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Call Routing Navigation: Admin → Routing → Call Routing Message Routing Navigation: Admin → Routi...

Navigation: Admin → Routing → Emergency Groups Used by: Call Routing configurations What Are Eme...

Audience: Telecom engineers and administrators migrating from Avaya (Aura, CM, Elite) or Aspect e...

Navigation: Admin → Directory → Locations What Are Locations? Locations represent physical addre...

Navigation: Admin → Directory → External Contacts What Are External Contacts? External Contacts ...

Navigation: Admin → People & Permissions → Authorized Organizations What Are Authorized Organiza...

Navigation: Admin → Directory → Groups → [select group] → Calls tab Prerequisite: A General Group...

Navigation: Admin → People & Permissions → Access Policies Also accessible via: Menu → User Manag...

Navigation: Admin → Directory → Work Teams Also accessible via: Menu → User Management → Work Tea...

Genesys Cloud has two distinct group systems that serve completely different purposes. This page...

Divisions are logical boundaries within a single Genesys Cloud organization. They allow you to g...

Genesys Cloud uses a Role-Based Access Control (RBAC) model. Permissions are the individual "key...

User profiles are the "digital identity" of every person in the Genesys Cloud organization. They...

These settings control how new users are introduced to the platform, what email domains are perm...

These settings govern how Genesys Cloud protects sensitive data, enforces compliance with regula...

Status and Presence are the "line state" indicators that tell the ACD engine whether an agent is...

These settings control low-level ACD engine behavior — how agent stations are managed, how skill...

Global Settings control the foundational behavior of your Genesys Cloud organization — how the p...

External Metrics (Genesys Cloud Performance and Engagement) Section Description Feature Ar...

Development and Feedback (Genesys Cloud Performance and Engagement) Section Description Fe...