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