAQ). Access is controlled at the library level — only relevant teams see specific content.

Creating a Canned Response

  1. Navigate to Admin → Contact Center → Canned Responses
  2. Click Add Library and provide a meaningful name
  3. Inside the library, click Add Response
  4. Name the response — this is what agents see in the search bar during interactions
  5. Enter content and save

Response Types

Type Use Case Constraint
Standard Chat and Email replies Can be edited or personalized by the agent before sending
Message Template WhatsApp Business / proactive outbound Requires pre-approval from Meta/WhatsApp — mandatory for messages sent 24+ hours after last customer message
Campaign SMS Bulk SMS notifications 160 characters per segment — carrier compliance required; supports variables/macros for personalization
Email Footer Legal compliance / branding Auto-appended to all outbound emails from the library — agents cannot see or remove it

Agent Usage

Mode Description
Read-only Agent reads the response to the customer — common for voice interactions
Insertion Agent clicks to insert the full text directly into a chat, email, or messaging thread

Best Practices

Practice Reason
Organize responses into focused libraries Helps agents find responses quickly
Use clear response names Agents search by name during live interactions
Keep standard responses concise Long responses slow down chat interactions
Review Message Templates before WhatsApp campaigns Meta approval can take days
Always configure Email Footer at library level Prevents accidental removal of legal disclaimers

Response Assets

Topic Detail
Navigation Admin → Contact Center → Response Assets
Purpose Central repository for images and documents embedded in Canned Responses
Supported Files PNG, JPG (images); PDF (documents)

Overview

Response Assets is a central media library. Images and documents must be uploaded here before they can be embedded in a Canned Response. This ensures agents always use the most current version of a file and prevents broken image links in customer emails.

Asset Repository

Embedding in Canned Responses

Method Description
Upload from Library Select a pre-uploaded asset from the Response Asset collection — most secure and consistent
Insert from URL Link to an externally hosted image — flexible but less secure
Upload New Image Upload directly while editing a response — automatically populates the asset library

Key Facts

Feature Detail
Centralization Prevents broken image links in customer emails
Security Internally hosted assets are scanned and verified by Genesys Cloud
Supported formats PNG, JPG, PDF
Access Accessible via a dedicated icon in the Canned Response editor

Interview Cheat Sheet

Question Answer
What is a Canned Response library? A named grouping of responses organized by team or topic
What approval does a WhatsApp Message Template require? Pre-approval from Meta/WhatsApp
What is the SMS segment character limit? 160 characters per segment
What does Email Footer do? Auto-appends legal/branding content to outbound emails — agents cannot remove it
Where must images be uploaded before embedding in a response? Response Assets (Admin → Contact Center → Response Assets)

Email — Domains & Routing

Topic Detail
Navigation Admin → Contact Center → Email
Purpose Configure email domains, addresses, routing logic, and agent experience settings
Max Recipients 50 total (To + CC + BCC combined)
BCC Limit Maximum 5 hidden recipients per email

Step 1 — Email Domains

Before receiving email, define the domain:

Domain Type Description
Genesys Cloud Built-in subdomain (e.g., company.mypurecloud.com) — no DNS configuration required
Custom Corporate domain (e.g., support@company.com) — requires DNS MX record or forwarding + DNS verification
Campaign/Agentless Used specifically for outbound-only notifications — no inbound routing

Custom domains require DNS verification before Genesys Cloud can send or receive on your behalf.

Step 2 — Email Address Configuration

Once the domain is defined, create specific email addresses:

Field Description
Email Address The inbound address customers use (e.g., support@company.com)
From Name Friendly display name shown in the customer's inbox (e.g., "Global Support Team")
From Email Address Address the recipient sees when an agent replies — must be verified within your Genesys Cloud domain
Reply To Optional — overrides the From address when a customer clicks reply; useful for directing replies to a specific mailbox
BCC Recipients Up to 5 hidden recipients on every outbound response — agents cannot see or remove these; count toward the 50-recipient limit
Email History Controls whether the prior conversation thread is included in agent replies
Email Actions Enables/disables Multiple Replies or Forwards within the same thread

Email History Options

Option Behavior
Always Automatically includes the full prior thread
Never Sends a clean reply without history
Let Agent Decide Provides the agent a toggle to include or exclude history

Step 3 — Routing & Handling Logic

Routing Option Description
Route to a Queue Directly assigns email to an agent group — can also set ACD Skills, Language, and Priority
Route to a Flow Sends email to an Architect Inbound Email Flow for automated processing or keyword-based routing
Do Not Route For outbound-only addresses — no inbound routing expected

Spam Routing

Option Behavior
Route Spam to a Flow Sends flagged emails to a specific Architect flow for manual supervisor review
Disconnect Automatically drops spam so it never reaches an agent

Email Quick Reference

Field Constraint
Max Recipients 50 total (To + CC + BCC)
BCC Limit 5 addresses maximum
Priority Added to Time in Queue in minutes for routing rank
Spam Handling Disconnect or Route to Flow
Enqueue Flow Architect flow handling the email while it waits in queue

Queue Email Tab Settings

These settings are configured per queue under the Email tab of the Queue configuration:

Field Description
Service Level & Target SLA goal — typically set in hours (e.g., 90% within 4 hours)
Alerting Timeout Seconds email flashes on agent screen before moving to next agent
Auto-Answer Enabled = email workspace opens immediately; best for high-volume environments
Outbound Email Address Address recipients see when an agent replies from this queue
Email Domain Verified domain used for outbound email
In-Queue Email Flow Architect Inbound Email Flow — can perform keyword routing
Default Script Script displaying customer history or canned response suggestions
Auto-Reply Sends an immediate acknowledgement before an agent reviews the email

Interview Cheat Sheet

Question Answer
What are the three domain types? Genesys Cloud (built-in), Custom (DNS verified), Campaign/Agentless (outbound only)
Max total recipients per email? 50 (To + CC + BCC combined)
Max BCC recipients? 5
How does Priority affect email routing? It adds minutes to the Time in Queue for ranking
What are the spam routing options? Disconnect or Route to Flow
What must be done before using a custom domain? DNS verification

Widgets — Web Chat & Web Messenger

Topic Detail
Navigation (Web Messenger) Admin → Message → Messenger Configurations and Messenger Deployments
Navigation (Web Chat v2) Admin → Contact Center → Widgets
Purpose Provide a chat interface on websites connecting customers to Genesys Cloud agents
Modern Standard Web Messenger — persistent, asynchronous
Legacy Web Chat v2 — session-based

Web Messenger (Modern Standard)

Web Messenger offers a persistent, asynchronous experience — customers can leave the website and return later with their full conversation history still intact.

Component Description
Messenger Configurations Defines look and feel — color palette, logo, features (file uploads, emojis, read receipts)
Messenger Deployments Links a Messenger Configuration to an Architect Inbound Message Flow — this is where routing is assigned
Deployment Snippet JavaScript code pasted into the website <head> or <body> to render the chat icon
Deployment ID Unique GUID identifying which configuration the website loads
Allowed Domains Security whitelist — only URLs listed here can render the widget

Web Chat v2 (Legacy)

Strictly session-based — if the customer refreshes or closes the browser tab, the chat session is lost.

Widget Type Description
Standard Simple chat window provided by Genesys
Third-Party Uses Genesys as the routing engine while a completely custom UI is built by developers

Widget Features

Both versions support the following controls:

Feature Description
File Uploads Enable/disable customer ability to send images or documents
Typing Indicators Shows when the agent or customer is typing
Read Receipts Informs users when messages have been seen
Guest Chat Allows unauthenticated chat, or require login to pull CRM data automatically
Pre-Chat Form Collects Name, Email, Account Number before routing — data passed into Architect flow for intelligent routing

Routing Logic

Widgets do not send chats directly to agents. They route to an Architect Inbound Message Flow first. The flow processes pre-chat form data and routes to the correct queue.

Customer Clicks Chat Widget
       ↓
Pre-Chat Form (Name, Email, Account Number)
       ↓
Architect Inbound Message Flow
       ↓
Data Evaluated / Customer Identified
       ↓
Transfer to Queue
       ↓
Agent

Deployment Steps (Web Messenger)

  1. Navigate to Admin → Message → Messenger Configurations
  2. Create a configuration — set branding, colors, features
  3. Navigate to Admin → Message → Messenger Deployments
  4. Create a deployment — link configuration to an Architect Inbound Message Flow
  5. Add Allowed Domains (whitelist your website URLs)
  6. Copy the Deployment Snippet (JavaScript)
  7. Paste the snippet into the website's <head> or <body>

Connect to a chat flow:

Deployment key generated:

Technical Reference

Component Detail
Snippet JavaScript placed in <head> or <body> of the website
Deployment ID Unique GUID — identifies which configuration loads
Allowed Domains Must whitelist all URLs where the widget appears
Persistence Web Messenger supports Persistent or Clearing Conversation session modes

Web Messenger vs. Web Chat v2

Feature Web Messenger Web Chat v2
Session type Persistent / asynchronous Session-based (lost on refresh)
Conversation history Retained across sessions Lost when session ends
Routing Architect Inbound Message Flow Architect Inbound Chat Flow
Status Current standard Legacy — still supported
Customization Full branding via Messenger Config Limited

Interview Cheat Sheet

Question Answer
What is the modern widget standard? Web Messenger — persistent and asynchronous
What happens to a Web Chat v2 session on page refresh? The session is lost
What does the Deployment ID identify? Which Messenger Configuration loads on the website
What must be configured for security? Allowed Domains whitelist
Where does the widget route interactions? To an Architect Inbound Message Flow, not directly to agents
What is a Pre-Chat Form used for? Collecting customer data before routing for intelligent queue assignment

Analytics Settings

Topic Detail
Navigation Admin → Contact Center → Analytics Settings
Purpose Configure abandon intervals and analytics capture settings for queue reporting
Abandon Intervals 7 configurable intervals (A–G) categorizing when customers disconnect from queue

Overview

Analytics in Genesys Cloud transforms raw interaction data into actionable insights. Configuration here directly affects how abandonment is measured and reported across all queues.

Abandon Intervals

Abandon intervals measure how long customers waited in queue before disconnecting without reaching an agent. This metric helps identify queue tolerance, IVR issues, and staffing problems by grouping abandons into time ranges.

Interval Default Wait Range Interpretation
A 0–6 seconds Immediate disconnects — misrouting, robocalls, misdials, IVR confusion
B 6–20 seconds Early abandons after entering queue
C 20–40 seconds Short wait abandonment
D 40–60 seconds Moderate wait abandonment
E 60–120 seconds Customers leaving after ~1–2 minutes
F 120–240 seconds Long queue wait frustration
G >240 seconds Very long wait abandonment

⚠️ A large percentage in Interval A typically indicates misrouting, IVR confusion, or non-intentional calls — not a staffing problem.

Analytics Implementation Steps

Step Action
Step 1 Set Service Level targets per queue — Admin → Contact Center → Queues
Step 2 Configure Abandon Intervals — Admin → Contact Center → Analytics Settings
Step 3 Ensure all queues have Wrap-Up Codes assigned so agents can tag interactions
Step 4 Create Dashboards at Performance → Dashboards with relevant KPI widgets

Real-Time Analytics

Feature Location
Performance Views Performance → Workspace — pre-built views for Queues, Agents, and Interactions
Dashboards Customizable screens with widgets for KPIs (Service Level, Agents On-Queue, Active Interactions, etc.)
Alerting Rules Trigger email or browser notifications when metrics hit thresholds (e.g., Wait Time > 5 minutes)

Historical Analytics

Feature Description
Standard Reports Pre-packaged PDF or CSV reports (e.g., Queue Abandonment Detail, Agent Log-level Report)
Dynamic Views Filter by date range, media type, wrap-up codes
Exporting Manual export or scheduled delivery to S3 bucket or email address

Core Analytics Metrics

Interaction Volume

Metric Description
Offered Total interactions entering the queue
Answered Interactions handled by agents
Flow-Outs Interactions exiting queue through routing or IVR actions
Connected Interactions successfully connected to agents

Queue Performance

Metric Description
Service Level Percentage of interactions answered within SLA target
ASA Average Speed of Answer — average time before agent answers
Average Wait Time Average time customers wait in queue
Longest Wait Longest interaction currently waiting

Customer Behavior

Metric Description
Abandoned Interactions disconnected before reaching an agent
Abandon % Abandoned ÷ Offered
Average Abandon Time Average wait time before customer hangs up
Short Abandon Disconnects within a configured short-time threshold

Agent Handling

Metric Description
AHT Average Handle Time = Talk Time + Hold Time + ACW
Talk Time Active speaking time with customer
Hold Time Time interaction placed on hold
ACW After Call Work time
Transfers Interactions transferred between agents or queues

IVR / Flow Metrics

Metric Description
Flow Outcomes Where customers exit an Architect flow (Success vs. Failure)
Containment Rate Percentage of interactions resolved within IVR without reaching an agent
IVR Disconnects Customers disconnecting during IVR navigation

Advanced Metrics

Metric Description
Agent Utilization Percentage of agent time spent handling interactions
Concurrency Simultaneous digital interactions handled
Callback Rate Percentage of callers choosing callback instead of waiting
Recontact Rate Customers contacting support again after a recent interaction

High Abandonment Troubleshooting

When investigating high abandonment, analyze these five together:

  1. ASA — Is average wait time excessive?
  2. Abandon Intervals — Which interval has the highest %? (Interval A = routing/IVR issue; Interval F/G = staffing issue)
  3. Service Level — Is the SLA target being met?
  4. Queue Staffing — How many agents are On-Queue vs. interactions waiting?
  5. Flow Outcomes — Are callers exiting the IVR before reaching the queue?

Knowledge Analytics

Knowledge Analytics measures how effectively knowledge base articles help resolve customer issues — for both agents and bots.

Search & Discovery

Metric Description
Knowledge Searches Total searches performed in the knowledge base
Search Success Rate Percentage of searches that returned useful articles
Search Failure Rate Searches that produced no relevant results
Popular Search Terms Most frequently searched keywords

Article Usage

Metric Description
Article Views Number of times a knowledge article was opened
Articles Shared Articles sent to customers during interactions
Top Articles Most frequently accessed articles
Article Feedback Ratings or feedback from agents or customers

Self-Service & Automation

Metric Description
Knowledge Match Bot successfully finds a relevant knowledge article
Confidence Score AI confidence in the article match
Knowledge Fallback Bot cannot find a suitable article
Containment Rate Issues resolved through self-service without an agent

Interview Cheat Sheet

Question Answer
What do Abandon Intervals measure? How long customers waited before disconnecting without reaching an agent
What does high % in Interval A suggest? Misrouting, IVR confusion, or non-intentional calls — not a staffing problem
What is AHT? Average Handle Time = Talk Time + Hold Time + ACW
What is ASA? Average Speed of Answer — average wait time before an agent answers
What is Containment Rate? Percentage of interactions resolved in IVR without reaching an agent
Where are Abandon Intervals configured? Admin → Contact Center → Analytics Settings

Panel Manager

Topic Detail
Navigation Admin → Contact Center → Panel Manager
Purpose Create custom UI panels embedded in the agent desktop for CRM systems, internal tools, dashboards, or web apps
Security Requirement All embedded panel URLs must use HTTPS

Overview

Panel Manager allows administrators to embed external tools directly into the Genesys Cloud agent workspace, eliminating the need for agents to switch between multiple applications during interactions.

Two Types of Panels in the Agent Desktop

Type Description
Interaction Panels System panels automatically created when a customer interaction occurs (voice, chat, email, etc.) — manage the conversation itself
Custom Panels (Panel Manager) Administrator-created panels embedding external tools, CRMs, dashboards, or internal applications — provide supporting context

Custom Panel Configuration Fields

Field Description
Panel Name Name displayed to agents in the desktop
URL Web application URL loaded in the panel — must be HTTPS
Icon Visual identifier shown in the agent interface
Default State Whether the panel loads automatically when an interaction begins
Role Assignment Controls which users can see and access the panel
Width / Layout Determines panel size and position in the desktop

How to Create a Panel

  1. Navigate to Admin → Contact Center → Panel Manager
  2. Click Create Panel
  3. Configure Name, URL (HTTPS), Icon, and Visibility settings
  4. Save the configuration
  5. Assign to the appropriate roles or agent groups

Best Practices

Practice Reason
Use HTTPS only Security requirement — HTTP URLs will not load
Keep UI lightweight Heavy applications slow the agent desktop and increase handle time
Limit total panels Too many panels reduce usability and create cognitive overload
Align panels with workflows Panels should directly support what agents do during calls
Use role-based access Only expose panels to the teams that need them

Voice Interaction Panels

The following panels are available within the Voice Interaction workspace. Availability depends on enabled features, integrations, and licenses in the environment.

Panel Description
Agent Assist Real-time transcription, AI suggestions, knowledge article recommendations, intent detection
Agent Assist (CCAI) Google Contact Center AI — speech-to-text, smart reply suggestions, knowledge recommendations
Callback Displays callback interactions assigned to agent with dial controls and outcome tracking
Canned Responses Insert predefined messages from response libraries during voice interactions
Customer Journey Interaction timeline showing previous customer touches across all channels
Notes Record interaction notes for documentation and follow-up
Profile Customer identity, contact attributes, and synchronized CRM data
Wrap-Up Classify interaction outcome with wrap-up codes and manage ACW

Interaction Panels by Channel

System-created panels that appear when an interaction is active:

Channel Panel Features
Voice Call controls (hold, mute, transfer, conference), dial pad, notes, wrap-up codes
Chat Real-time messaging, canned responses, file sharing, typing indicators
Message (WhatsApp/SMS) Asynchronous conversations, persistent thread history, attachments
Email Email composition, templates, attachments, threaded conversation history
Callback Scheduled callback details, dial controls, wrap-up codes
Social Messaging Social platform messages, thread tracking, media attachments

Interview Cheat Sheet

Question Answer
What is Panel Manager used for? Embedding external tools (CRM, dashboards, internal apps) into the agent desktop
What URL protocol is required? HTTPS — HTTP will not load
What is the difference between Interaction Panels and Custom Panels? Interaction panels manage conversations; custom panels provide supporting tools
What is the Agent Assist panel? AI-driven panel with real-time transcription, suggestions, and knowledge recommendations
What does the Customer Journey panel show? Previous customer interactions across all channels

Scripts

Topic Detail
Navigation Admin → Contact Center → Scripts
Purpose Guided UI forms presented to agents during interactions — collect data, enforce workflows, ensure compliance
Channels Primarily voice; also supports chat and messaging workflows
Deployment Must be Published before agents can use them; assign to queue or Architect flow

Overview

Scripts are agent-facing forms that pop on the agent desktop when an interaction begins. They guide agents through structured workflows, collect customer information, enforce compliance steps, and integrate with backend systems via interaction attributes.

Script Components

Component Description
Labels Static instructions or text displayed to agents
Text Input Free text data entry field
Number Input Numeric value field
Dropdown List Selection from predefined options
Checkbox Binary selection (Yes/No)
Buttons Trigger actions such as form submission or navigation to next step
Page Sections Organize the script layout visually
Data Bindings Connect script fields to interaction attributes for use in Architect flows or reporting

Implementation Steps

Step Action
1 Navigate to Admin → Contact Center → Scripts
2 Click Create Script
3 Define script name and interaction type (Voice, Chat, Email, etc.)
4 Design the layout using UI components
5 Bind fields to interaction attributes
6 Apply conditional display logic if needed
7 Publish the script
8 Assign script to a queue (via queue's Default Script field) or Architect flow

⚠️ Scripts must be Published before they can be assigned or used by agents. Unpublished scripts are not available for selection.

Conditional Logic

Scripts support conditional display — fields appear or hide based on previous selections:

Condition Result
Issue Type = Billing Display billing section only
Issue Type = Technical Display troubleshooting checklist
Issue Type = Sales Display sales workflow and offer prompts

Script Data Integration

Integration Description
Interaction Attributes Stores collected data during the interaction — accessible in reporting and Architect
Architect Flows Scripts pass captured data into flow logic for routing decisions or automations
CRM Systems Data entered by agents can be pushed to external CRM systems via Data Actions
APIs Scripts can trigger backend processes through integrations

Example Agent Workflow

Step Agent Action
1 Customer call arrives
2 Script automatically opens on agent desktop
3 Agent verifies customer information
4 Agent selects issue category
5 Script dynamically displays relevant fields
6 Agent collects required information
7 Data stored in interaction attributes
8 Agent selects wrap-up code

Best Use Scenarios

Scenario Benefit
Customer Verification Ensures identity checks are completed consistently
Sales Calls Guides agents through offers and upsell prompts
Technical Support Provides structured troubleshooting steps
Compliance Workflows Ensures required regulatory statements are delivered
Case Creation Collects structured data for CRM tickets

Best Practices

Practice Recommendation
Keep scripts simple Avoid excessive fields that slow agents during live calls
Use conditional logic Display only fields relevant to the current issue type
Integrate with CRM Auto-populate customer data where possible
Reuse templates Maintain standardized workflows across teams
Test before deployment Validate with real call scenarios before publishing
Publish before assigning Scripts must be published to appear in queue or flow assignment dropdowns

Interview Cheat Sheet

Question Answer
What is a Script in Genesys Cloud? A guided UI form that pops on the agent desktop during interactions
What must happen before a script can be used? It must be Published
Where can scripts be assigned? To a queue (Default Script field) or Architect flow
What are Data Bindings? Connections between script fields and interaction attributes
What does conditional display do? Shows or hides fields based on previous agent selections
What channels support scripts? Primarily voice, also chat and messaging

Assistants

Topic Detail
Navigation Admin → Contact Center → Assistants
Purpose AI-powered virtual agents (bots) using NLU to handle voice and digital interactions automatically
Technology Natural Language Understanding (NLU)
Integration Works with Knowledge Base and Architect flows

Overview

Assistants are AI-powered automation tools that enable organizations to build virtual agents capable of interacting with customers through voice and digital channels. They use Natural Language Understanding (NLU) to interpret customer requests and respond using knowledge articles, intents, and Architect flows.

Assistants are most effective for automating predictable, repetitive interactions — reducing call volume, improving self-service, and lowering operational costs.

Assistant Components

Component Description
Intents The goal or purpose of the customer's request (e.g., Check_Order_Status, Reset_Password)
Utterances Example phrases customers might say to express an intent — used to train the NLU model
Entities Variables extracted from customer input (e.g., order number, city, product name)
Slots Structured data fields collected during a conversation to fulfill an intent
Actions Responses or operations the assistant performs when an intent is matched
Knowledge Integration Allows the assistant to answer questions directly from knowledge base articles
Architect Flow Integration Transfers conversation control to an Architect flow for advanced routing or logic

Configuration Settings

Option Description
Language NLU processing language — determines which utterance model is used
Confidence Threshold Minimum confidence score required to trigger an intent — below this, fallback intent fires
Fallback Intent Default action when no intent is recognized (e.g., transfer to agent)
Disambiguation Prompts the customer to clarify when multiple intents closely match

Example Assistant Flow

Customer: "I want to check my order status"
       ↓
Intent Detected: Order_Status
       ↓
Extract Entity: Order_Number
       ↓
Call API via Data Action / Architect Flow
       ↓
Return Response to Customer
       ↓
(If unresolved) Escalate to Human Agent

Best Use Scenarios

Scenario Description
Customer Self-Service Resolve common issues without agent involvement
FAQ Automation Answer frequently asked questions automatically using knowledge articles
Order / Account Status Retrieve order status, balance, or appointment info via API
Call Routing by Intent Identify customer intent and route to the correct queue
After-Hours Support Provide automated assistance when agents are unavailable

Integration Points

Integration Description
Architect Flows Advanced routing or automation logic triggered by the assistant
Knowledge Base Automated responses using knowledge articles — improves containment rate
Digital Channels Chat, messaging (WhatsApp, SMS), and Web Messaging
Voice Channels Voice bots for IVR interactions — speech recognition + NLU
Data Actions API calls triggered by the assistant to retrieve or update external data

Best Practices

Practice Recommendation
Start with high-volume intents Automate the most frequent customer requests first for maximum impact
Keep intents simple Avoid overly complex intent structures that reduce NLU accuracy
Use knowledge articles Well-written articles dramatically improve bot containment rate
Train with real customer data Use actual customer utterances — not hypothetical ones
Monitor analytics continuously Review bot performance, confidence scores, and fallback rates regularly
Provide easy escalation Always ensure customers can reach a human agent quickly when needed

Interview Cheat Sheet

Question Answer
What technology do Assistants use? Natural Language Understanding (NLU)
What is an Intent? The goal or purpose of the customer's request
What are Utterances used for? Training the NLU model with example customer phrases
What is an Entity? A variable extracted from customer input (e.g., order number)
What happens when confidence is below the threshold? The Fallback Intent fires — typically escalates to a human agent
What is Disambiguation? Prompts the customer to clarify when multiple intents closely match

Knowledge Base

Topic Detail
Navigation Admin → Knowledge
Purpose Create and manage AI-powered knowledge bases with Q&A articles surfaced to agents, bots, and self-service portals
Technology Natural Language Understanding (NLU) + Generative AI answer generation
Max Knowledge Bases 500 per organization
Max Articles per KB 15,000 articles

✅ Verified against Genesys Cloud Resource Center — March 2026

Licensing Requirements

License Knowledge Access
Genesys Cloud CX 1 Not included — requires Digital Add-on II or AI Experience tokens
Genesys Cloud CX 1 + AI Experience tokens Access granted without Digital Add-on II
Genesys Cloud CX 1 Digital Add-on II Included
Genesys Cloud CX 2 / CX 2 Digital Included
Genesys Cloud CX 3 / CX 3 Digital Included
Genesys Cloud CX 4 Included

Required Permissions

Permission Purpose
Knowledge > All Full knowledge base administration
Analytics > Knowledge Aggregate > All View knowledge analytics
Responses > Library > All Manage response libraries
Response Assets > Asset > All Manage embedded media assets

Overview — How Knowledge Base Works

The knowledge base stores question and answer (Q&A) pairs called articles. When a customer or agent asks a question, Genesys Cloud AI uses Natural Language Understanding to find the closest matching article and return the answer.

The knowledge base powers four key touchpoints:

Touchpoint Description
Agent Copilot Automatically surfaces relevant articles to agents during live interactions — no manual search required
Virtual Agents / Bots Architect bot flows query the knowledge base and return answers to customers during self-service
Knowledge Portal Customer-facing self-service website — customers search articles, browse by category, or escalate to an agent
Messenger Web Messenger deployments can query knowledge articles in bot conversations

Step 1 — Create a Knowledge Base

  1. Navigate to Admin → Knowledge → Articles
  2. Click the Knowledge Base list dropdown → Create Knowledge Base
  3. Enter a Name (e.g., IT Support KB, Billing FAQ)
  4. Optional: Add a description
  5. Select the Language for content (e.g., English - US)
  6. Click Create

⚠️ Language selection is permanent — it determines which NLU model processes the content. Create separate knowledge bases for each supported language if your contact center is multilingual.

Step 2 — Create Categories & Labels (Optional)

Categories and labels organize articles for easier management and navigation.

Categories

Categories group articles by topic and support nested hierarchies (parent → child).

  1. Navigate to Admin → Knowledge → Categories & Labels
  2. Under Category Name, enter a name (e.g., Billing, Technical Support)
  3. Optional: Select a parent category to nest it (e.g., Technical Support > VoIP Issues)
  4. Click Create Category

Labels

Labels are color-coded tags for quick filtering and content reuse across portals.

  1. Click the Labels tab
  2. Enter a Label Name
  3. Select a Label Color
  4. Click Create Label

💡 March 2026: Knowledge portals can now be configured to return only articles matching specific labels — a single article can be reused across multiple portals with different label filters applied.

Step 3 — Create Articles

Articles are individual Q&A pairs. Each article has one primary question and one answer.

Create a New Article

  1. Navigate to Admin → Knowledge → Articles
  2. Open the target knowledge base
  3. Click Create Article
  4. Under Question, enter the primary question (e.g., How do I reset my password?)
  5. Optional: Assign a Category
  6. In the Content for the answer box, add the answer
  7. Click Save or Save & Close

Import Articles (Bulk)

  1. Open the knowledge base → Click Import
  2. Select a .json file containing Q&A pairs
  3. Genesys Cloud validates the file for errors
  4. Click Import to confirm — pairs are imported as individual FAQ articles

Step 4 — Format Articles

Format Option Description
Text Styling Bold, italic, bullet lists, headings
Images Upload images directly into the answer body
Videos Embed video via URL
Rich Text Full HTML-style formatting for structured answers

Step 5 — Add Phrasings (Alternative Questions)

Phrasings are alternative ways customers might phrase the same question — used to train the NLU model for better matching accuracy.

  1. Open an article → click the Phrasings tab
  2. Add an alternative phrase (e.g., How do I change my password?, Forgot my password)
  3. Optional: Enable Autocomplete — generates the phrase as a search prediction when customers type in the portal
  4. Click Save

💡 More phrasings = better NLU accuracy. Use real customer language, not formal documentation language.

Step 6 — Test Articles

  1. Open the knowledge base
  2. In the Test Articles pane, type a test question and press Enter
  3. The system returns the matched article with a Confidence Percentage
Confidence Level Meaning
High (80–100%) Strong match — article surfaces reliably
Medium (50–79%) Acceptable — consider adding more phrasings
Low (<50%) Weak match — improve phrasing or content

Step 7 — Publish Articles

  1. Open the article
  2. Click Publish to publish and continue editing
  3. Or Publish & Close to publish and exit

⚠️ Unpublished articles are invisible to all touchpoints — agents, bots, and the portal will not see them.

Article Touchpoint Variations

The same article can have different answer content per touchpoint — tailoring responses for agents vs. bots vs. self-service portals.

Touchpoint Use Case
Agent Assist / Agent Copilot Detailed internal answer with troubleshooting steps and escalation guidance
Bot Flow (Dialog Engine / Digital) Short, conversational response suitable for bot delivery
Knowledge Portal Formatted customer-facing answer with images and links
Messenger Concise answer for Web Messenger bot conversations

Third-Party Knowledge Base Integration

Genesys Cloud supports connecting external knowledge systems so their content appears in Agent Copilot, Messenger, and the portal alongside native articles.

Integration Sync Type Notes
Salesforce Knowledge Automatic or Manual Select channels and categories to sync
ServiceNow Knowledge Automatic or Manual Standard template articles only
SharePoint Via Knowledge Fabric Configured through Knowledge Configuration

Adding a Third-Party Source

  1. Navigate to Admin → Knowledge → Sources
  2. Click Add Source — name it, select sync type, select provider
  3. Configure language, categories, and channel filters
  4. Click Add Source

⚠️ The third-party integration must first be configured in Admin → Integrations before it appears as a source option here.

Knowledge Configuration (Knowledge Fabric)

Knowledge Configuration defines how knowledge is presented across Genesys touchpoints using a unified layer that can combine multiple knowledge bases and third-party sources.

Feature Detail
Navigation Admin → Knowledge → Knowledge Configuration
Purpose Unified knowledge source for Agent Copilot and Virtual Agents — supports generative AI answers
AI Answer Generation Combines content from multiple relevant articles into a single dynamic response
Virtual Agent Use From February 2026 — bots use either Knowledge Workbench V2 or Knowledge Fabric — one at a time, selected in Architect

💡 February 2026: Bot authors can now select a Knowledge Fabric configuration in Architect and control generative answer mode and bias settings per flow. Existing rules-based bots using Workbench V2 are unaffected.

Agent Copilot & Knowledge

Agent Copilot uses the knowledge base to automatically surface articles to agents during live interactions.

Feature Description
Automatic Surfacing Articles appear in the Agent Copilot panel based on conversation context
Answer Highlighting Highlights the most relevant passage within a lengthy article
Knowledge Sharing Agents can send articles directly to customers with one click
Interaction Summaries AI-generated summaries at end of interactions using conversation + knowledge context
Wrap-Up Code Suggestions Copilot suggests wrap-up codes based on the conversation

Knowledge Portal

The Knowledge Portal is a customer-facing self-service website powered by the knowledge base.

Feature Description
Article Search Customers search using natural language — NLU finds the best match
Category Browsing Customers navigate by category hierarchy
Chatbot Access Customers can escalate to a bot or live agent directly from the portal
Label Filtering Portals can filter articles by label (March 2026 feature)
Customization Configurable colors, messaging, and branding

Knowledge Analytics

Metric Description
Top Articles Most frequently accessed articles by agents and customers
Search Success Rate Percentage of searches returning a useful result
Search Failure Rate Searches returning no relevant result — indicates content gaps
Confidence Scores AI match confidence per article returned
Containment Rate Issues resolved through self-service without agent escalation

Interview Cheat Sheet

Question Answer
Max knowledge bases per org? 500
Max articles per knowledge base? 15,000
What must happen before an article is live? It must be Published
What is a Phrasing? An alternative way a customer might ask the same question — trains the NLU model
What does Confidence Percentage mean? How closely a query matches the article — higher = better match
What are the four main touchpoints for knowledge? Agent Copilot, Virtual Agents/Bots, Knowledge Portal, Messenger
What is the Knowledge Portal? A customer-facing self-service website for searching and browsing articles
What third-party sources can be integrated? Salesforce Knowledge, ServiceNow Knowledge, SharePoint (via Knowledge Fabric)
What is Knowledge Fabric / Knowledge Configuration? A unified knowledge layer combining multiple sources with generative AI answers for Agent Copilot and Virtual Agents
Can a bot use both Workbench V2 and Knowledge Fabric? No — one at a time, selected in Architect per bot flow (February 2026)

Chat & Messaging Configuration

Topic Detail
Navigation Menu → Digital and Telephony → Message → Platform Integrations
Purpose Connect third-party messaging channels (WhatsApp, Facebook, Instagram, SMS, LINE, X/Twitter, Apple Messages) to Genesys Cloud ACD routing
Routing Engine All messaging interactions route through Architect Inbound Message Flows
Conversation Grouping Multiple messages from the same customer within 72 hours are grouped into a single interaction

✅ Verified against Genesys Cloud Resource Center — March 2026

Overview — ACD Messaging

Genesys Cloud ACD messaging enables agents to send and receive interactions from messaging channels like Facebook Messenger, X (Twitter) DM, LINE, WhatsApp, SMS, web messaging, and open messaging. Messages work like other interaction types — you can set alerting timeouts, service levels, use scripts, and view analytics.

Key behaviors:

Supported Messaging Channels

Channel Type Notes
Web Messaging Native Genesys Persistent/async — configured via Messenger Deployments (see Widgets page)
SMS Native Requires provisioned DID or Short Code in SMS Inventory
WhatsApp Business Third-party Requires Meta Business Manager account + voice/SMS number ownership
Facebook Messenger Third-party Requires a Business Facebook page with Messenger enabled
Instagram DM Third-party Requires a business Instagram account
X (Twitter) DM Third-party Requires a registered X business handle
Apple Messages for Business Third-party Separate ACD setup required
LINE Third-party Supported via API/professional services
Open Messaging Custom API Connects any custom channel via outbound notification webhook

Platform Integration Setup

All third-party messaging channels are configured from a central location:

Menu → Digital and Telephony → Message → Platform Integrations

You can create and manage integrations for the following platforms: Apple Messaging for Business, Direct Messaging, Facebook, Instagram Social Listening, WhatsApp, and X (Twitter). All integrations can be managed and updated from the centralized Messaging Platforms page.

WhatsApp Configuration

Prerequisites

Setup Path

  1. Navigate to Menu → Digital and Telephony → Message → Platform Integrations
  2. Click Add Integration → WhatsApp
  3. Use the WhatsApp Embedded Signup Flow to connect via Meta Business Manager
  4. Link the provisioned phone number to the integration
  5. Configure the integration name and routing settings
  6. Assign an Architect Inbound Message Flow to handle routing

Key WhatsApp Rules

Rule Detail
24-hour response window Agents must reply within 24 hours of the customer's last message
After 24 hours Only Message Templates (pre-approved by Meta) can be sent — free-text responses are blocked
Opt-in requirement Meta requires explicit customer opt-in before outbound WhatsApp messages can be sent — captured via IVR, website, or SMS
Outbound throughput Up to 18,000 messages/minute for outbound campaigns; up to 3,000 messages/minute for agentless API messages (as of February 2026)
Voice notes Agents can play back, record, and download .ogg voice note files within WhatsApp conversations

Facebook Messenger Configuration

Prerequisites

Setup Path

  1. Navigate to Menu → Digital and Telephony → Message → Platform Integrations
  2. Click Add Integration → Facebook
  3. Authenticate with your Facebook Business account
  4. Select the Facebook page to connect
  5. Assign an Architect Inbound Message Flow

Instagram Direct Message Configuration

Prerequisites

Setup Path

  1. Navigate to Menu → Digital and Telephony → Message → Platform Integrations
  2. Click Add Integration → Instagram
  3. Authenticate via Facebook Business Manager (Instagram is connected through Meta)
  4. Select the Instagram account
  5. Assign an Architect Inbound Message Flow

X (Twitter) Direct Message Configuration

Prerequisites

Setup Path

  1. Navigate to Menu → Digital and Telephony → Message → Platform Integrations
  2. Click Add Integration → X (Twitter)
  3. Authenticate with your X business account
  4. Assign an Architect Inbound Message Flow

Open Messaging (Custom Channels)

Open Messaging allows connection to any custom messaging platform not natively supported by Genesys Cloud — such as Telegram, WeChat, custom apps, or proprietary enterprise messaging tools.

Feature Detail
Method Outbound Notification Webhook — Genesys sends and receives messages via your middleware
Middleware Customer is responsible for building and maintaining middleware between Open Messaging and the external platform
Routing Full ACD routing, skills, queues, and analytics apply like any native channel

Routing Architecture for All Messaging Channels

All messaging channels — without exception — route through Architect Inbound Message Flows before reaching an agent.

Customer sends message (WhatsApp / FB / SMS / etc.)
       ↓
Platform Integration receives message
       ↓
Architect Inbound Message Flow
  ├── Bot automation (optional)
  ├── Customer identification
  ├── Data collection
  └── Transfer to ACD Queue
       ↓
Agent receives interaction

Character Limits by Channel

Message composition supports channel-specific character limits: WhatsApp and web messaging (4,000), Facebook (2,000), Instagram (1,000), SMS (160/765), and Apple Messages for Business (2,000).

Channel Character Limit
WhatsApp 4,000
Web Messaging 4,000
Facebook Messenger 2,000
Apple Messages for Business 2,000
Instagram DM 1,000
SMS (standard segment) 160
SMS (Unicode/extended) 765

File Attachments by Channel

Channel Supported Formats Max Size
WhatsApp JPG, PNG, GIF, PDF, voice notes (.ogg) Platform limit
Facebook Messenger JPG, PNG, GIF Platform limit
Apple Messages for Business Multiple formats 100 MB
Web Messaging JPG, PNG, GIF Platform limit

Multiple file attachments are sent as individual messages — not bundled.

Agent Behavior — Messaging Interactions

Feature Detail
Conversation history Agents see prior bot and agent conversation transcripts
Delivery status Pending / Delivered / Failed indicators per message
Canned responses Available in all messaging channels
Voice notes WhatsApp only — agents can record, play back, and download
Data filtering From February 2026 — outbound messages can be checked against admin-defined content filters (profanity, regex patterns)
Authentication indicator Green shield shown for authenticated web messaging sessions

Customer Responsibilities

When integrating third-party messaging channels, the customer (not Genesys) is responsible for:

Responsibility Detail
Platform accounts Owning and maintaining all third-party business accounts (Meta, X, Instagram)
Number ownership WhatsApp phone numbers are owned by the customer, not Genesys
Meta Business Verification Required before WhatsApp can be activated
Terms of Service compliance Must adhere to each platform's messaging terms and policies
Open Messaging middleware Custom channel integrations require customer-built middleware

Interview Cheat Sheet

Question Answer
Where are messaging platform integrations configured? Menu → Digital and Telephony → Message → Platform Integrations
How long before messages from the same customer are grouped? 72 hours
What happens with WhatsApp after 24 hours? Free-text replies are blocked — only pre-approved Message Templates can be sent
What is the WhatsApp outbound campaign throughput limit? 18,000 messages per minute (February 2026)
What is Open Messaging used for? Connecting custom or unsupported channels via webhook + customer middleware
Who owns the WhatsApp phone number? The customer — not Genesys
What is the SMS character limit per standard segment? 160 characters
What routes all messaging interactions? Architect Inbound Message Flows
What is the file attachment limit for Apple Messages for Business? 100 MB

Outbound Dialing — Overview & Settings

Topic Detail
Navigation Admin → Outbound or Menu → Digital and Telephony → Outbound
Purpose Configure and run automated outbound call and messaging campaigns to contact lists of customers
Dialing Modes Preview, Progressive, Power, Predictive, Agentless, External
Campaign Types Voice Campaigns, Digital Campaigns (SMS/Email/WhatsApp)

✅ Verified against Genesys Cloud Resource Center — March 2026

Outbound Module Overview

Outbound in Genesys Cloud allows organizations to proactively reach customers through automated dialing campaigns. The system manages who to call, when to call them, how to dial, and what happens based on the result — including compliance controls like Do Not Call (DNC) lists and callable time windows.

Key Outbound Objects

Object Description
Contact Lists The list of people to contact — phone numbers, names, and custom data fields
DNC Lists Do Not Call lists — numbers the system will never dial
Campaigns The configuration that defines dialing mode, contact list, queue, rules, and schedule
Attempt Controls Limits on how many times a contact can be attempted
Callable Time Sets Time windows defining when dialing is allowed (by time zone)
Call Analysis Response Tables Rules for what to do when a live person, answering machine, or busy signal is detected
Rule Sets Logic-based call rules and campaign rules applied during dialing
Campaign Sequences Chained campaigns that run in order — start/stop the sequence instead of individual campaigns
Wrap-Up Code Mappings Maps agent wrap-up codes to campaign outcomes (e.g., "Resolved" = stop calling this contact)

Outbound Settings (Org-Level)

Admin → Outbound → Outbound Settings

These settings apply to all campaigns in the organization.

Setting Description Default / Limit
Max Calls Per Agent Maximum simultaneous outbound calls placed per available agent 1.0–15.0
Max Line Utilization Percentage of Edge lines available for outbound campaigns Configurable
Compliance Abandon Threshold Seconds allowed before a queue-transferred call is classified as a Compliance Abandon 2 seconds default
Calls Subject to Compliance Abandon Rate Choose: All Calls or Calls That Reached the Queue Configurable
Reschedule Time Zone Skipped Contacts Automatically reschedules contacts skipped due to time zone restrictions Optional
Max Calls Per Second (CPS) Maximum calls dialed per second across the entire org 15 CPS default — increase via Care case

⚠️ Each Edge handles up to 350 lines. To increase CPS beyond 15, open a Genesys Care case with telephony model and business justification. Turnaround is typically 10 business days.

Outbound Organization Limits

Object Limit
Simultaneous voice campaigns running 50
Simultaneous digital campaigns running 25
Skills-based dialing campaigns 5
Max contacts per organization 5,000,000
Max contacts per contact list 1,000,000
Max DNC records per DNC list 1,000,000
Max DNC records per org 2,000,000
Max contact list columns 50
Max phone number columns per list 10
Max queue members (skills-based dialing) 500
Max queue members (agent-owned campaign) 200
Max queue members (any campaign) 1,000
Campaign priority range 1 (lowest) to 5 (highest)
Preview campaign duration 1 second to 20 minutes
Callback advance scheduling Up to 30 days
Phone number minimum digits 10 digits, E.164 format
Schedules per campaign 1
Schedule intervals per campaign 500

Automatic Time Zone Mapping (ATZM)

ATZM automatically assigns a time zone to each contact record based on their phone number or postal code, ensuring calls are only placed during compliant hours.

Setting Default
Mapped contacts calling window 8:00 AM – 9:00 PM local time
Unmapped contacts calling window 2:00 PM – 8:00 PM EST
Supported countries United States (default), Canada (opt-in)

⚠️ ATZM from outside North America to dial North American numbers requires the Genesys Cloud org to reside in a North American AWS region. Canadian postal codes must use the format A1A 1A1 (7 characters with space after 3rd character).

Campaign Priority

When multiple campaigns share the same queue, Priority (1–5) determines proportional call distribution:

Access Control (Divisions)

Outbound campaigns support division-based access control — different admin teams can be restricted to manage only their own campaigns:

Interview Cheat Sheet

Question Answer
Where are org-level outbound settings configured? Admin → Outbound → Outbound Settings
What is the default CPS limit? 15 calls per second — increase via Care case
What is the default compliance abandon threshold? 2 seconds
What is ATZM? Automatic Time Zone Mapping — assigns time zones to contacts to enforce compliant calling windows
Default calling window for mapped contacts? 8:00 AM – 9:00 PM local time
Default calling window for unmapped contacts? 2:00 PM – 8:00 PM EST
Max contacts per org? 5,000,000
Max contacts per contact list? 1,000,000
How many voice campaigns can run simultaneously? 50
How many digital campaigns can run simultaneously? 25

Outbound Dialing Modes

Topic Detail
Navigation Admin → Outbound → Campaign Management
Purpose Select the dialing strategy that determines how the system places calls and connects agents
Default Mode Preview
Number of Modes 6 — Preview, Progressive, Power, Predictive, Agentless, External

✅ Verified against Genesys Cloud Resource Center — March 2026

Dialing Mode Comparison

Mode Who Dials Agent Required Best For Min Agents
Preview Agent manually Yes High-value sales, debt collections, B2B 1+
Progressive System — 1 call per agent Yes Compliance-sensitive, moderate volume Any
Power System — multiple per agent Yes High volume with controlled abandonment 15+ recommended
Predictive System — AI-paced Yes Maximum efficiency, large call centers 15+ required
Agentless System — no agent No Notifications, surveys, IVR delivery, reminders None
External System — routes to external Yes Routing to external agents or systems Any

Preview Mode

In Preview mode, the agent receives a contact record and manually decides when to dial.

Feature Detail
Agent control Agent reviews contact info before calling
Timer Optional countdown — system auto-dials when timer expires
Agent-owned records Agents can own specific contacts and handle all retries
Efficiency Lowest efficiency — highest quality per contact
Compliance Safest mode — no risk of abandoned calls from over-dialing
Best use Collections, high-value B2B sales, sensitive outreach requiring personalization

⚠️ Preview campaigns ignore pacing options — the agent controls the pace entirely.

Progressive Mode

In Progressive mode, the system automatically dials exactly one call per available agent.

Feature Detail
Dialing ratio 1 call : 1 available agent — always
Abandoned calls Near-zero risk — there is always an agent ready when a contact answers
Call analysis Detects live person vs. answering machine before connecting to agent
Efficiency Moderate — no wasted agent time waiting for answers, but no over-dialing
Compliance Excellent — guarantees agent availability; no abandoned call risk
Best use Compliance-sensitive environments, smaller agent pools, regulated industries

💡 Progressive is the recommended mode when you have fewer than 15 agents and cannot use Predictive.

Power Mode

Power mode dials multiple calls per available agent using a pacing algorithm.

Feature Detail
Dialing ratio More than 1 call per agent — determined by pacing algorithm
Pacing Algorithm predicts when an agent becomes available and pre-dials accordingly
Call analysis Required — system drops or routes unanswered/machine calls
Abandoned calls Risk exists — compliance abandon monitoring required
Efficiency High — maximizes agent talk time
Compliance Monitor abandon rate carefully — FTC/OFCOM limits apply
Best use High-volume campaigns where efficiency is more important than zero abandons
Min agents recommended 15+

Predictive Mode

Predictive mode uses a patented stage-based AI algorithm to forecast agent availability and pre-dial contacts accordingly.

Feature Detail
Dialing System automatically places calls based on predicted agent availability
Algorithm Patented pacing — adjusts dynamically based on real-time agent stats
Call analysis Full detection — live person, answering machine, busy, no answer
Efficiency Highest — maximizes talk time, minimizes idle time
Abandoned calls Risk exists — pacing must be tuned to stay within compliance thresholds
Min agents required 15 agents minimum — smaller pools make predictions inaccurate
Best use Large-volume outbound operations (sales, collections, surveys) with 15+ agents

⚠️ With fewer than 15 agents, Predictive's algorithm lacks sufficient data — use Progressive instead.

Agentless Mode

Agentless mode dials contacts and delivers pre-recorded messages, surveys, or IVR flows without connecting to a live agent.

Feature Detail
Agent required No
Content Recorded voice messages, IVR flows, opt-out prompts
Opt-out Include "Press 9 to opt out" in the IVR flow to manage DNC compliance
Answering machine System can detect and play a different message for machines vs. live answers
Live party Call is transferred to an Architect Inbound Call Flow for IVR handling
Requires Inbound Agentless campaigns require Inbound call routing to be implemented
Best use Appointment reminders, payment notifications, fraud alerts, surveys, outage notifications

External Calling Mode

External calling routes answered calls to an external phone number or SIP destination instead of an internal Genesys Cloud queue.

Feature Detail
Routing Calls are bridged to an external system or phone number
Use case Third-party agent environments, outsourced contact centers

Call Analysis

Call Analysis (also called AMD — Answering Machine Detection) is the process of detecting what answered the call before connecting it to an agent or playing a message.

Detection Result Default Action
Live Person Connect to agent or play IVR
Answering Machine Disconnect, play message, or leave voicemail
Busy Signal Record result, retry based on attempt control
No Answer Record result, retry based on attempt control
Invalid Number Mark uncallable

Call analysis is configured in a Call Analysis Response Table, which is then assigned to a campaign.

Campaign Priority

When multiple campaigns share the same ACD queue, priority determines how lines are distributed:

Priority Effect
1 Lowest — fewest calls per agent relative to other campaigns
5 Highest — proportionally more calls per agent

Agents participate in multiple campaigns automatically via the queues they are active in. No manual assignment per campaign is needed.

Choosing the Right Dialing Mode

Interview Cheat Sheet

Question Answer
What is the default campaign dialing mode? Preview
Which mode dials 1 call per available agent? Progressive
Which mode requires minimum 15 agents? Predictive (and recommended for Power)
Which mode has no agents involved? Agentless
What is Call Analysis? Detection of live person, answering machine, busy, or no answer before connecting to agent
What is the abandoned call risk in Progressive mode? Near-zero — one call per agent guarantees availability
What happens with fewer than 15 agents in Predictive mode? Pacing predictions become inaccurate — use Progressive instead
What must Agentless campaigns implement? Inbound call routing (Architect flow)

Outbound — Contact Lists & DNC

Topic Detail
Navigation Admin → Outbound → Contact Lists and Admin → Outbound → DNC Lists
Purpose Manage the lists of contacts to dial and the numbers that must never be dialed
Max contacts per org 5,000,000
Max contacts per list 1,000,000
Max DNC records per list 1,000,000
Max DNC records per org 2,000,000

✅ Verified against Genesys Cloud Resource Center — March 2026

Contact Lists

A contact list is the "phone book" for a campaign — it contains the names, phone numbers, and custom data fields for every person the campaign will attempt to reach.

Contact List Structure

Field Detail
Columns Up to 50 columns per list
Phone number columns Up to 10 phone number columns per list (e.g., mobile, home, work)
Column header character limit 128 characters
Column entry character limit 512 characters
Phone number format Minimum 10 digits, E.164 format required
One campaign at a time A contact list can only be on one running campaign at a time

Creating a Contact List

  1. Navigate to Admin → Outbound → Contact Lists
  2. Click Create
  3. Name the contact list
  4. Define columns — at minimum one phone number column
  5. Select the phone number column type for each phone column
  6. Click Save

Importing Contacts

  1. Open the contact list
  2. Click Import
  3. Upload a CSV file — columns must match the list definition
  4. The system validates and imports contacts

💡 Contact lists can be generated from CRM or marketing systems and uploaded on a one-time, recurring, or trigger-based basis.

Contact List Filters

Contact list filters allow you to run a campaign against a subset of a contact list without creating a separate list:

Attempt Controls

Attempt controls limit how many times a contact or phone number can be called, preventing excessive re-dialing.

Setting Description
Max attempts per phone number Stop calling a specific number after N attempts
Max attempts per contact Stop calling the entire contact record after N total attempts
Recall time How long to wait before retrying a contact
Reset period After this period, the attempt counter resets (e.g., every 24 hours)
Phone type-specific limits February 2026 update — configure different attempt limits per phone type (mobile, home, work)

💡 February 2026 update: Administrators can now set phone type-specific attempt limits, extend recall times, and adjust reset periods with greater precision.

DNC Lists (Do Not Call)

A DNC list is a data source of phone numbers that must never be dialed by any campaign. The system checks contact phone numbers against all assigned DNC lists before placing each call.

Types of DNC

Type Description
Internal DNC Organization's own DNC list — uploaded and managed in Genesys Cloud
Campaign-specific DNC Assigned to specific campaigns only
Wrap-up triggered DNC Agent selects a wrap-up code that automatically adds a number to DNC
Contact-level DNC Agent or system flags an entire contact (not just a number) as uncallable

Creating a DNC List

  1. Navigate to Admin → Outbound → DNC Lists
  2. Click Create
  3. Name the DNC list
  4. Click Save

Importing DNC Numbers

  1. Open the DNC list
  2. Click Import
  3. Upload a CSV of phone numbers
  4. The system validates and imports

Assigning DNC to a Campaign

DNC lists are assigned in the Campaign Editor during campaign configuration. A campaign can have multiple DNC lists assigned — all are checked before each dial attempt.

Agent-Triggered DNC

To allow agents to add numbers to DNC during a call:

Callable Time Sets

Callable time sets define when a campaign is allowed to dial for each time zone. This works alongside ATZM to ensure compliance with regulations like the Telephone Consumer Protection Act (TCPA).

Feature Description
Navigation Admin → Outbound → Callable Time Sets
Purpose Define allowed dialing hours by day of week and time zone
Integration Assigned to a campaign — overrides or supplements ATZM defaults
Override Callable times can be overridden; callable days cannot

Contact Management During a Campaign

Action Description
Dynamic queueing Contacts are re-sorted at attempt time — most current data is used
Filter changes honored If a contact list filter changes during a running campaign, the campaign honors the update
Skip time zone contacts Contacts outside the callable window are skipped and optionally rescheduled via ATZM
Mark uncallable A wrap-up code or call rule can flag a number or entire contact as permanently uncallable

Interview Cheat Sheet

Question Answer
Max contacts per org? 5,000,000
Max contacts per contact list? 1,000,000
Max DNC records per list? 1,000,000
Max DNC records per org? 2,000,000
Max phone number columns per contact list? 10
Can a contact list be on multiple running campaigns? No — only one running campaign at a time
What format must phone numbers use? E.164 format, minimum 10 digits
What is an Attempt Control? Limits on how many times a contact or number can be dialed
What does a DNC list do? Prevents listed numbers from being dialed by any campaign it is assigned to
How can agents add a number to DNC? Via wrap-up code mapped to DNC action, or DNC button in agent script

Outbound — Campaign Configuration

Topic Detail
Navigation Admin → Outbound → Campaign Management
Purpose Create and configure outbound campaigns — defines who to call, how to dial, and what rules to apply
Campaign Types Voice Campaigns, Digital Campaigns (SMS, Email, WhatsApp)

✅ Verified against Genesys Cloud Resource Center — March 2026

Campaign Editor Overview

The Campaign Editor is a step-by-step configuration wizard. The first decision is always the Dialing Mode — this determines which other settings are available.

Campaign Editor Required Resources

Before creating a campaign, ensure the following exist:

Resource Why It's Needed
Contact List The list of contacts to dial
ACD Queue Where answered calls route to (agent-assisted modes)
DNC List (optional) Numbers to exclude
Callable Time Set (optional) Allowed dialing hours
Call Analysis Response Table What to do with live answer / machine / busy / no answer
Agent Script (optional) Screen pop for agents when they receive the call
Rule Set (optional) Logic-based conditions applied pre-call or at wrap-up

Creating a Campaign

  1. Navigate to Admin → Outbound → Campaign Management
  2. Click the Voice Campaigns tab (or Digital Campaigns for SMS/Email)
  3. Click Create Campaign
  4. Select Dialing Mode — this is the first and most important decision
  5. Complete all required fields per the mode
  6. Click Save

Core Campaign Settings

General

Field Description
Campaign Name Unique name for the campaign
Division Controls which admin teams can manage this campaign
Dialing Mode Preview, Progressive, Power, Predictive, Agentless, External
Priority 1 (lowest) to 5 (highest) — affects line distribution when sharing a queue

Contact List & Filtering

Field Description
Contact List The source list of contacts to dial
Contact List Filter Optional — dial only a subset of the contact list
Contact Sort Define sort order before dialing begins (up to 4 sort columns)
Dynamic Queueing Re-sort contacts at attempt time — uses most current data

Queue & Routing

Field Description
ACD Queue Queue where answered calls are delivered to agents
Script Script that pops on agent desktop when call connects
Caller ID The number displayed to the contact being called
Skills-Based Routing Optional — match agents based on ACD skills during campaign

DNC & Compliance

Field Description
DNC Lists One or more lists — all are checked before every dial attempt
Callable Time Set Enforces calling hours by time zone
Attempt Controls Limits re-dial attempts per contact or phone number
Compliance Abandon Rate Monitor and alert on FTC/OFCOM abandon thresholds

Call Analysis Response Table

Defines system behavior based on call detection result:

Detection Example Action
Live Person Connect to queue → Agent
Answering Machine Disconnect, play message, or leave voicemail
Busy Schedule retry via attempt control
No Answer Schedule retry via attempt control
Invalid Number Mark as uncallable

Outbound Lines Distribution

Controls how campaign lines are shared when multiple campaigns run on the same Edge group or Site:

Option Description
Weight Proportional share — default weight is 10 per campaign
Reserved Lines Campaign reserves a fixed number of lines (used for Agentless)
Equal Distribution All campaigns share lines equally

💡 Line weight is relative: Campaign A (weight 50) + Campaign B (weight 25) = Campaign A gets 67% of available lines, Campaign B gets 33%.

Campaign Scheduling

Each campaign can have one schedule with up to 500 intervals:

  1. Navigate to campaign → Schedule tab
  2. Define Start Time and Stop Time per interval
  3. Assign a Callable Time Set for time zone compliance
  4. Save

Campaigns can also be organized into Campaign Sequences — chained campaigns that run one after another, started and stopped as a group.

Wrap-Up Code Mappings

Wrap-up codes used by agents can be mapped to campaign actions — defining what happens to the contact after the call ends:

Wrap-Up Code Campaign Action
Resolved Stop all future contact attempts
Callback Requested Schedule a callback
Wrong Number Mark phone number as uncallable
Do Not Call Add to DNC list
Follow Up Schedule retry with custom recall time

Wrap-up code mappings are configured at Admin → Outbound → Wrap-Up Code Mappings.

Rule Sets

Rule sets define logic-based conditions that trigger actions before or after a call:

Rule Type Timing Example
Pre-call Rule Before dialing Skip contact if account balance < $0 via Data Action lookup
Wrap-Up Rule After call ends Schedule callback if wrap-up = "Call Back Later"
Limit Detail
Max data action conditions per rule set 2
Max data actions per rule set 10
API call rate from rules 5 per second (pre-call and wrap-up)

Digital Campaigns

In addition to voice, Genesys Cloud supports outbound digital campaigns:

Channel Use Case Notes
Email Marketing, notifications, billing Requires verified email domain
SMS Alerts, reminders, surveys 160 characters per segment; requires SMS inventory number
WhatsApp High-volume notifications Pre-approved Message Templates required; up to 18,000 msg/min

Digital campaigns use the same Campaign Editor but with channel-specific settings instead of call analysis.

Campaign Monitoring (Real-Time)

View Location
Outbound Campaigns Dashboard Performance → Outbound Campaigns
Campaign Details View Select a campaign — shows stats, interactions, callbacks
Diagnostics Window March 2026 feature — real-time diagnostics for voice campaign health (queues, agents, contact rates)
Refresh Rate Interaction data refreshes every 10 seconds
Historical Interactions View interactions for current day, last 7 days, or last 30 days

Interview Cheat Sheet

Question Answer
Where are campaigns created? Admin → Outbound → Campaign Management
What is the first decision in the Campaign Editor? Dialing Mode
What does Campaign Priority control? Proportional line distribution when multiple campaigns share the same queue
What is a Callable Time Set? Defines allowed dialing hours by time zone — enforces compliance
What does a Call Analysis Response Table define? System actions based on call detection result (live person, machine, busy, no answer)
What is the default outbound line weight per campaign? 10
How does wrap-up code mapping work? Maps agent wrap-up codes to campaign outcomes (stop calling, add to DNC, schedule callback, etc.)
Can multiple DNC lists be assigned to one campaign? Yes
How often does campaign interaction data refresh? Every 10 seconds
What is new in March 2026 for campaign monitoring? A dedicated diagnostics window with real-time campaign health data

Callbacks

Section Description
Feature Area Contact Center / Queue Configuration
Navigation (Scheduled Callbacks view) Performance → Workspace → Contact Center → Scheduled Callbacks
Navigation (Queue callback settings) Admin → Contact Center → Queues → [select queue] → Callback tab
Navigation (Architect Create Callback) Available in Inbound Call, In-Queue, and Outbound Call flows via the Toolbox
Primary Function Allow customers to request a return call instead of waiting on hold; reduce abandonment and improve satisfaction

A callback is a request a caller makes to have their call returned when an agent is unavailable. Callbacks improve customer satisfaction by eliminating hold time. They also help agents who cannot complete an interaction immediately and need to follow up. Genesys Cloud supports several callback types that originate from different points in the contact center workflow.

Study Notes — Callback Types

Callback Type Origin Description
In-Queue Callback Architect flow (in-queue or inbound) Customer requests a callback while waiting in queue — exits the queue and the callback object takes their position
Scheduled Callback Agent-initiated during an interaction Agent schedules a return call for a future date/time — up to 30 days in advance
Agent-Owned Callback Scheduled callback with ownership Agent takes personal ownership — callback waits for that specific agent to become available
Customer First Callback Queue-level configuration System dials the customer first, connects them to an agent only after the customer answers
Campaign Callback Outbound campaign Schedule Callback action Automatically created by outbound dialing campaign rules

In-Queue Callback (via Architect)

The Create Callback action is added to an Inbound Call, In-Queue, or Outbound Call flow.

Attribute Detail
Architect Action Create Callback (in Flow category of Toolbox)
Supported In Inbound Call flows · In-Queue Call flows · Outbound Call flows
What happens Callback object is placed on the specified queue; original call exits the queue
Queue position Callback object takes the position in queue of the original call — same skill requirements and priority are automatically inherited
ANI (Caller ID) Callback uses the queue's ANI, not the agent's ANI
Caller ID customization Cannot set caller ID with Create Callback action — use a Call Data action first if you need to set caller ID or caller name
Script requirement Script used by the callback must have the Callback property enabled in script settings (disabled by default)
Skills/priority retention Not retained when placing a callback — skills and priority are reacquired from queue position, not the original interaction
In-queue flow limit Max 30 in-queue flows per email or message interaction (prevents loop when target queue = current queue)

Scheduled Callback (Agent-Initiated)

Agents can schedule a return call during an active voice interaction.

Attribute Detail
Maximum advance scheduling 30 days
Default routing Routes to the queue that received the original interaction
Agent can override Agent can specify a different queue or select "Route callback to me if possible"
Ownership If admin enables agent-owned callbacks, agent can select Take Ownership
If agent misses the callback Immediately routes to the next available agent in queue
If no agent is available Callback remains in queue until an agent becomes available
Edit restriction Cannot edit an owned callback within 15 minutes of scheduled time

Agent-Owned Callbacks

Attribute Detail
Definition A callback where a specific agent takes personal ownership — waits for that agent to become available
Prerequisite Admin must enable agent-owned callbacks on the queue; at least one Preferred Agent Routing rule must be set
Ownership duration Admin configures the wait period — 1 hour to 30 days
On expiration (if Assign to Queue enabled) Callback returns to the queue for the next available agent
On expiration (if Assign to Queue NOT enabled) Callback is removed from queue and disconnected
Effect of preferred agent routing Preferred agent routing does NOT affect scheduled callbacks — scheduled callbacks are unaffected

Customer First Callback (Queue Configuration)

Attribute Detail
Default behavior Agent First — system waits for agent to answer before dialing the customer
Customer First behavior System dials the customer before connecting to an agent; once customer answers, interaction returns to queue
Configure where Queue settings → Callback tab → select Customer First
Pacing Modifier Values 1–10 — controls the rate at which Customer First callbacks are dialed based on online agent count
Retry attempts Configurable — max 0–20 retries for unsuccessful callbacks; retry interval up to 24 hours
Voicemail recommendation Genesys recommends not using voicemails in Customer First callback queues — voicemails also dial the customer first and the agent cannot listen before the customer connects
Script used Customer First callbacks use the voice script for callbacks (callback-specific agent scripts are not supported)
Analytics Agents do not receive Customer First callback-specific metrics (handle time, talk time, time to first dial/connect) — only voice metrics after connection
Outbound routes As of July 2025, administrators can specify a telephony site or edge group per queue for Customer First callback outbound dialing

Callbacks & Preferred Agent Routing

Interaction Type Preferred Agent Routing Behavior
Email and messaging interactions Preferred agent routing overrides — Genesys no longer routes to last agent
Inbound callbacks Preferred agent routing overrides — Genesys no longer routes to last agent
Scheduled callbacks Unaffected by preferred agent routing

Scheduled Callbacks View (Performance Dashboard)

Attribute Detail
Navigation Performance → Workspace → Contact Center → Scheduled Callbacks
Permissions required Analytics > Conversation Detail > View · Routing > Queue > View · Outbound > Campaign > View
What it shows All callbacks scheduled by agents during interactions, and callbacks created by the Schedule Callback action
Agent-owned callbacks Show the agent owner's name in the Agent Owner column
Non-owned callbacks Agent Owner column is blank
Actions available Cancel (single or bulk) · Reschedule · Reassign to another queue/agent (agent-owned only)
Export limit Up to 10,000 conversations per 12-hour period for recent interactions; up to 1,000,000 for older data
View does NOT auto-refresh Must manually refresh to see current data

Key Limits & Rules (Exam Critical)

Rule Value
Maximum advance scheduling 30 days
Agent-owned callback duration range 1 hour to 30 days
Pacing modifier range (Customer First) 1–10
Max callback retry attempts 0–20
Retry interval maximum 24 hours
Cannot edit owned callback before scheduled time 15 minutes
Inactive callback auto-end If no date specified and no updates within 14 days of creation, analytics ends the conversation (callback may still be active)
In-queue flow limit 30 per email/message interaction
Callback uses queue ANI Not agent ANI
Skills/priority retained from original call No

Architect Create Callback Action — Configuration Fields

Field Description
Name Label for the action in the flow
Callee Name Optional — name to identify the callback recipient
Callback Number Required — string expression for the callback number (auto-captured from ANI data)
Queue Queue where the callback request is placed
Script Optional — a script with the Callback property enabled

Note: ANI data from the call is automatically examined at runtime to capture the caller's telephone number. You cannot specify caller ID or name directly from this action — use a Call Data action first.

Callback Routing Logic (Inbound)

Caller enters Inbound Call Flow
        ↓
Wait time exceeds threshold (or caller selects option)
        ↓
Create Callback action executes
        ↓
Callback object placed in queue at caller's original position
  (inherits skill requirements and priority)
        ↓
Original call disconnects
        ↓
Agent becomes available → Callback object routed to agent
        ↓
Agent manually dials customer (Agent First)
  OR System dials customer first (Customer First)
        ↓
Outbound call placed → linked to queue for analytics

Callback Automation (Queue Settings)

Queues can be configured to automate callback handling, removing manual agent steps:

Automation Option Description
Auto-Answer Callback interaction is automatically answered when routed to agent
Auto-Dial Agent's outbound call is automatically placed when callback is answered
Auto-End Callback Callback segment is automatically ended after the call completes

These settings are found under Admin → Contact Center → Queues → [queue] → Callback tab.

Skill/Priority Preservation (January 2025 Update)

As of January 2025, administrators can optionally preserve skills and priorities from the original call for callbacks and ACD voicemails. This applies to:

This is an opt-in setting and was not the default behavior prior to this update.

Best Practices

Practice Reason
Do not enable agent-owned callbacks without Preferred Agent Routing rules on the queue Ownership requires at least one PAR rule to function
Always handle the case where a callback cannot be placed Add alternate routing in the flow's failure path
Avoid internal ACD voicemails Creates a callback segment where Agent A's utilization is consumed until the callback is resolved
Do not use voicemails in Customer First queues Agent cannot listen to voicemail before customer connects
Set a realistic ownership period If too long, callbacks may wait excessively for unavailable agents
Enable "Assign to Queue on ownership expiration" Ensures expired owned callbacks don't just disconnect

Key Takeaways

Topic Summary
In-queue callback Uses Create Callback action in Architect; callback takes original call's queue position
Scheduled callback Agent-initiated; max 30 days advance; routes to original queue by default
Agent-owned callback Waits for specific agent; requires PAR rule; 1hr–30day ownership period
Customer First System dials customer before connecting to agent; Pacing Modifier 1–10
Skills not retained Callbacks do not inherit skills/priority (unless optional preservation is enabled)
ANI Callbacks use queue ANI, not agent ANI
Inactive auto-end 14-day limit for unscheduled callbacks with no updates
Scheduled Callbacks view Performance → Workspace → Contact Center → Scheduled Callbacks

Predictive Routing

Study Notes

Topic Description
Predictive Routing AI-powered routing system that optimizes agent assignment
Engine Machine learning algorithms analyze skills, availability, and contact history
Purpose Maximize first-contact resolution and customer satisfaction
Activation Requires Premium edition and Workforce Optimization module
Benefit Reduces handle time and improves customer outcomes

Navigation

Admin → Architect → Routing → Predictive Routing OR Admin → Contact Center → Routing Configuration → Enable Predictive Routing

Predictive Routing Overview

Predictive Routing is an AI-powered contact routing system that dynamically matches incoming contacts to the most suitable available agent based on multiple factors:

Key Capabilities

How It Works

  1. Contact arrives at system
  2. Contact intent and requirements analyzed
  3. System evaluates all available agents
  4. Machine learning algorithm predicts best match
  5. Contact routed to optimal agent
  6. Interaction data captured for learning

Edition & Module Requirements

Requirement Details
Minimum Edition Premium Edition required
Module Workforce Optimization add-on module
License Type Agent licenses with predictive routing enabled
Setup Admin configuration in Architect

Study Notes - Routing Factors

Factor Description Impact
Agent Skills Capabilities and certifications High - Core matching criteria
Proficiency Level Skill mastery degree High - Affects quality
Availability Agent ready state and status High - Real-time factor
Handling Capacity Available slots for new contacts High - Prevents overload
Historical Performance Past interaction outcomes Medium - Learning factor
Queue Wait Time Customer wait duration Medium - Fairness factor
Contact Type Voice, chat, email, etc. High - Channel match
Language Proficiency Supported languages High - Communication match
Customer History Previous interaction records Medium - Context factor
Agent State Idle, working, after-call work High - Real-time factor

Implementation Guide

Step 1: Prerequisites & Planning

  1. Ensure organization has Premium edition
  2. Purchase Workforce Optimization module
  3. Audit existing agent skills database
  4. Document required skill sets
  5. Review current routing rules
  6. Plan migration from legacy routing

Step 2: Configure Skill Definitions

  1. Navigate to Admin → Architect → Skills
  2. Create skill categories (technical, language, product)
  3. Define skill levels (1-5 proficiency)
  4. Assign skills to agents
  5. Establish mastery thresholds
  6. Document skill requirements per queue

Step 3: Enable Predictive Routing

  1. Go to Admin → Contact Center → Routing
  2. Select queue to enable predictive routing
  3. Enable "Predictive Routing" toggle
  4. Configure routing rules (optional overrides)
  5. Set skill matching parameters
  6. Define fallback routing behavior

Step 4: Testing & Validation

  1. Route test calls through system
  2. Monitor agent assignment accuracy
  3. Verify skill matching
  4. Check queue distribution
  5. Validate omnichannel routing
  6. Review abandonment rates

Step 5: Monitoring & Optimization

  1. Review routing analytics daily
  2. Monitor first-contact resolution rates
  3. Track agent utilization
  4. Measure customer satisfaction
  5. Optimize skill assignments
  6. Adjust thresholds as needed

How to Implement

Phase Description Timeline
Analysis Audit current routing and skills Week 1-2
Configuration Set up skills, queues, and rules Week 2-3
Testing Validate routing logic and assignments Week 3-4
Pilot Deploy to test queue with monitoring Week 4-6
Full Rollout Enable across all queues Week 6-8
Optimization Monitor, tune, and improve Ongoing

Predictive Routing Architecture

Incoming Contact
    ↓
Contact Metadata Analysis
├── Contact Intent
├── Contact Type (Voice/Chat/Email)
├── Language Requirements
└── Skill Requirements
    ↓
Predictive Routing Engine
├── Machine Learning Models
├── Real-time Agent Analysis
├── Skill Matching Algorithm
└── Performance Prediction
    ↓
Agent Evaluation
├── Available Agents
├── Skill Match Score
├── Proficiency Level
├── Historical Performance
└── Queue Load Balance
    ↓
Optimal Agent Selection
    ↓
Route Contact
    ↓
Agent Assignment

Routing Decision Flow

Contact Arrives
    ↓
Extract Contact Data
├── Intent
├── Channel Type
├── Language
└── Queue Assignment
    ↓
Predictive Routing Engine Evaluates
├── Agent Availability Status
├── Skill Compatibility
├── Proficiency Levels
├── Current Workload
└── Historical Performance Score
    ↓
Machine Learning Model Predicts
├── Best Agent Match
├── Estimated Resolution Probability
└── Customer Satisfaction Likelihood
    ↓
Route to Optimal Agent
    ↓
If No Optimal Agent Available
├── Queue with Priority Calculation
├── Monitor for Next Available Match
└── Apply Fallback Routing Rules
    ↓
Agent Accepts Contact

Routing Rules & Overrides

Hard Rules (Always Applied)

Rule Priority: High
├── Agent Availability
├── Required Skills Present
├── Language Match
└── Queue Assignment

Rule Priority: Medium
├── Skill Proficiency Threshold
├── Agent Capacity
├── Contact Type Capability
└── Channel Configuration

Rule Priority: Low
├── Load Balancing
├── Historical Performance
└── Fairness Rotation

Skill Configuration Example

Technical Support Queue

Required Skills:
├── Product Knowledge (Level 3+)
│   ├── Software (Level 4)
│   ├── Hardware (Level 3)
│   └── Cloud Services (Level 3)
├── Troubleshooting (Level 3+)
├── Customer Service (Level 2+)
└── English Fluency (Level 3+)

Optional Skills:
├── Advanced Certifications (bonus)
├── Spanish Fluency (secondary channel)
└── VIP Customer Experience (specialized)

Bilingual Sales Queue

Required Skills:
├── Sales Techniques (Level 3+)
├── Product Knowledge (Level 3+)
├── English Fluency (Level 4+)
├── Spanish Fluency (Level 4+)
└── Customer Service (Level 3+)

Optional Skills:
├── Enterprise Sales (bonus)
├── Account Management (bonus)
└── Negotiation (specialized)

Real Flow Scenario: Predictive Routing in Action

Customer Calls Support Line
    ↓
System Analyzes: "Technical issue with mobile app"
    ↓
Route Requirements:
├── Skill: Mobile Development (Level 3+)
├── Skill: Customer Service (Level 2+)
├── Language: English
├── Channel: Voice
└── Queue: Technical Support
    ↓
Predictive Engine Evaluates All Available Agents:

Agent 1 (Sarah)
├── Mobile Development: Level 4 ✓
├── Customer Service: Level 4 ✓
├── Current Load: 1 contact
├── Avg Handle Time: 8 mins
├── FCR Rate: 85% ✓ (BEST MATCH)

Agent 2 (James)
├── Mobile Development: Level 2 (Below threshold)
├── Current Load: 2 contacts
├── FCR Rate: 72%

Agent 3 (Maria)
├── Mobile Development: Level 3 ✓
├── Customer Service: Level 3 ✓
├── Current Load: 3 contacts
├── FCR Rate: 78%
    ↓
Route to Agent Sarah (Highest Probability of Resolution)
    ↓
Sarah Answers Call
    ↓
System Logs Interaction for Future Learning

Omnichannel Predictive Routing

Voice Channels

Inbound Calls
    ↓
Predictive Routing
    ↓
Skill-based Queue
    ↓
Agent Answer

Digital Channels

Chat/Email/Social Arrival
    ↓
Predictive Routing Engine
    ↓
Agent Availability Check (across channels)
    ↓
Route to Agent with Capacity
    ↓
Agent Manages Omnichannel Load

Contact Blending Example

Agent Can Handle:
├── 1 Voice Call
├── 2 Chat Conversations
├── 1 Email Thread
└── 1 Social Media Message

Total Capacity: 5 Concurrent Contacts
Current Load: 3 Contacts
Available Slots: 2

Real Flow Scenario: Omnichannel Assignment

Multiple Contacts in Queue:
├── Inbound Call (Technical)
├── Chat (Billing Question)
└── Email (Complaint)

Predictive Engine Evaluates:
    ↓
Agent 1 Capacity: 2 slots available
├── Skills: Technical, Billing, Customer Service ✓
├── Current: 1 Call + 1 Chat
├── Assignment: Route Email (write capability available)
    ↓
Agent 2 Capacity: 1 slot available
├── Skills: Technical, Billing ✓
├── Current: 1 Chat
├── Assignment: Route Call (available)
    ↓
Queue Assignment Complete

Usage Scenarios

Scenario Solution Outcome
High call volume with variable skill requirements Enable predictive routing with skill-based queues Reduced wait times, improved FCR
Multiple agent skill levels Set proficiency thresholds in routing rules Appropriate complexity matching
Omnichannel contact center Use predictive routing across all channels Optimized agent utilization
International operations Configure language skills and regional routing Better customer satisfaction
Seasonal staffing fluctuations Adjust skill assignments dynamically Maintained service quality
VIP customer handling Create specialized skill for VIP interactions Enhanced customer experience

Predictive Routing Configuration Settings

Queue-Level Settings

Queue Configuration: Technical Support

Routing Mode: Predictive Routing ✓

Skill Matching:
├── Required Skills: Product Knowledge, Troubleshooting
├── Proficiency Threshold: Level 3+
├── Language Match: Required
└── Strict Matching: Enabled

Fallback Behavior:
├── If no perfect match: Lower proficiency threshold
├── Escalation path: Senior support queue
└── Timeout: 30 seconds to find match

Load Balancing:
├── Max contacts per agent: 3
├── Considering ACW time: Yes
└── Fair distribution: Enabled

Monitoring & Analytics Dashboard

Key Metrics to Track

Metric Target Purpose
First Contact Resolution (FCR) >80% Measure routing effectiveness
Average Handle Time (AHT) Baseline - 5% Track efficiency
Agent Utilization 80-90% Optimize resource use
Customer Satisfaction (CSAT) >85% Measure outcomes
Skill Match Rate >95% Verify routing accuracy
Queue Abandonment <5% Monitor wait times
Call Transfer Rate <10% Reduce routing errors

Real-Time Dashboard View

Predictive Routing Performance (Live)

Queue: Technical Support
├── Active Contacts: 24
├── Available Agents: 8
├── Avg Match Score: 4.2/5 ✓
├── Current AHT: 9.2 mins
└── Skill Match %: 96.4%

Top Performing Skills Today:
├── Mobile Development (8 contacts, 87% FCR)
├── Cloud Services (6 contacts, 82% FCR)
└── Hardware Support (4 contacts, 85% FCR)

Agent Performance:
├── Sarah: 4 contacts, 8.1 avg mins, 88% FCR
├── James: 3 contacts, 9.5 avg mins, 79% FCR
└── Maria: 2 contacts, 8.8 avg mins, 84% FCR

Best Practices

Skill Management

Routing Optimization

Agent Management

Monitoring & Reporting

Common Configuration Scenarios

Scenario 1: Small Team (15 agents, 3 skill levels)

Configuration:
├── Premium Edition ✓
├── Workforce Optimization Module ✓
├── Single Queue (Support)
├── 3 Skill Categories (Level 1-4 scaling)
└── Basic Routing Rules

Expected Results:
├── 20-30% improvement in FCR
├── 10-15% reduction in AHT
└── Higher agent satisfaction

Scenario 2: Large Enterprise (200+ agents, multiple queues)

Configuration:
├── Premium Edition ✓
├── Workforce Optimization Module ✓
├── 5-8 Queues (Technical, Billing, Sales, etc.)
├── 15+ Skill Categories with proficiency levels
├── Advanced Routing Rules and Overrides
└── Omnichannel Blending

Expected Results:
├── 25-40% improvement in FCR
├── 15-25% reduction in AHT
├── Significant CSAT increase
└── Better resource utilization

Scenario 3: Multilingual Contact Center (5 languages)

Configuration:
├── Language Skills for each agent
├── Language Matching in Routing Rules
├── Regional Queue Assignment
├── Skill + Language Combination Routing
└── Overflow to general queue if no match

Expected Results:
├── Improved customer satisfaction
├── Reduced transfers
├── Better first contact resolution
└── International service quality

Troubleshooting Guide

Issue Cause Resolution
Contacts routing to wrong skill level Proficiency threshold too low Increase threshold in routing rules
Long wait times Predictive routing disabled for queue Enable predictive routing in queue config
High transfer rates Skill mismatch in routing Review and update skill definitions
Uneven agent load Skill imbalance among agents Provide training to level skill distribution
Poor FCR rates Insufficient skill matching Add more skill categories to definitions
Agents overloaded Capacity settings too high Reduce max contacts per agent
Low agent utilization Skill requirements too strict Relax proficiency thresholds slightly
Routing delays Too many hard rules Simplify rules and priorities
Language mismatch Language skills not configured Add language proficiency to agent setup
Module not working Feature not enabled Verify Premium edition and module purchase

Real-World Implementation Timeline

Week 1-2: Assessment & Planning

Day 1-2: Kick-off meeting
Day 3-5: Audit current routing and skills
Day 6-10: Design new skill structure
Day 11-14: Plan change management

Week 3-4: Configuration

Day 15-18: Create skill definitions
Day 19-22: Configure queues and rules
Day 23-25: Set up monitoring dashboard
Day 26-28: Document configuration

Week 5-6: Testing & Pilot

Day 29-32: Conduct routing tests
Day 33-36: Deploy to pilot queue
Day 37-40: Monitor pilot performance
Day 41-42: Gather feedback and optimize

Week 7-8: Full Deployment

Day 43-44: Plan rollout schedule
Day 45-52: Deploy to remaining queues
Day 53-56: Monitor and support agents

Naming Convention

Queue Naming with Routing Type

<Department>_<Function>_<RoutingType>_Queue

Examples:

Skill Naming Convention

<Category>_<SubCategory>_<Level>

Examples:

Integration with Other Systems

Workforce Management (WFM)

Predictive Routing ←→ WFM
├── Share agent availability
├── Schedule compliance
├── Forecasting data
└── Staffing adjustments

Quality Management

Predictive Routing ←→ Quality Management
├── Interaction recordings
├── Performance metrics
├── Coaching opportunities
└── Training recommendations

Customer Data Platform

Predictive Routing ←→ Customer Data
├── Customer history
├── Preferences
├── Previous resolutions
└── VIP status

Performance Benchmarks

Industry Standard Improvements

Metric Typical Improvement
First Contact Resolution +15-40%
Average Handle Time -10-25%
Customer Satisfaction +10-25%
Agent Utilization +5-15%
Queue Abandonment -20-50%
Cost Per Contact -10-20%

Ramp-Up Timeline

Day 1-30: Learning phase, marginal improvement
Month 2-3: System learns patterns, 10-15% improvement
Month 4-6: Optimized configuration, 25-35% improvement
Month 6+: Mature state, 30-40% improvement

Predictive Routing vs. Traditional Routing

Feature Predictive Routing Traditional Routing
Skill Matching AI-optimized Rules-based
Agent Selection Predictive Sequential
Learning Continuous None
Complexity High Low
Setup Time Medium Low
Optimization Automatic Manual
FCR Improvement 25-40% Baseline
Cost Higher Lower

Interview Cheat Sheet

Question Answer
What is Predictive Routing? AI-powered routing system that optimizes agent assignment using ML
What are the requirements? Premium edition + Workforce Optimization module
How does it select agents? Analyzes skills, availability, performance, and predicts best match
What factors does it consider? Skills, proficiency, availability, workload, language, history
Can you use it with omnichannel? Yes, works with voice, chat, email, and messaging
How is it different from skill-based routing? Uses ML to predict best match vs. just checking skills
Where do you configure it? Admin → Contact Center → Routing
What's the expected improvement? FCR +25-40%, AHT -10-25%, CSAT +10-25%
How long does setup take? 4-8 weeks depending on complexity
What are critical success factors? Accurate skills data, proper proficiency levels, continuous monitoring
How do you monitor performance? Daily dashboard review, weekly analytics, monthly optimization
What if no perfect agent match exists? System queues contact with fallback routing rules
Can you override predictive routing? Yes, hard rules take precedence (availability, required skills)
How does machine learning help? Learns from past outcomes to improve future routing
What's the ROI timeline? 2-3 months to see significant improvements

Key Takeaways

Migration Path from Traditional Routing

Phase 1: Preparation (Weeks 1-2)

├── Audit current routing rules
├── Document all skills currently used
├── Identify skill gaps
└── Plan queue restructuring

Phase 2: Setup (Weeks 3-4)

├── Create comprehensive skill definitions
├── Assign skills and proficiency to agents
├── Configure predictive routing queues
└── Establish monitoring dashboards

Phase 3: Pilot (Weeks 5-6)

├── Enable on low-risk queue
├── Monitor closely for issues
├── Gather team feedback
└── Optimize configuration

Phase 4: Rollout (Weeks 7-8)

├── Disable traditional routing rules
├── Enable predictive on remaining queues
├── Support agents through transition
└── Celebrate early wins

Additional Resources

Official Documentation Links

Support Contacts

Document Version Info

Last Updated: March 2026
Source: Genesys PureCloud Official Documentation
Version: 1.0

Agent Copilot (Agent Assist)

Study Notes

Topic Description
Agent Copilot AI-powered real-time guidance system for agents
Also Known As Agent Assist, Copilot Assistant
Purpose Provides real-time recommendations and knowledge during customer interactions
Activation Requires Premium edition and Customer Insights module
Benefit Reduces handle time, improves first-contact resolution, enhances agent confidence

Navigation

Admin → Architect → Agent Copilot OR Admin → Contact Center → Agent Assistance → Copilot Configuration

Agent Copilot Overview

Agent Copilot is an AI-powered assistant that provides real-time guidance and recommendations to agents during customer interactions. It analyzes the conversation in real-time and suggests relevant knowledge articles, scripts, and next steps to improve interaction quality and resolution.

Key Capabilities

How It Works

  1. Agent answers contact
  2. Copilot monitors conversation in real-time
  3. AI analyzes conversation intent and context
  4. System searches knowledge base for relevant information
  5. Recommendations displayed in agent interface
  6. Agent reviews and applies suggestions
  7. Feedback loop improves future recommendations

Edition & Module Requirements

Requirement Details
Minimum Edition Premium Edition required
Module Customer Insights add-on module
License Type Agent licenses with Copilot enabled
Setup Admin configuration in Architect
Integration Knowledge management system required

Study Notes - Copilot Features

Feature Description Use Case
Knowledge Recommendations AI-suggested articles from knowledge base Technical support, FAQs
Script Guidance Real-time conversation scripts and talking points Sales, compliance-heavy calls
Sentiment Monitoring Real-time emotion analysis of customer De-escalation, empathy guidance
Next Action Suggestions Recommended next steps for agent Call routing, transfer decisions
Agent Performance Tips Real-time coaching during interaction Training reinforcement
Historical Context Customer interaction history suggestions Personalization, context
Product Recommendations Sales-specific recommendations Upsell, cross-sell opportunities
Compliance Reminders Real-time compliance guidance Regulatory requirements

Implementation Guide

Step 1: Prerequisites & Planning

  1. Ensure organization has Premium edition
  2. Purchase Customer Insights module
  3. Audit existing knowledge base
  4. Document Copilot use cases by queue
  5. Plan knowledge article optimization
  6. Review agent readiness and training needs

Step 2: Knowledge Base Configuration

  1. Navigate to Admin → Knowledge Management
  2. Create/organize knowledge articles
  3. Tag articles with metadata (category, queue, intent)
  4. Add keywords and synonyms for better matching
  5. Ensure article quality and accuracy
  6. Set article access permissions

Step 3: Enable Agent Copilot

  1. Go to Admin → Architect → Agent Copilot
  2. Enable "Agent Copilot" toggle
  3. Select knowledge base source
  4. Configure recommendation parameters
  5. Set recommendation types to display
  6. Choose recommendation frequency

Step 4: Customize by Queue

  1. Create queue-specific Copilot settings
  2. Configure knowledge sources per queue
  3. Set relevance thresholds
  4. Define script templates
  5. Establish sentiment trigger rules
  6. Test queue-specific configurations

Step 5: Agent Training & Rollout

  1. Train agents on Copilot interface
  2. Explain recommendation types
  3. Practice with sample interactions
  4. Gather initial feedback
  5. Monitor early adoption
  6. Provide ongoing support

Step 6: Monitoring & Optimization

  1. Review Copilot engagement metrics
  2. Monitor agent utilization of recommendations
  3. Track recommendation accuracy
  4. Gather agent feedback
  5. Optimize knowledge articles
  6. Adjust recommendation parameters

How to Implement

Phase Description Timeline
Planning Audit knowledge base and define use cases Week 1-2
Setup Configure Copilot and knowledge sources Week 2-3
Content Create/optimize knowledge articles Week 3-5
Training Educate agents on features and usage Week 5-6
Pilot Deploy to single queue with monitoring Week 6-7
Rollout Enable across all queues Week 7-8
Optimization Monitor and tune performance Ongoing

Agent Copilot Architecture

Incoming Contact
    ↓
Agent Accepts Contact
    ↓
Copilot Monitoring Begins
├── Real-time Conversation Analysis
├── Intent Detection
└── Context Extraction
    ↓
AI-Powered Recommendation Engine
├── Knowledge Base Search
├── Relevance Scoring
├── Sentiment Analysis
└── Prediction Models
    ↓
Recommendation Generation
├── Knowledge Articles
├── Scripts & Talking Points
├── Next Action Suggestions
├── Sentiment De-escalation Tips
└── Product/Service Recommendations
    ↓
Display to Agent Interface
    ↓
Agent Reviews Recommendations
    ↓
Agent Applies (or Dismisses) Suggestions
    ↓
Feedback Loop Updates AI Model

Real-Time Recommendation Flow

Customer Says: "I've been trying to reset my password for hours"

Copilot Analyzes:
├── Intent: Password Reset Help
├── Sentiment: Frustrated/Angry
├── Context: Technical Issue
└── Duration: Extended problem
    ↓
Copilot Recommendations Display:

1. KNOWLEDGE ARTICLE (High Confidence)
   ├── "Password Reset Troubleshooting"
   ├── Relevance: 94%
   └── Steps: 5-7 minute resolution

2. SENTIMENT GUIDANCE (Urgent)
   ├── Suggest: Apologize for inconvenience
   ├── Tone: Empathetic
   └── De-escalation: Acknowledge frustration

3. NEXT ACTION (Suggested)
   ├── Offer: Manual password reset
   ├── Escalation: If still unresolved
   └── Followup: Offer premium support

4. SCRIPT SUGGESTION (Optional)
   ├── "I completely understand how frustrating that is..."
   ├── "Let me walk you through the fastest solution..."
   └── "If this doesn't work, I'll reset it for you personally"
    ↓
Agent Applies Recommendations
    ↓
Customer Issue Resolved
    ↓
System Captures Feedback

Copilot Interface Components

Agent Desktop View:

┌─────────────────────────────────────────┐
│  Current Interaction                     │
│  Customer: John Smith                    │
│  Queue: Technical Support                │
│  Duration: 3:45                          │
├─────────────────────────────────────────┤
│  COPILOT RECOMMENDATIONS                 │
├─────────────────────────────────────────┤
│                                          │
│  📚 KNOWLEDGE ARTICLES                   │
│  ├─ Password Reset Guide (94% match)    │
│  ├─ Two-Factor Auth Setup (87% match)   │
│  └─ Account Recovery (76% match)        │
│                                          │
│  😟 SENTIMENT ALERT                      │
│  ├─ Customer: FRUSTRATED                │
│  └─ Suggestion: De-escalate & empathize│
│                                          │
│  ➡️  NEXT ACTIONS                        │
│  ├─ Offer manual password reset         │
│  ├─ Provide security questions          │
│  └─ Escalate if unsuccessful            │
│                                          │
│  💬 SUGGESTED SCRIPT                     │
│  "I understand how frustrating this is. │
│   Let me walk you through the quickest  │
│   way to get this resolved..."          │
│                                          │
│  [👍 Helpful] [👎 Not Helpful]           │
└─────────────────────────────────────────┘

Real Flow Scenario: Sales Queue with Copilot

Agent: "Hi, thanks for calling. How can I help?"

Customer: "I'm interested in upgrading my plan"

Copilot Recommendations Appear:

1. KNOWLEDGE - Sales Playbook
   ├─ Current Plan Analysis
   ├─ Available Upgrades
   └─ Pricing Information

2. PRODUCT RECOMMENDATIONS
   ├─ Upsell: Premium Plan (+40% revenue potential)
   ├─ Cross-sell: Support Package
   └─ Offer: 2-month discount if upgrading today

3. NEXT ACTION SUGGESTIONS
   ├─ Qualify: Ask about usage patterns
   ├─ Present: Show cost-benefit analysis
   └─ Close: Offer contract details

4. SCRIPT SUGGESTION
   "Based on your usage, the Premium Plan
    would save you money and give you these
    benefits: [list]. Can I set that up?"
    ↓
Agent Applies Script & Recommendations
    ↓
Customer Upgrades (upsell successful)
    ↓
System Logs: Agent applied recommendation
    ↓
Next Sale: System learns and improves recommendations

Real Flow Scenario: Support Queue with Sentiment

Customer Calls (Angry Tone)

Agent Answers

Copilot Immediately Detects:
├─ Sentiment: NEGATIVE (85% confidence)
├─ Emotion: Frustrated/Angry
├─ Risk: Potential churn
└─ Recommended Action: De-escalate NOW
    ↓
Sentiment Alert in Copilot:
"Customer is frustrated. 
 Suggested response:
 'I'm sorry you're experiencing this issue.
  I'm going to personally make sure we get
  this resolved for you right now.'"
    ↓
Copilot Provides Knowledge:
├─ Issue Resolution Articles
├─ Escalation Path (if needed)
└─ Retention Options
    ↓
Agent Applies De-escalation Approach
    ↓
Customer Sentiment Improves
    ↓
System Logs Improvement
    ↓
Issue Resolved Successfully

Omnichannel Copilot Support

Voice Interactions

Real-time Copilot assistance during calls
├── Conversation transcription
├── Intent analysis
├── Real-time knowledge suggestions
└── Sentiment monitoring

Chat Interactions

Suggested responses during chat
├── Pre-written messages
├── Quick knowledge links
├── Canned responses with personalization
└── Sentiment-based guidance

Email Interactions

Copilot assistance with draft responses
├── Knowledge recommendations
├── Tone suggestions
├── Template recommendations
└── Compliance checking

Social Media Interactions

Real-time assistance for public responses
├── Tone and brand consistency
├── Knowledge suggestions
├── De-escalation for negative sentiment
└── Escalation recommendations

Usage Scenarios

Scenario Solution Outcome
High call volume with complex issues Copilot suggests knowledge articles Reduced AHT, faster resolution
New agents lacking experience Real-time script and guidance Improved FCR, faster ramp-up
Compliance-heavy calls Compliance reminders and scripts Reduced risk, better compliance
Frustrated customers Sentiment analysis with de-escalation tips Improved satisfaction, retention
Sales team underperforming Upsell/cross-sell recommendations Increased revenue per interaction
Quality issues with call handling Real-time coaching suggestions Improved quality scores
Agent knowledge gaps Targeted knowledge recommendations Improved FCR, fewer escalations
Multilingual support Language-specific scripts and guidance Consistent quality across languages

Knowledge Base Organization for Copilot

Knowledge Base Structure:

├─ TECHNICAL SUPPORT
│  ├─ Password Reset
│  │  ├─ Steps 1-5
│  │  ├─ Common Issues
│  │  └─ When to Escalate
│  ├─ Two-Factor Auth
│  ├─ Account Recovery
│  └─ Billing Issues
│
├─ SALES
│  ├─ Plan Comparison
│  ├─ Pricing Information
│  ├─ Promotional Offers
│  ├─ Upsell Scenarios
│  └─ Contract Terms
│
├─ CUSTOMER SUCCESS
│  ├─ Onboarding Steps
│  ├─ Best Practices
│  ├─ Feature Usage
│  └─ Integration Guides
│
└─ COMPLIANCE
   ├─ Required Disclosures
   ├─ Privacy Policies
   ├─ Legal Requirements
   └─ Prohibited Actions

Copilot Performance Metrics

Recommendation Quality

Metric Target Purpose
Recommendation Accuracy >85% Agent finds recommendations helpful
Agent Acceptance Rate >60% Agents actively use suggestions
Relevance Score >4/5 Recommendations match context
Time to Resolution -15% Faster with Copilot assistance
Knowledge Article Match Rate >90% Correct article suggested

Agent Performance

Metric Target Purpose
First Contact Resolution +10-25% Copilot guidance improves outcomes
Average Handle Time -10-20% Faster resolution with suggestions
Customer Satisfaction +5-15% Better agent performance
Quality Score +5-10% Improved call quality
Agent Confidence +20-30% Subjective improvement

Best Practices

Knowledge Base Optimization

Copilot Configuration

Agent Enablement

Monitoring & Optimization

Common Implementation Scenarios

Scenario 1: Technical Support with Knowledge-Heavy Topics

Configuration:
├── Knowledge base with 200+ articles
├── Intent-based recommendation
├── Sentiment monitoring enabled
├── De-escalation scripts
└── Escalation pathways

Expected Results:
├── FCR improvement: 15-25%
├── AHT reduction: 12-18%
└── Agent confidence: +25%

Scenario 2: Sales Team with Upsell Focus

Configuration:
├── Product recommendation engine
├── Upsell/cross-sell playbooks
├── Customer history integration
├── Pricing recommendations
└── Contract template suggestions

Expected Results:
├── Revenue per call: +15-30%
├── Sales conversion: +10-20%
└── Agent productivity: +20%

Scenario 3: Multilingual Support

Configuration:
├── Knowledge base in multiple languages
├── Language-specific scripts
├── Tone guidance per language
├── Cultural sensitivity prompts
└── Translation recommendations

Expected Results:
├── FCR consistent across languages
├── Quality standardization
└── Customer satisfaction: +10-15%

Troubleshooting Guide

Issue Cause Resolution
No recommendations appearing Knowledge base empty or not indexed Populate knowledge base and index
Irrelevant recommendations Poor knowledge article tagging Review and improve metadata/keywords
Agents ignoring recommendations Not helpful or slow to appear Adjust relevance thresholds and review content
Slow recommendation loading Too many articles to search Add more specific keywords and metadata
Sentiment detection inaccurate Model needs more training data Collect more interactions and retrain
High false positive sentiment Threshold too sensitive Adjust sensitivity settings lower
Copilot not working for all queues Not enabled for specific queues Enable in queue configuration
Knowledge articles outdated No review process Establish content review cycle
Low agent adoption Agents don't understand value Provide additional training
Module not appearing License not purchased or enabled Verify Premium edition and module purchase

Agent Copilot vs. Traditional Knowledge Base

Feature Agent Copilot Traditional Knowledge
Real-time suggestions Yes, automatic Manual search required
Context awareness AI-powered, contextual Search-based only
Sentiment analysis Yes No
Next action prediction Yes No
Script guidance Automatic Manual lookup
Learning capability Improves over time Static
Setup complexity Medium-High Low
Ongoing maintenance High (ML tuning) Medium
Agent productivity +20-30% potential Baseline
Customer satisfaction +5-15% improvement Baseline

Sentiment Analysis in Copilot

Sentiment Detection Levels

Extremely Negative (-2)
├─ Angry, frustrated, hostile
├─ Risk: High churn likelihood
└─ Action: Immediate de-escalation

Negative (-1)
├─ Disappointed, concerned
├─ Risk: Medium churn likelihood
└─ Action: Empathy + quick resolution

Neutral (0)
├─ Standard interaction tone
├─ Risk: Low
└─ Action: Normal service

Positive (+1)
├─ Satisfied, pleased
├─ Risk: None
└─ Action: Reinforce positive experience

Extremely Positive (+2)
├─ Happy, delighted
├─ Opportunity: Upsell/cross-sell
└─ Action: Leverage positive sentiment

Integration Scenarios

With Workforce Optimization

Copilot + WFO
├── Agent assisted by Copilot
├── Interaction recorded
├── Quality scored with AI
├── Coaching recommendations generated
└── Coaching delivered back to agent

With Predictive Routing

Copilot + Predictive Routing
├── Best agent routed to contact
├── Copilot assists during interaction
├── Recommendations improve outcome
└── System learns for future routing

With Analytics

Copilot + Analytics
├── Copilot recommendation usage tracked
├── Impact on metrics measured
├── Dashboards show Copilot effectiveness
└── Data guides optimization

Interview Cheat Sheet

Question Answer
What is Agent Copilot? AI-powered real-time guidance system for agents
Also known as? Agent Assist or Copilot Assistant
What are the requirements? Premium edition + Customer Insights module
What does it recommend? Knowledge articles, scripts, next actions, sentiment guidance
How does sentiment analysis help? Detects customer frustration and suggests de-escalation
Where is it configured? Admin → Architect → Agent Copilot
What channels does it support? Voice, chat, email, social media
How does it improve performance? FCR +10-25%, AHT -10-20%, CSAT +5-15%
What's required for success? Quality knowledge base and agent training
How does machine learning help? System learns from recommendations agents use vs. ignore
Can agents reject recommendations? Yes, agents decide what to apply
How long until ROI? 4-8 weeks to see significant improvement
What if knowledge base is empty? Copilot won't have content to recommend
How does it work with omnichannel? Provides channel-specific guidance (voice, chat, email, etc.)
What's the biggest success factor? Quality, current, well-organized knowledge base

Key Takeaways

Migration Path from Manual Knowledge Search

Phase 1: Assessment (Weeks 1-2)

├── Audit current knowledge base
├── Identify content gaps
├── Plan reorganization
└── Set quality standards

Phase 2: Content Preparation (Weeks 2-4)

├── Create/update knowledge articles
├── Add metadata and keywords
├── Organize by intent and queue
└── Quality review all content

Phase 3: Copilot Setup (Weeks 4-5)

├── Enable Agent Copilot
├── Configure recommendations
├── Set relevance thresholds
└── Establish monitoring

Phase 4: Agent Training (Week 5-6)

├── Educate on Copilot features
├── Practice with sample interactions
├── Explain recommendation types
└── Share best practices

Phase 5: Pilot & Optimization (Weeks 6-8)

├── Deploy to single queue
├── Monitor and gather feedback
├── Optimize recommendations
└── Plan full rollout

Phase 6: Full Deployment (Week 8+)

├── Enable across all queues
├── Provide ongoing support
├── Monitor metrics
└── Continuous improvement

Additional Resources

Official Documentation Links

Support Contacts

Document Version Info

Last Updated: March 2026
Source: Genesys PureCloud Official Documentation
Version: 1.0