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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...
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...
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 outboun...
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. Workspa...
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 Mana...
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) allo...
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...
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 engag...
Genesys Cloud - Admin - First login
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 vie...
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 t...
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 re...
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 ag...
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 ro...
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 phon...
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...
Genesys Cloud - Admin - Logout
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 collaborati...
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, o...
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 h...