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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 de...

## 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 av...

[](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 su...

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 usi...

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 int...

Contact Lists (Genesys Cloud) Summary Contact Lists in Genesys Cloud are collections of customer records used primarily in outbound dialing campaigns and customer outreach activities. These lists store information such as phone number...

Create a Set of Rules (Genesys Cloud) Summary A Set of Rules in Genesys Cloud allows administrators or supervisors to define automated conditions and actions that control how certain platform behaviors occur. These rules can be used in vario...

Create a Widget for Web Chat (Genesys Cloud) Summary Creating a Web Chat Widget in Genesys Cloud allows organizations to embed a chat interface on their website so customers can communicate directly with support agents. The widget provides a simple w...

Canned Responses (Genesys Cloud) Summary Canned Responses in Genesys Cloud are prewritten message templates that agents can quickly insert into conversations across digital channels such as chat, email, SMS, and social messaging. They are designed to hel...

## Outbound Contact List Filters (Genesys Cloud) ### Summary **Outbound Contact List Filters** in Genesys Cloud allow administrators to **define rules that determine which contacts from a contact list are eligible to be dialed during an outbound ...

Reorder Fields in the Profile Configuration (Genesys Cloud) Summary The Reorder Fields in the Profile Configuration feature in Genesys Cloud allows administrators to control the order in which profile fields appear in the user interface. Profile fields typ...

Reset an Agent's Routing Score After Presence Change (Genesys Cloud) Summary In Genesys Cloud, an Agent Routing Score is used by certain routing methods (such as Preferred Agent Routing or predictive routing models) to determine how interactions are distri...

Generate a Schedule Without Forecast (Genesys Cloud Workforce Management) Summary In Genesys Cloud Workforce Management (WFM), administrators and supervisors can generate a work schedule without using a forecast. This method creates agent schedule...

Add an ACD Skill (Genesys Cloud) Summary ACD Skills in Genesys Cloud are attributes assigned to agents that allow the Automatic Call Distribution (ACD) routing engine to match interactions with the most qualified agents. Administrators create ACD skills t...

Create SMS Campaign (Genesys Cloud) Summary An SMS Campaign in Genesys Cloud allows organizations to send outbound text messages to customers using a contact list and messaging campaign configuration. SMS campaigns are commonly used fo...

The maximum number of outbound lines is influenced by several operational components: Component Description Telephony capacity Available SIP trunks or carrier channels Dialing mode Predictive, Power, Progressive, or Agentless dialing Agent av...

This page is the master sequence for building a Genesys Cloud organization from scratch. Each item links to a dedicated reference page in this book. Follow this order — some objects cannot be moved between divisions after creation, and later steps depend on ea...

Global Settings control the foundational behavior of your Genesys Cloud organization — how the platform identifies users, what language and region it operates in, and where internal issues are reported. These settings are configured under Admin → Account Sett...

These settings control low-level ACD engine behavior — how agent stations are managed, how skills travel with interactions during transfers, how agents are scored in queue, and global media defaults. Configured under Admin → Account Settings → Organization Se...

Status and Presence are the "line state" indicators that tell the ACD engine whether an agent is available to receive an interaction. While primary statuses are system-defined and cannot be deleted, administrators have significant control over secondary statu...