Genesys Cloud - How To - Basic Navigation for Agents


Genesys Cloud - Admin - Released Evaluations

Released Evaluations (Genesys Cloud Quality Management)

Summary

Released Evaluations in Genesys Cloud refer to quality evaluations that have been completed by a supervisor or evaluator and made available to the agent for review. Once an evaluation is released, the agent can view the scorecard, feedback, and scoring details related to a specific interaction.

Released evaluations are an important part of Quality Management (QM) because they provide transparency into performance assessments, coaching opportunities, and improvement areas based on recorded interactions such as voice, chat, email, or messaging.

Utilization

Use Case Description
Performance review Agents review evaluation scores and feedback from supervisors
Coaching and training Supervisors use evaluations to identify improvement opportunities
Quality assurance tracking Organizations monitor service quality and compliance
Interaction analysis Evaluations help identify patterns in customer interactions
Agent development Agents use feedback to improve communication and service skills

Released evaluations ensure that agents can review and understand performance expectations and scoring criteria.

Best Practices

Practice Reason
Review evaluations promptly Helps agents understand feedback while interactions are still fresh
Carefully read evaluator comments Provides context behind scoring decisions
Use evaluations for self-improvement Identifies opportunities to improve service quality
Discuss unclear feedback with supervisors Promotes learning and alignment on expectations
Track evaluation trends over time Helps agents monitor performance improvement
Follow coaching recommendations Supports continuous development and quality improvement

Example Scenarios

Scenario 1 – Agent Reviews Performance Evaluation

Supervisor evaluates recorded interaction
        ↓
Evaluation is completed and released
        ↓
Agent receives notification
        ↓
Agent opens Released Evaluations view
        ↓
Agent reviews score and feedback

Scenario 2 – Coaching Session Based on Evaluation

Evaluator completes interaction evaluation
        ↓
Evaluation released to agent
        ↓
Agent reviews evaluation results
        ↓
Supervisor schedules coaching session
        ↓
Agent receives guidance for improvement

Scenario 3 – Performance Trend Monitoring

Agent reviews multiple released evaluations
        ↓
Agent identifies recurring feedback themes
        ↓
Agent adjusts communication approach
        ↓
Future evaluations show improved performance

Key Benefits

Benefit Explanation
Transparent performance feedback Agents clearly see how interactions are evaluated
Continuous improvement Supports coaching and skill development
Standardized quality scoring Ensures consistent evaluation criteria
Improved customer experience Quality feedback leads to better interactions
Accountability and learning Agents understand strengths and improvement areas

Genesys Cloud - Admin - Change Web Apperance - Preferences

Access Preferences from sidebar, click your profile picture

Notifications

Click Preferences

Chat preferences

Navigate to preferences from sidebar your profile picture, click on chat

Reset Password

Voicemail Pin

Type in your new PIN and Change Pin

Language Preference

Sound Preference

To select a headset

Video settings

Genesys Cloud - Admin - Create a group workspace

Workspaces (Groups) in Genesys Cloud

Workspaces in Genesys Cloud are created using Groups.
A workspace provides a shared collaboration environment where members can communicate, share files, and coordinate work inside the platform.

Purpose of Workspaces

Purpose Description Example
Team Collaboration Provides a shared communication space for a team Support Team
Operational Coordination Allows teams to coordinate incidents or daily operations NOC Operations
Project Communication Dedicated space for project teams Migration Project
Knowledge Sharing Members share files, links, and information Engineering Workspace

Workspace Components

Component Description
Name Identifies the workspace
Description Explains the purpose of the workspace
Members Users who belong to the workspace
Owners Users who manage the workspace
Visibility Determines if the workspace is public or private
Tags Labels used to organize and search workspaces

Example Workspace Configuration

Field Example
Workspace Name Platform-NOC
Description Network Operations coordination workspace
Visibility Private
Owners NOC Manager
Members Network Engineers
Tags noc, infrastructure

How to Create a Workspace

  1. Go to Admin
  2. Navigate to Directory → Groups
  3. Click Create Group
  4. Enter Name and Description
  5. Set Visibility
  6. Assign Owners
  7. Add Members
  8. Click Save

Example Workspace Structure

Workspace Purpose
Support-Tier1 Customer support coordination
Dialer-Operations Outbound dialing operations
Network-NOC Infrastructure monitoring
Engineering-Voice Telephony engineering collaboration

Best Practices

Practice Reason
Use clear workspace names Helps users identify the purpose
Limit workspace owners Prevents configuration conflicts
Assign relevant members only Keeps communication focused
Use tags for organization Improves search and filtering

Key Notes

Statement Explanation
Workspaces are implemented as Groups Genesys Cloud uses groups as collaboration spaces
Membership controls access Users must be members to participate in private workspaces
Owners manage the workspace Owners can modify configuration and membership
Workspaces support collaboration Enables messaging and shared information across teams

How to Implement

Step Procedure
1 Log in to Genesys Cloud with administrator privileges
2 Navigate to Admin
3 Select Directory
4 Click Groups
5 Select Create Group
6 Enter group name and description
7 Configure visibility settings
8 Assign owners
9 Add members
10 Click Save

Step by Step

Navigate to Workspaces

Create workspace

Type in the workspace name and workspace description and save

Workspace created

TAGS

In Genesys Cloud, tags are metadata labels applied to groups (workspaces) to make them easier to organize, search, filter, and manage across the platform. They are especially useful in environments with many teams, departments, and operational groups.

Tags do not change permissions or functionality — they primarily improve classification and discoverability.

Why Use Tags

Purpose Description Example
Organization Categorize groups by function or department support, engineering
Search Quickly locate groups using filters incident, dialer
Scalability Helps manage large environments with many groups project, migration
Classification Identify region or business unit na, latam, emea

Common Tag Categories

Category Example Tags Use Case
Department support, sales, engineering Organize by team
Function incident, escalation, dialer Operational classification
Region na, latam, emea Geographic grouping
Project migration, ai, analytics Temporary collaboration spaces

Example Workspace Tag Configuration

Workspace Name Tags
Support Tier 1 support, escalation
Network Operations noc, infrastructure
Outbound Dialer Team dialer, outbound
Platform Engineering engineering, voice

Tag Best Practices

Practice Reason
Use lowercase tags Prevents duplicate variations
Keep tags short Easier filtering and readability
Standardize naming Ensures consistency across teams
Limit tag count 3–5 tags per workspace is recommended

Example Tag Structure for Large Environments

Tag Type Example
Department support
Function incident
Region latam
Project migration

Add tags to a group workspace

Navigate to workspaces and click on properties icon for your workspace

Navigate to tags tab and add your new tag

Why You Need to Assign Users to Workspaces (Membership)

Brief Summary

You assign users to a workspace (group membership) so they can access and participate in that workspace.
Membership controls who can see the group, join conversations, receive notifications, and collaborate with the team.

If a workspace is Private, users must be members to access it.

Why Membership Is Required

Reason Explanation
Access Control Only members can access private workspaces
Collaboration Members can participate in workspace conversations
Notifications Members receive activity updates from the workspace
Team Organization Ensures communication stays within the appropriate team

Access Levels

Role Description Typical Use Case
Owner Full administrative control of the workspace. Can edit the group, manage members, and delete the group. Team leads, supervisors, administrators
Contributor Can participate in conversations, share files, and collaborate within the workspace. Cannot manage group configuration. Regular team members
Viewer Can view workspace content but cannot actively contribute or post messages. Stakeholders, auditors, observers

Role Permissions Overview

Capability Owner Contributor Viewer
View Workspace ✓ ✓ ✓
Participate in Conversations ✓ ✓ ✗
Share Files / Content ✓ ✓ ✗
Add or Remove Members ✓ ✗ ✗
Modify Group Settings ✓ ✗ ✗
Delete Workspace ✓ ✗ ✗

Best Practice

Recommendation Reason
Limit Owners Prevents accidental configuration changes
Use Contributor for most users Enables collaboration without administrative control
Use Viewer for monitoring roles Allows oversight without interaction

Assign users

Navigate to Documents / Workspaces / Properties of your workspace / Membership tab / Search for user and add, select role and save

Genesys Cloud - Admin - Development and feedback module

Development and Feedback Module (Genesys Cloud)

Summary

The Development and Feedback module in Genesys Cloud is part of the Performance Management and Coaching framework. It allows supervisors and managers to provide structured feedback, coaching, and development plans to agents based on performance metrics, interaction evaluations, and operational observations.

This module supports continuous improvement by enabling agents to receive actionable feedback, track progress, and review development activities related to their performance. It integrates with other Genesys Cloud tools such as Quality Management (QM), evaluations, and performance dashboards.

Utilization

Use Case Description
Performance improvement Supervisors provide coaching and improvement recommendations
Agent development Managers create development plans to enhance agent skills
Feedback delivery Agents receive structured feedback on performance
Performance tracking Organizations monitor agent improvement over time
Training alignment Coaching sessions can align with training programs

The Development and Feedback module helps organizations build stronger agent performance through structured coaching and performance reviews.

Best Practices

Practice Reason
Provide timely feedback Ensures agents remember the interaction and context
Focus feedback on specific behaviors Helps agents understand exactly what needs improvement
Use objective performance data Maintains fairness and transparency
Combine feedback with coaching sessions Reinforces learning and development
Encourage agent participation Promotes engagement and ownership of improvement
Track progress over time Helps supervisors measure improvement and effectiveness

Example Scenarios

Scenario 1 – Supervisor Provides Coaching Feedback

Supervisor reviews agent performance metrics
        ↓
Supervisor identifies improvement opportunity
        ↓
Supervisor creates feedback entry in Development module
        ↓
Agent reviews feedback and recommendations

Scenario 2 – Agent Performance Development Plan

Agent receives multiple evaluation results
        ↓
Supervisor identifies recurring performance theme
        ↓
Supervisor creates development plan
        ↓
Agent follows recommended training and coaching
        ↓
Performance improves over time

Scenario 3 – Follow-Up Coaching Session

Supervisor reviews previous feedback
        ↓
Supervisor schedules coaching discussion
        ↓
Agent reviews feedback before meeting
        ↓
Supervisor and agent discuss improvement strategies

Key Benefits

Benefit Explanation
Continuous agent improvement Structured feedback helps agents develop skills
Transparent performance evaluation Agents clearly understand expectations
Coaching-driven culture Encourages constructive performance discussions
Data-supported development Feedback can be tied to metrics and evaluations
Increased service quality Improved agent performance leads to better customer experiences

Genesys Cloud - Admin - Drop a shift for someone else

Click shift trades

Click the arrow to new trade

Click drop

Click drop on your schedule view

Request to drop

Confirmation message

Drop a Shift for Someone Else (Genesys Cloud)

Summary

Dropping a shift for someone else in Genesys Cloud Workforce Management (WFM) allows an agent to release a scheduled shift so that another qualified agent can claim or pick up the shift. This feature provides flexibility in workforce scheduling while ensuring that staffing levels remain within operational requirements.

The shift drop process typically requires approval or validation through configured workforce management rules, which may include staffing thresholds, skill requirements, or supervisor approval.

Utilization

Use Case Description
Schedule flexibility Agents can release shifts when they are unable to work
Shift coverage Other agents can claim available shifts to maintain staffing levels
Workforce balancing Helps maintain required staffing without manual schedule changes
Personal schedule adjustments Agents can manage unexpected personal conflicts
Workforce collaboration Enables teams to support each other by covering shifts

Shift dropping helps organizations maintain service coverage while providing agents with more control over their schedules.

Best Practices

Practice Reason
Drop shifts as early as possible Provides more time for other agents to claim the shift
Verify workforce policies before dropping shifts Ensures compliance with organizational scheduling rules
Communicate with team members when necessary Increases the likelihood that the shift will be picked up
Avoid frequent last-minute drops Prevents staffing disruptions
Ensure eligibility requirements are met Some organizations restrict shift drops based on rules or time windows
Monitor shift status after dropping Confirms whether the shift has been claimed or requires supervisor action

Example Scenarios

Scenario 1 – Agent Cannot Work Scheduled Shift

Agent reviews upcoming schedule
        ↓
Agent identifies conflict with assigned shift
        ↓
Agent submits request to drop shift
        ↓
Shift becomes available for other agents
        ↓
Another qualified agent claims the shift

Genesys Cloud - Admin - Favorites

Favorites (Genesys Cloud)

Summary

The Favorites feature in Genesys Cloud allows users to mark frequently contacted coworkers, agents, or resources for quick access within the platform. By adding contacts to Favorites, users can easily locate them for internal communication, call transfers, consultations, or collaboration without searching through the full directory.

Favorites appear in the Agent Workspace or directory panel, enabling faster navigation and improving operational efficiency when working with team members or commonly used contacts.

Utilization

Use Case Description
Quick contact access Agents quickly locate supervisors or team members
Frequent call transfers Common transfer destinations added to Favorites
Internal collaboration Agents contact teammates during interactions
Escalation support Supervisors or specialists added for rapid escalation
Operational efficiency Reduces time spent searching through the directory

Using Favorites helps agents streamline internal communication during customer interactions.

Best Practices

Practice Reason
Add frequently contacted users to Favorites Speeds up collaboration and call handling
Include supervisors or escalation contacts Makes escalation easier during interactions
Keep Favorites organized and relevant Prevents clutter and confusion
Review Favorites periodically Ensures contacts remain current
Use Favorites during transfers or consultations Improves efficiency while assisting customers

Example Scenarios

Scenario 1 – Agent Transfers Call to Specialist

Customer requires specialized assistance
        ↓
Agent opens Favorites list
        ↓
Agent selects specialist from Favorites
        ↓
Call transferred quickly

Scenario 2 – Agent Consults Supervisor

Agent handling complex customer issue
        ↓
Agent opens Favorites list
        ↓
Agent selects supervisor
        ↓
Agent initiates consultation

Scenario 3 – Quick Internal Communication

Agent needs help locating information
        ↓
Agent opens Favorites panel
        ↓
Agent selects teammate
        ↓
Agent sends message or initiates call

Key Benefits

Benefit Explanation
Faster collaboration Frequently contacted users are easily accessible
Improved agent efficiency Reduces time spent searching the directory
Better interaction handling Helps agents transfer or consult quickly
Simplified navigation Agents can quickly find important contacts
Supports escalation workflows Specialists and supervisors are readily available

Genesys Cloud - Admin - First login

Genesys Cloud - Admin - Logout

Genesys Cloud - Admin - My Evaluations

[](https://wiki.tinod.net/uploads/images/gallery/2026-03/iMd4r1iZssFDSTJ2-image-1773264123601.png

)

My Evaluations (Genesys Cloud Quality Management)

Summary

The My Evaluations section in Genesys Cloud allows agents to review quality evaluations that supervisors or quality analysts have completed on their interactions. These evaluations are part of the Quality Management (QM) framework and are used to assess agent performance based on predefined evaluation forms and scoring criteria.

Agents can view scores, evaluator comments, questions from the evaluation form, and interaction recordings or transcripts, depending on configuration. This feature promotes transparency and helps agents understand how their interactions are measured and where improvements can be made.

Utilization

Use Case Description
Performance review Agents review scores assigned to evaluated interactions
Self-improvement Agents identify strengths and improvement areas
Coaching preparation Agents review evaluations before coaching sessions
Quality assurance tracking Supervisors and agents monitor performance trends
Interaction learning Agents replay recordings to understand feedback

The My Evaluations view allows agents to stay informed about quality standards and personal performance metrics.

Best Practices

Practice Reason
Review evaluations regularly Helps agents stay aware of performance expectations
Read evaluator comments carefully Provides context behind scoring decisions
Listen to interaction recordings when available Helps understand what occurred during the interaction
Identify recurring feedback patterns Supports long-term improvement
Discuss unclear feedback with supervisors Ensures proper understanding of expectations
Apply coaching recommendations Improves service quality and evaluation scores

Example Scenarios

Scenario 1 – Agent Reviews Evaluation Score

Supervisor evaluates recorded interaction
        ↓
Evaluation is released to the agent
        ↓
Agent opens My Evaluations view
        ↓
Agent reviews scorecard and feedback

Scenario 2 – Preparing for Coaching Session

Agent receives notification of evaluation
        ↓
Agent reviews scoring details
        ↓
Agent listens to interaction recording
        ↓
Agent prepares questions for supervisor

Scenario 3 – Identifying Performance Trends

Agent reviews multiple evaluations
        ↓
Agent notices recurring feedback
        ↓
Agent adjusts communication approach
        ↓
Future evaluations reflect improvement

Key Benefits

Benefit Explanation
Transparent performance feedback Agents can clearly see how interactions are evaluated
Continuous improvement Helps agents refine communication and service skills
Coaching support Evaluations serve as a basis for coaching sessions
Quality standard alignment Ensures agents follow organizational service guidelines
Performance visibility Agents track personal development over time

Genesys Cloud - Admin - My queues and activity view

My Queue and Activity View (Genesys Cloud)

Summary

The My Queue and Activity view in Genesys Cloud provides agents with real-time visibility into the queues they are assigned to and the current activity levels within those queues. This view allows agents to monitor queue workload, understand interaction demand, and track their personal participation in queue activity.

Agents can see information such as active interactions, waiting interactions, queue membership, and their participation status. This visibility helps agents stay aware of operational demand and respond appropriately when handling interactions.

Utilization

Use Case Description
Queue workload awareness Agents can monitor the number of interactions waiting in queues
Queue membership visibility Shows the queues the agent is assigned to
Interaction demand monitoring Helps agents understand current queue activity
Operational transparency Provides insight into contact center workload in real time
Performance awareness Agents can track their participation in queue activity

Using the My Queue and Activity view helps agents maintain awareness of current service demand and operational priorities.

Best Practices

Practice Reason
Monitor queue activity regularly Helps agents anticipate incoming interactions
Stay in Available status when workload is high Supports queue performance and service levels
Understand assigned queues Ensures agents are aware of which queues they support
Coordinate with supervisors during high volumes Helps maintain operational balance
Use the view to understand workload trends Improves situational awareness during shifts

Example Scenarios

Scenario 1 – Monitoring Queue Demand

Agent opens My Queue and Activity view
        ↓
Agent sees increased number of waiting interactions
        ↓
Agent prepares to receive additional interactions
        ↓
Agent remains available to support queue demand

Scenario 2 – Agent Assigned to Multiple Queues

Agent checks My Queue and Activity view
        ↓
Agent sees activity levels across assigned queues
        ↓
Agent understands where interactions are coming from
        ↓
Agent manages interactions accordingly

Scenario 3 – High Interaction Volume

Contact center experiences high call volume
        ↓
Agents monitor queue activity levels
        ↓
Agents remain available to handle interactions
        ↓
Supervisors adjust staffing if necessary

Key Benefits

Benefit Explanation
Real-time queue visibility Agents can see current interaction demand
Improved situational awareness Helps agents understand operational workload
Supports service levels Encourages agents to remain available during high demand
Queue transparency Shows which queues agents are supporting
Operational efficiency Helps teams respond quickly to changing workloads

Genesys Cloud - Admin - My Schedule

On you profile click on schedule

You can navigate with calendar drop down menu

You can also view by day, week, month.

To request time off

Check time off balance

My Schedule (Genesys Cloud Workforce Management)

Definition

My Schedule in Genesys Cloud is a Workforce Management (WFM) view that allows an agent to see their own assigned work schedule and planned activities. It displays the time blocks for different activities such as handling interactions, breaks, meetings, training, or offline tasks.

This view helps agents understand their daily workload, follow their assigned activities, and maintain schedule adherence.

Source: Genesys Documentation

Summary

Item Description
Feature My Schedule
Module Workforce Management (WFM)
Purpose Allows agents to view their personal work schedule
Primary Users Agents
Data Displayed Scheduled activities, time blocks, and planned tasks

Source: Genesys Documentation

Best Practices

Best Practice Explanation
Check schedule before shift Helps agents prepare for their workday
Follow assigned activities Improves schedule adherence and workforce efficiency
Monitor upcoming breaks Ensures compliance with scheduled rest periods
Stay aware of schedule changes Schedules may be updated by Workforce Management
Align agent status with scheduled activity Helps supervisors track adherence accurately

Source: Genesys Documentation / Operational Best Practice

Genesys Cloud - Admin - My status view

Go to performance

Select your workspace

Click statuses tab

To export data

My Status View (Genesys Cloud)

Summary

The My Status view in Genesys Cloud allows agents to monitor and control their current availability status within the contact center. This view shows whether the agent is available to receive interactions or currently in a non-routable state such as break, meeting, training, or offline.

Managing status correctly is critical for queue routing, workforce management adherence, and real-time reporting. When an agent changes their status, Genesys Cloud immediately updates their availability in the routing engine and operational dashboards.

Utilization

Use Case Description
Availability control Agents mark themselves Available to receive interactions
Break or non-working states Agents change status to break, meeting, lunch, or training
Workforce adherence Supervisors track adherence against scheduled activities
Interaction routing Routing engine uses agent status to determine availability
Personal activity tracking Agents view how long they have been in a specific status

Proper use of status helps ensure accurate reporting, effective queue routing, and adherence to workforce schedules.

Best Practices

Practice Reason
Set status accurately before leaving the workstation Prevents missed or misrouted interactions
Return to Available when ready to receive interactions Ensures proper routing and staffing coverage
Follow WFM schedule adherence guidelines Maintains staffing levels and operational planning
Avoid manually forcing statuses outside policy Prevents inaccurate reporting
Use the correct break or activity status Helps supervisors track adherence and performance

Example Scenarios

Scenario 1 – Agent Starting Shift

Agent logs into Genesys Cloud
        ↓
Agent checks My Status view
        ↓
Agent changes status to Available
        ↓
Routing engine begins sending interactions

Scenario 2 – Agent Taking Scheduled Break

Agent finishes interaction
        ↓
Agent changes status to Break
        ↓
Routing engine temporarily stops sending interactions
        ↓
Agent returns and switches back to Available

Scenario 3 – Supervisor Monitoring Status

Supervisor monitors agent dashboard
        ↓
Agent status displayed in real-time
        ↓
Supervisor identifies agents in Available, Busy, or Break
        ↓
Staffing decisions made based on real-time availability

Key Benefits

Benefit Explanation
Real-time availability tracking Supervisors and routing engine see agent status instantly
Accurate interaction routing Only available agents receive interactions
Workforce adherence visibility Supports schedule compliance and reporting
Operational transparency Teams can quickly identify agent availability
Improved service levels Ensures the correct number of agents are available to handle interactions

Genesys Cloud - Admin - Pick up extra shift

## Pick Up an Extra Shift (Genesys Cloud Workforce Management)

### Summary

The **Pick Up an Extra Shift** feature in Genesys Cloud Workforce Management (WFM) allows agents to **voluntarily claim available shifts that were previously dropped or made available by the system or supervisors**. This capability helps organizations maintain staffing levels while giving agents the opportunity to **increase working hours or assist during high-demand periods**.

Extra shifts appear in the **WFM schedule or shift marketplace**, where eligible agents can review and claim them based on predefined staffing rules, skills, and availability requirements.

---

## Utilization

| Use Case | Description |
|---|---|
| High call volume coverage | Agents pick up additional shifts to support increased demand |
| Shift marketplace participation | Agents claim shifts that other team members dropped |
| Overtime opportunities | Agents add extra work hours when available |
| Workforce flexibility | Contact centers quickly fill staffing gaps |
| Skill-based coverage | Extra shifts can be claimed by agents with required skills |

Picking up extra shifts helps maintain **operational continuity and service level performance** while offering agents flexibility.

---

## Best Practices

| Practice | Reason |
|---|---|
| Review shift details before claiming | Ensures the shift fits your schedule and role |
| Confirm eligibility requirements | Some shifts require specific skills or queue assignments |
| Avoid overcommitting to extra shifts | Helps maintain productivity and prevent burnout |
| Monitor schedule updates after claiming | Ensures the shift is successfully assigned |
| Follow workforce management policies | Maintains compliance with staffing and scheduling rules |
| Communicate with supervisors if needed | Helps coordinate staffing coverage during high demand |

---

## Example Scenarios

### Scenario 1 – Filling a Dropped Shift

```text
Agent drops scheduled shift
        ↓
Shift becomes available in shift marketplace
        ↓
Another agent reviews available shifts
        ↓
Agent claims the extra shift
        ↓
Schedule updates automatically

Scenario 2 – Supervisor Opens Extra Shifts for High Volume

Contact center anticipates high call volume
        ↓
Supervisor publishes additional shifts
        ↓
Agents view extra shifts in WFM
        ↓
Agents claim available shifts
        ↓
Staffing levels increase

Scenario 3 – Agent Voluntarily Picks Up Overtime

Agent checks upcoming schedule
        ↓
Agent sees open shift available
        ↓
Agent selects and claims the shift
        ↓
Schedule updates with additional work hours

Key Benefits

Benefit Explanation
Improved staffing coverage Helps fill gaps caused by absences or demand spikes
Flexible work opportunities Agents can increase hours when desired
Faster schedule adjustments Open shifts can be claimed without manual supervisor assignment
Supports service level goals Additional staffing helps maintain response times
Encourages team collaboration Agents help support the team during peak periods

Genesys Cloud - Admin - Request to trade a shift

you can also request a trade shift with anyone

Accept shift trade request

Trading a Shift with a Specific Person (Genesys Cloud)

Summary

Trading a shift with a specific person in Genesys Cloud Workforce Management (WFM) allows an agent to request a schedule swap with another agent for a particular shift. Instead of posting the shift to a general shift trade board, the request is directed to one specific agent who can accept or decline the trade.

This capability helps teams manage schedule changes while maintaining coverage requirements, staffing rules, and adherence to workforce policies configured in Workforce Management.

Utilization

Use Case Description
Personal schedule conflicts An agent needs coverage for a shift due to appointments or personal obligations
Team collaboration Agents coordinate directly with colleagues to swap shifts
Last-minute coverage Allows agents to quickly resolve coverage gaps with trusted teammates
Work-life balance Provides flexibility while maintaining staffing requirements
Supervisor-approved schedule adjustments Shift swaps remain governed by WFM validation rules

When a shift trade is requested, Genesys Cloud validates that the swap meets scheduling constraints, including staffing requirements and agent eligibility.

Best Practices

Practice Reason
Confirm availability with the other agent before sending the request Increases the chance the request is accepted quickly
Verify both agents have the required skills Ensures the swap passes workforce management validation
Use shift trade early when possible Gives time for approval and avoids coverage risk
Follow team scheduling policies Prevents violations of labor rules or staffing plans
Monitor notifications for acceptance or rejection Allows quick follow-up if the trade is declined
Avoid excessive shift trading Maintains schedule stability and forecasting accuracy

Example Scenarios

Scenario 1 – Personal Appointment

Agent scheduled for evening shift
        ↓
Agent has personal appointment
        ↓
Agent requests shift trade with teammate
        ↓
Teammate accepts the trade
        ↓
Genesys Cloud validates and updates schedules

Genesys Cloud - Admin - Time off request

On SChedule - Click new request

Click shift trades

Click new request

Select type

Submit a full day time off

Enter notes

Click save

To edit time off request

Requesting Time Off (Genesys Cloud)

Summary

Requesting time off in Genesys Cloud Workforce Management (WFM) allows agents to submit requests for scheduled leave such as vacation, personal time, or other approved absence types. These requests are reviewed and validated against staffing requirements, scheduling rules, and time-off limits configured by workforce administrators.

The time-off request process helps organizations maintain service-level coverage while providing agents with flexibility to manage their schedules.

Utilization

Use Case Description
Vacation planning Agents request time off for planned vacation periods
Personal appointments Agents request short-term leave for appointments or personal commitments
Sick leave Agents notify management of illness or unexpected absence
Planned schedule changes Agents request future schedule adjustments in advance
Workforce scheduling compliance Ensures requests align with staffing and forecast requirements

Time-off requests are validated against capacity limits and workforce planning rules to ensure the contact center maintains appropriate staffing levels.

Best Practices

Practice Reason
Submit requests as early as possible Increases likelihood of approval before staffing limits are reached
Verify team policies and blackout periods Prevents requests during restricted scheduling windows
Monitor request status Allows agents to respond quickly if adjustments are required
Use the correct time-off type Ensures accurate reporting and workforce planning
Avoid submitting multiple overlapping requests Prevents scheduling conflicts
Communicate with supervisors if the request is urgent Helps ensure timely review and approval

Example Scenarios

Scenario 1 – Planned Vacation

Agent plans vacation weeks in advance
        ↓
Agent submits time-off request in WFM
        ↓
System validates staffing requirements
        ↓
Supervisor reviews and approves request
        ↓
Schedule updates to reflect approved time off

Genesys cloud - Admin - Upload file to workspace

Go to Documents

Find the workspace

Click upload

Select files

Start upload

Add Files to a Workspace (Genesys Cloud)

Summary

Adding files to a Workspace in Genesys Cloud allows teams to store, share, and collaborate on documents within the platform. Workspaces provide a centralized location where users can upload files such as guides, scripts, reports, or operational documents that are relevant to a team or project.

Files stored in a workspace can be accessed by members of that workspace, helping teams maintain consistent information, collaboration, and document availability without relying on external storage systems.

Utilization

Use Case Description
Team documentation Store operational procedures, guides, or internal documentation
Training materials Provide agents access to onboarding documents and reference guides
Collaboration Share files among team members working on the same project
Knowledge sharing Distribute job aids, scripts, or troubleshooting documentation
Internal communication Share presentations, announcements, or operational updates

Workspaces allow teams to maintain a centralized repository of shared files that can be accessed directly within Genesys Cloud.

Best Practices

Practice Reason
Organize files using clear naming conventions Makes documents easier to locate and manage
Upload only relevant documents Prevents clutter and improves workspace usability
Maintain version control Ensures team members use the most current document
Restrict access to appropriate members Protects sensitive or operational information
Periodically review workspace files Removes outdated or unnecessary documents
Use descriptive file names Helps users quickly identify the document’s purpose

Example Scenarios

Scenario 1 – Sharing Agent Training Material

Training team creates onboarding documentation
        ↓
Files uploaded to a shared workspace
        ↓
New agents access the workspace
        ↓
Agents review training materials during onboarding

Genesys Cloud - Admin - Your Schedule

Navigate to Performance

Workspace

Schedule tab

Your Schedule (Genesys Cloud Workforce Management)

Definition

Your Schedule in Genesys Cloud is a Workforce Management (WFM) view that allows supervisors or authorized users to see the scheduled activities of another agent. It displays the planned work activities assigned to an agent, such as handling interactions, breaks, meetings, or training sessions.

This view helps supervisors monitor staffing coverage, verify schedules, and compare planned activities with real-time agent status.

Summary

Item Description
Feature Your Schedule
Module Workforce Management (WFM)
Purpose View another agent's assigned schedule
Primary Users Supervisors, Workforce Managers
Data Displayed Scheduled activities, time blocks, and assigned tasks

Best Practices

Best Practice Explanation
Monitor adherence regularly Compare scheduled activity with the agent's real-time status
Verify coverage during peak hours Ensure agents are scheduled during forecasted demand
Use schedule views for staffing adjustments Identify gaps or overstaffing situations
Communicate schedule changes clearly Inform agents if WFM updates their schedules
Review schedules daily Helps supervisors proactively manage operations

Source: Genesys Documentation / Operational Best Practice

Genesys Cloud - Agent - Accept ACD Calls

ACD Calls (Automatic Call Distribution) – Genesys Cloud

Summary

ACD Calls in Genesys Cloud are inbound voice interactions that are automatically routed to available agents through configured queues using the Automatic Call Distribution (ACD) engine. The routing process uses defined rules such as skills, priorities, agent availability, routing methods, and queue membership to determine which agent should receive the call.

ACD ensures that customer calls are distributed efficiently across agents while maintaining service level targets and operational efficiency.

Utilization

Use Case Description
Customer support hotlines Incoming customer calls routed to support agents
Sales call routing Calls distributed to sales representatives based on availability or skills
Technical support queues Calls directed to specialized agents with specific skills
Multi-queue environments Calls routed through multiple queues depending on routing rules
Priority call handling VIP or high-priority calls routed according to queue priority settings

ACD calls are the primary voice interaction method in a contact center, ensuring customers reach the correct agent efficiently.

Best Practices

Practice Reason
Configure appropriate queue routing methods Ensures calls are distributed efficiently among agents
Maintain accurate agent skills and queue assignments Improves call routing accuracy
Monitor service levels and queue metrics Helps maintain customer experience and response times
Use call flows for proper IVR routing Ensures callers reach the correct queue
Ensure agents manage their status correctly Only available agents should receive ACD calls
Implement call prioritization if needed Supports urgent or high-value customer interactions

Example Scenarios

Scenario 1 – Customer Calls Support Line

Customer dials support phone number
        ↓
Call enters IVR call flow
        ↓
Customer selects support option
        ↓
Call routed to support queue
        ↓
ACD engine assigns call to available agent

Scenario 2 – Skill-Based Routing

Customer calls technical support
        ↓
Call routed to technical support queue
        ↓
ACD evaluates agent skills
        ↓
Call assigned to agent with matching technical skill

Scenario 3 – High Call Volume Handling

Multiple customers call simultaneously
        ↓
Calls enter queue
        ↓
ACD distributes calls among available agents
        ↓
Queue metrics update in real time

Key Benefits

Benefit Explanation
Efficient call distribution Calls are automatically routed to available agents
Improved customer experience Customers reach appropriate agents faster
Skill-based routing capabilities Ensures calls are handled by qualified agents
Real-time queue management Supervisors can monitor queue performance
Scalable call handling Supports high call volumes across multiple agents

Genesys Cloud - Agent - Accept and respond to a social media interaction

Logon to a queue as agent

Interaction panel

Reply to message

End interaction

Disposition interaction

Respond to Social Media Interactions (Genesys Cloud)

Summary

Accepting and responding to social media interactions in Genesys Cloud allows agents to engage with customers through social platforms such as Facebook, X (Twitter), Instagram, or other supported social integrations. These interactions are routed to agents through queues, similar to voice or messaging interactions, and can be managed directly within the Agent Workspace.

Social media interactions enable organizations to respond to customer inquiries, complaints, or feedback posted on social platforms while maintaining structured routing, tracking, and reporting within the contact center environment.

Utilization

Use Case Description
Customer support through social platforms Agents respond to customer inquiries posted on social media
Brand reputation management Organizations address public complaints or feedback quickly
Digital customer engagement Customers interact with support teams through preferred social channels
Queue-based routing Social media interactions are routed through support queues
Public and private responses Agents may respond publicly or through direct messaging depending on the platform

Social media integration helps organizations centralize customer engagement across multiple digital channels while maintaining consistent service levels and response tracking.

Best Practices

Practice Reason
Respond promptly to social media interactions Public posts can impact brand reputation if left unanswered
Maintain professional tone and brand voice Responses are often visible to a public audience
Review the entire conversation thread before responding Ensures accurate and relevant responses
Use private messaging for sensitive information Protects customer privacy and security
Escalate complex issues when necessary Prevents misinformation and improves resolution quality
Follow company social media policies Ensures consistent and compliant communication

Example Scenarios

Scenario 1 – Customer Complaint on Social Media

Customer posts complaint on social media
        ↓
Interaction captured and routed to support queue
        ↓
Agent receives notification
        ↓
Agent accepts the interaction
        ↓
Agent responds publicly to acknowledge issue

Scenario 2 – Direct Message Support Request

Customer sends direct message through social platform
        ↓
Interaction routed to social support queue
        ↓
Agent accepts interaction in Agent Workspace
        ↓
Agent responds to customer message

Scenario 3 – Public Post Escalation

Customer posts urgent complaint publicly
        ↓
Interaction routed to social media support queue
        ↓
Agent accepts interaction
        ↓
Agent acknowledges publicly and moves conversation to private message
        ↓
Issue resolved through private communication

Key Benefits

Benefit Explanation
Centralized social engagement Agents manage social interactions alongside other channels
Faster response to public feedback Helps protect brand reputation
Structured queue routing Ensures interactions reach the appropriate team
Improved customer accessibility Customers can contact support through social platforms
Integrated reporting Social interactions are tracked within Genesys Cloud analytics

Genesys Cloud - Agent - Accept and respond to message interaction

Login as agent

Answer Interaction

Type your response to the incoming message

To end the interaction click end message

Disposition call and end

Requesting Time Off (Genesys Cloud)

Summary

Requesting time off in Genesys Cloud Workforce Management (WFM) allows agents to submit requests for scheduled leave such as vacation, personal time, or other approved absence types. These requests are reviewed and validated against staffing requirements, scheduling rules, and time-off limits configured by workforce administrators.

The time-off request process helps organizations maintain service-level coverage while providing agents with flexibility to manage their schedules.

Utilization

Use Case Description
Vacation planning Agents request time off for planned vacation periods
Personal appointments Agents request short-term leave for appointments or personal commitments
Sick leave Agents notify management of illness or unexpected absence
Planned schedule changes Agents request future schedule adjustments in advance
Workforce scheduling compliance Ensures requests align with staffing and forecast requirements

Time-off requests are validated against capacity limits and workforce planning rules to ensure the contact center maintains appropriate staffing levels.

Best Practices

Practice Reason
Submit requests as early as possible Increases likelihood of approval before staffing limits are reached
Verify team policies and blackout periods Prevents requests during restricted scheduling windows
Monitor request status Allows agents to respond quickly if adjustments are required
Use the correct time-off type Ensures accurate reporting and workforce planning
Avoid submitting multiple overlapping requests Prevents scheduling conflicts
Communicate with supervisors if the request is urgent Helps ensure timely review and approval

Example Scenarios

Scenario 1 – Planned Vacation

Agent plans vacation weeks in advance
        ↓
Agent submits time-off request in WFM
        ↓
System validates staffing requirements
        ↓
Supervisor reviews and approves request
        ↓
Schedule updates to reflect approved time off

Scenario 2 – Personal Appointment

Agent needs time off for medical appointment
        ↓
Agent submits a partial-day time-off request
        ↓
System checks available time-off capacity
        ↓
Request is approved and schedule updated

Scenario 3 – Sick Leave Notification

Agent becomes ill before scheduled shift
        ↓
Agent submits a time-off request for the shift
        ↓
Supervisor reviews request
        ↓
Schedule reflects absence and staffing is adjusted

Key Benefits

Benefit Explanation
Improved schedule management Agents can plan time off without disrupting staffing
Workforce compliance Requests are validated against staffing rules
Better visibility for supervisors Managers can track and approve requests efficiently
Enhanced employee satisfaction Provides flexibility while maintaining operational coverage

Genesys Cloud - Agent - Accept and respond to SMS Interactions

SMS Interactions (Genesys Cloud)

Summary

SMS Interactions in Genesys Cloud allow organizations to communicate with customers through text messaging channels directly from the contact center platform. SMS interactions are routed through queues, enabling agents to manage conversations similarly to chat, messaging, or voice interactions.

Agents can accept, respond, and manage SMS conversations within the Agent Workspace, while supervisors can monitor performance, track interaction metrics, and maintain service quality. SMS communication provides customers with a convenient and asynchronous way to interact with support teams.

Utilization

Use Case Description
Customer support via text messaging Customers send inquiries or requests through SMS
Appointment reminders Businesses send automated notifications or confirmations
Customer follow-ups Agents follow up on cases or service requests
Marketing or notification campaigns Organizations send informational messages or alerts
Two-way customer engagement Customers can respond and continue the conversation with an agent

SMS interactions enable organizations to extend customer support to mobile messaging channels, improving accessibility and response flexibility.

Best Practices

Practice Reason
Respond quickly to incoming SMS messages Customers expect fast responses when using text messaging
Use clear and concise language SMS messages should be short and easy to understand
Avoid sharing sensitive information through SMS SMS is not always considered a secure communication channel
Maintain professional tone Ensures brand consistency and positive customer experience
Confirm resolution before closing the conversation Prevents unresolved issues
Use templates or canned responses when appropriate Improves efficiency and consistency

Example Scenarios

Scenario 1 – Customer Sends SMS Support Request

Customer sends SMS message to support number
        ↓
Genesys Cloud receives the message
        ↓
Interaction routed to SMS support queue
        ↓
Agent accepts the SMS interaction
        ↓
Agent responds to the customer via text

Scenario 2 – Follow-Up via SMS

Customer previously contacted support
        ↓
Agent sends SMS follow-up message
        ↓
Customer replies with additional information
        ↓
Agent continues conversation until issue is resolved

Scenario 3 – Appointment Confirmation

Organization sends automated SMS reminder
        ↓
Customer receives notification
        ↓
Customer replies to confirm or reschedule
        ↓
Agent reviews and responds if necessary

Key Benefits

Benefit Explanation
Convenient communication channel Customers can interact using mobile devices
Asynchronous messaging Conversations can continue even if agents or customers step away
Increased customer engagement Many customers prefer text messaging over voice calls
Queue-based routing SMS interactions follow standard contact center routing rules
Interaction tracking SMS conversations are recorded and available for reporting

Genesys Cloud - Agent - Change Presence and Status

Change Presence and Status (Genesys Cloud)

Summary

The Change Presence and Status feature in Genesys Cloud allows users to control their availability and activity state within the platform. Presence indicates a user’s general availability across collaboration tools (such as Available, Busy, Away, or Offline), while Status reflects the user’s routing availability for interactions (such as Available, Break, Meal, Meeting, or Training).

Together, these settings help the platform determine whether an agent can receive interactions and allow supervisors and coworkers to understand the agent’s current availability.

Utilization

Use Case Description
Starting a work shift Agent sets presence to Available and status to Available to begin receiving interactions
Temporary break Agent updates status to Break or Meal to prevent new interactions
Meetings or training Agent changes status to Meeting or Training during scheduled activities
Remote collaboration visibility Presence allows coworkers to see if the user is available to communicate
Workforce management adherence Status changes align with scheduled WFM activities

Changing presence and status helps maintain accurate routing, operational visibility, and workforce adherence.

Best Practices

Practice Reason
Set presence and status correctly before leaving workstation Prevents missed interactions
Change status before taking breaks or meetings Ensures calls are not routed unexpectedly
Follow workforce schedule activities Helps maintain adherence metrics
Return to Available promptly when ready Maintains queue coverage and service levels
Avoid incorrect manual status changes Prevents inaccurate reporting
Communicate status changes when necessary Helps supervisors manage staffing levels

Example Scenarios

Scenario 1 – Agent Beginning Shift

Agent logs into Genesys Cloud
        ↓
Agent selects presence as Available
        ↓
Agent sets routing status to Available
        ↓
Routing engine begins sending interactions

Scenario 2 – Agent Taking Break

Agent completes current interaction
        ↓
Agent changes status to Break
        ↓
Routing engine stops sending interactions
        ↓
Agent returns and sets status to Available

Scenario 3 – Scheduled Meeting

Agent receives meeting notification
        ↓
Agent updates status to Meeting
        ↓
Supervisor sees updated agent availability
        ↓
Agent returns and switches back to Available

Key Benefits

Benefit Explanation
Accurate interaction routing Ensures only available agents receive interactions
Workforce adherence visibility Supervisors track schedule compliance
Improved operational transparency Teams can see agent availability
Better staffing management Status updates help supervisors manage workloads
Collaboration awareness Presence helps coworkers know when someone is available

Genesys Cloud - Agent - Choose Queues to Work

Choose Queues to Work (Genesys Cloud)

Summary

The Choose Queues to Work feature in Genesys Cloud allows agents to select which assigned queues they will actively receive interactions from during their session. Agents may belong to multiple queues, but they can control which ones they are currently working based on workload, skills, or operational instructions.

By enabling or disabling specific queues, agents help optimize interaction routing and workload management while still remaining available for the queues they are responsible for.

Utilization

Use Case Description
Multi-queue agents Agents assigned to multiple queues choose which ones they are actively working
Skill-based support Agents enable queues aligned with their expertise
Operational load balancing Supervisors instruct agents to activate specific queues during high volume
Temporary queue participation Agents join additional queues during peak demand
Focused work sessions Agents disable certain queues to concentrate on specific interaction types

This feature allows organizations to maintain flexible routing strategies and dynamic staffing adjustments.

Best Practices

Practice Reason
Only enable queues you are trained to support Ensures customers reach qualified agents
Verify queue selections at login Prevents missed interactions
Follow supervisor instructions during high volume Helps maintain service levels
Avoid disabling queues during active staffing needs Prevents delays in customer support
Regularly review queue assignments Ensures agents remain aligned with operational priorities
Stay Available when working selected queues Allows the routing engine to deliver interactions

Example Scenarios

Scenario 1 – Agent Assigned to Multiple Queues

Agent logs into Genesys Cloud
        ↓
Agent opens queue selector
        ↓
Agent enables Sales and Customer Support queues
        ↓
Agent begins receiving interactions from both queues

Scenario 2 – Peak Volume Support

Supervisor identifies high call volume in Support queue
        ↓
Supervisor asks agents to enable Support queue
        ↓
Agents update queue selection
        ↓
Routing engine distributes interactions accordingly

Scenario 3 – Focused Queue Work

Agent normally supports multiple queues
        ↓
Agent temporarily disables secondary queues
        ↓
Agent focuses on primary queue interactions
        ↓
Queue performance improves for priority workload

Key Benefits

Benefit Explanation
Flexible queue participation Agents can control which queues they actively support
Improved routing efficiency Interactions are directed to agents who enabled the queue
Better workload management Teams can adapt to changing demand
Operational transparency Agents clearly see which queues they are working
Supports multi-skill environments Enables dynamic queue participation for skilled agents

Genesys Cloud - Agent - Email interaction

Email Interactions (Genesys Cloud)

Summary

Email Interactions in Genesys Cloud allow agents to handle customer communications through email channels directly within the Agent Workspace. Emails are treated as interactions and are routed through queues using the Automatic Contact Distribution (ACD) engine, similar to voice, chat, or messaging interactions.

Agents can accept incoming emails, review the message content, compose responses, attach files, and manage conversation threads while maintaining a full history of the interaction. Email interactions are commonly used for customer support, service requests, follow-ups, and documentation-based communication.

Utilization

Use Case Description
Customer support requests Customers send inquiries through email
Case management Agents respond to issues requiring detailed explanations
Documentation sharing Agents provide instructions, files, or confirmations
Follow-up communication Agents send updates regarding ongoing cases
Asynchronous support Customers and agents respond without needing real-time availability

Email interactions help organizations provide structured and traceable communication for complex customer inquiries.

Best Practices

Practice Reason
Carefully read the full email thread before responding Ensures the response addresses the complete issue
Maintain professional and clear language Email responses represent the organization's brand
Use templates or canned responses when appropriate Improves response efficiency and consistency
Verify attachments before sending Prevents sending incorrect or sensitive files
Include clear instructions and next steps Helps customers resolve issues quickly
Proofread emails before sending Avoids miscommunication and errors

Example Scenarios

Scenario 1 – Customer Submits Email Support Request

Customer sends email to support address
        ↓
Email interaction enters Genesys Cloud
        ↓
Routing engine assigns email to queue
        ↓
Agent accepts email interaction
        ↓
Agent reviews message and sends response

Scenario 2 – Agent Provides Detailed Support Instructions

Customer requests help via email
        ↓
Agent receives email interaction
        ↓
Agent reviews customer issue
        ↓
Agent sends step-by-step instructions

Scenario 3 – Follow-Up Communication

Agent resolves customer issue
        ↓
Agent sends confirmation email
        ↓
Customer replies with additional question
        ↓
Agent continues email thread until resolution

Key Benefits

Benefit Explanation
Asynchronous communication Customers and agents can respond at different times
Detailed documentation Email threads provide a record of communication
Queue-based routing Emails are distributed using the ACD system
Improved case handling Complex issues can be addressed with detailed responses
Integrated interaction management Email interactions are tracked within Genesys Cloud analytics

Genesys Cloud - Agent - Fordward calls

Forward Your Calls (Genesys Cloud)

Summary

The Forward Your Calls feature in Genesys Cloud allows users to redirect incoming calls from their assigned extension or phone to another destination. The destination can be another Genesys Cloud user, a queue, or an external phone number such as a mobile device.

When forwarding to an external number, users can choose to use the voicemail service of that external number. In this case, if the call is not answered by the external destination, the call will be handled by the external device’s voicemail system instead of the Genesys Cloud voicemail.

This feature ensures that calls are still answered or recorded even when the user is away from their workstation or working remotely.

Utilization

Use Case Description
Temporary absence User forwards calls to another user or phone while unavailable
Remote work Calls forwarded to a mobile phone or external device
After-hours coverage Calls redirected to another phone or team member
Travel or offsite work Users forward calls to an external phone number
External voicemail handling Calls forwarded to a mobile device that manages voicemail

Forwarding calls helps ensure continuous call coverage and minimizes missed customer interactions.

Best Practices

Practice Reason
Verify the external phone number before enabling forwarding Prevents calls from being misrouted
Inform the receiving person or team when forwarding calls Ensures someone is ready to handle the calls
Use external voicemail when appropriate Allows callers to leave messages when unavailable
Disable forwarding when returning to normal operations Ensures calls return to the correct user
Avoid forwarding sensitive business calls to unsecured devices Protects customer and company data
Test the forwarding configuration Confirms that calls route correctly

Example Scenarios

Scenario 1 – Agent Working Remotely

Agent leaves office
        ↓
Agent enables call forwarding
        ↓
Calls forwarded to mobile phone
        ↓
Agent answers calls from mobile device

Scenario 2 – External Voicemail Handling

Customer calls agent extension
        ↓
Call forwarding sends call to external phone
        ↓
External phone does not answer
        ↓
External voicemail service records the message

Scenario 3 – Temporary Coverage

Agent attending meeting
        ↓
Agent forwards calls to colleague
        ↓
Colleague answers incoming calls
        ↓
Customers continue receiving support

Key Benefits

Benefit Explanation
Continuous call coverage Calls are redirected when the user is unavailable
Remote work flexibility Users can receive calls on external devices
Voicemail fallback External voicemail can capture missed calls
Reduced missed calls Ensures callers reach someone or leave a message
Simple call management Users can easily enable or disable call forwarding

Genesys Cloud - Agent - How to place a call on behalf of a queue

Navigate to interactions

Click to start a conversation

Enter number and start the call

To end a call

Disposition the call

Placing a Call on Behalf of a Queue

Summary

Placing a call on behalf of a queue in Genesys Cloud allows an agent to make an outbound call that is associated with a specific queue for reporting and operational tracking, even if the agent is not actively receiving ACD interactions from that queue at the moment.

This feature is commonly used for follow-ups, callbacks, or outbound communication related to interactions that originated from a queue. When the call is placed using the On Behalf of Queue field, the interaction is recorded in reporting as part of that queue’s activity, ensuring accurate metrics and historical tracking.

Utilization

Use Case Description
Customer Follow-ups Agents call customers back after resolving an issue or completing research related to a queue interaction
Scheduled Callbacks Agents return calls that were previously scheduled or requested through queue workflows
Queue-Based Ownership Calls remain associated with the responsible queue for accurate reporting
Case or Ticket Follow-up Agents contact customers related to support tickets originating from queue interactions
Supervisor Escalations Supervisors can call customers directly while still associating the call with the appropriate queue

Best Practices

Practice Reason
Always select the correct queue Ensures accurate reporting and queue-level analytics
Use for follow-ups tied to a queue interaction Maintains operational visibility for support teams
Avoid using it for personal outbound calls Queue metrics may become inaccurate
Document the purpose of the call in notes Helps maintain interaction history context
Train agents on when to use this feature Prevents misuse and preserves reporting integrity
Use consistent queue naming conventions Makes it easier for agents to select the correct queue quickly

Example Scenarios

Scenario 1 – Customer Support Follow-up

Customer calls support queue
        ↓
Issue requires investigation
        ↓
Agent researches solution
        ↓
Agent places outbound call on behalf of the Support Queue
        ↓
Call is recorded as part of queue activity

Scenario 2 – Callback After Missed Call

Customer abandons call in Billing Queue
        ↓
Agent reviews queue activity
        ↓
Agent places call on behalf of Billing Queue
        ↓
Customer receives callback
        ↓
Interaction is tracked under Billing Queue

Scenario 3 – Ticket-Based Customer Communication

Customer creates support ticket
        ↓
Ticket assigned to Technical Support Queue
        ↓
Agent calls customer on behalf of Technical Support Queue
        ↓
Call activity remains linked to queue metrics

Key Benefits

Benefit Explanation
Accurate Queue Reporting Outbound calls are attributed to the correct queue
Improved Operational Visibility Supervisors can track follow-up activity per queue
Better Customer Experience Agents can easily perform callbacks tied to the original queue interaction
Workflow Consistency Maintains alignment between inbound queue interactions and outbound follow-up calls

Genesys Cloud - Agent - Schedule callbacks during Voice Interaction

Schedule Callbacks During Voice Interaction (Genesys Cloud)

Summary

The Schedule Callback feature in Genesys Cloud allows agents to arrange a return call for a customer during an active voice interaction. Instead of requiring the customer to remain on hold or wait in queue, the agent can schedule a callback for a specific date and time. The callback is then placed automatically by the system or delivered to the appropriate queue when the scheduled time arrives.

This functionality improves the customer experience by reducing wait times and provides a structured way for agents to follow up with customers when immediate assistance is not possible.

Utilization

Use Case Description
Long wait times Customers can request a callback instead of waiting in queue
Follow-up support Agent schedules a callback after researching a solution
Escalation handling Callback scheduled with a specialized team
Customer convenience Customer selects a more convenient time to be contacted
High call volume Contact center reduces queue congestion by scheduling callbacks

Scheduling callbacks helps maintain customer satisfaction and operational efficiency by ensuring customers receive assistance without waiting on hold.

Best Practices

Practice Reason
Confirm the callback number with the customer Ensures the system calls the correct number
Schedule callbacks within operating hours Prevents calls being attempted when agents are unavailable
Provide a clear callback time window Sets accurate expectations for the customer
Document callback details in interaction notes Helps the next agent understand the issue
Verify the correct queue or skill group Ensures the callback reaches the right team
Avoid excessive callback scheduling Helps maintain balanced queue performance

Example Scenarios

Scenario 1 – Customer Requests Callback Instead of Waiting

Customer calls support line
        ↓
Customer experiences long queue wait
        ↓
Agent offers callback option
        ↓
Agent schedules callback for later time
        ↓
System places callback when scheduled

Scenario 2 – Agent Needs Time to Research Issue

Agent receives complex customer issue
        ↓
Agent needs time to investigate
        ↓
Agent schedules callback for later in the day
        ↓
Customer receives return call with resolution

Scenario 3 – Callback Routed Through Queue

Agent schedules callback
        ↓
System stores callback request
        ↓
Scheduled time arrives
        ↓
Callback enters queue
        ↓
Available agent receives interaction

Key Benefits

Benefit Explanation
Reduced hold times Customers avoid waiting in long queues
Improved customer satisfaction Customers receive a return call at a convenient time
Better queue management Callbacks help manage high call volumes
Structured follow-ups Ensures issues are addressed after initial contact
Efficient agent workload Allows agents to schedule follow-up interactions effectively

Genesys Cloud - Agent - Select a Phone

Select a Phone (Genesys Cloud)

Summary

The Select a Phone feature in Genesys Cloud allows agents to choose the device or endpoint they will use to handle voice interactions during their session. Before making or receiving calls, agents must select a phone type such as WebRTC phone, desk phone, or remote phone from the phone selector in the Calls panel.

Selecting the correct phone ensures that voice interactions are routed to the appropriate device and that the agent can properly manage inbound and outbound calls.

Utilization

Use Case Description
Agent starting shift Agent selects a phone device before handling calls
Remote work environment Agent chooses WebRTC phone for browser-based calling
Desk phone users Agent selects assigned physical phone
Temporary workstation usage Agent selects a different phone depending on location
Call routing readiness System requires a phone selection to route voice interactions

Selecting a phone ensures that Genesys Cloud knows where to deliver voice interactions for that agent session.

Best Practices

Practice Reason
Select a phone before changing status to Available Ensures the agent can receive ACD calls
Verify audio devices when using WebRTC Prevents call audio issues
Use the correct assigned phone Avoids routing calls to the wrong device
Confirm phone selection at login Prevents missed interactions
Recheck phone selection if switching workstations Ensures calls are routed correctly
Test the phone device if issues occur Helps validate microphone and speaker functionality

Example Scenarios

Scenario 1 – Agent Starting Workday

Agent logs into Genesys Cloud
        ↓
Agent opens Calls panel
        ↓
Agent selects assigned phone
        ↓
Agent changes status to Available
        ↓
System begins routing voice interactions

Scenario 2 – Remote Agent Using WebRTC

Agent logs in from home workstation
        ↓
Agent selects WebRTC phone
        ↓
Agent verifies headset and microphone
        ↓
Agent begins receiving calls

Scenario 3 – Switching Workstations

Agent logs into Genesys Cloud on a different workstation
        ↓
Agent opens phone selector
        ↓
Agent selects the appropriate phone
        ↓
Agent resumes handling calls

Key Benefits

Benefit Explanation
Proper call routing Ensures calls reach the correct device
Flexible endpoint usage Agents can choose between WebRTC, desk phones, or remote phones
Supports remote and hybrid work Enables browser-based calling from any workstation
Reduces call handling issues Correct phone selection prevents missed or misrouted calls
Improves operational readiness Agents can quickly prepare to receive interactions