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These settings govern how Genesys Cloud protects sensitive data, enforces compliance with regulatory standards, and controls access and authentication across the organization. Configured under Admin → Account Settings → Organization Settings → Settings → Secu...

These settings control how new users are introduced to the platform, what email domains are permitted to join the organization, and how sessions are managed for security and compliance. Configured under Admin → Account Settings → Organization Settings → Setti...

User profiles are the "digital identity" of every person in the Genesys Cloud organization. They drive the internal directory, org hierarchy views, and ACD skill assignments. This page covers what profiles contain, who can edit what, and how admins configure ...

Genesys Cloud uses a Role-Based Access Control (RBAC) model. Permissions are the individual "keys" that unlock specific actions. Roles are the "keyrings" — pre-packaged bundles of permissions assigned to users. Roles also control licensing: the license assign...

Divisions are logical boundaries within a single Genesys Cloud organization. They allow you to group configuration objects — queues, flows, users, scripts, schedules — and then control who can see and manage them by scoping roles to specific divisions. This p...

Genesys Cloud has two distinct group systems that serve completely different purposes. This page covers Directory Groups — the groups used for access control, role assignment, queue membership, and communication. Do not confuse these with Work Teams (WFM-spec...

Navigation: Admin → Directory → Work Teams Also accessible via: Menu → User Management → Work Teams What Are Work Teams? Work teams are supervisor-managed groups of agents used to monitor performance and manage workforce operations collectively. They are di...

Navigation: Admin → People & Permissions → Access Policies Also accessible via: Menu → User Management → Access Policies What Are Access Policies? Access Policies implement Attribute-Based Access Control (ABAC) — a layer of fine-grained permission logic that ...

Navigation: Admin → Directory → Groups → [select group] → Calls tab Prerequisite: A General Group must exist before telephony can be configured on it. What Is Group Telephony? Group Telephony allows a General Group to have its own phone number or internal ext...

Navigation: Admin → People & Permissions → Authorized Organizations What Are Authorized Organizations? Authorized Organizations (also called Pairing) allows users from one Genesys Cloud org to log into and administer a second org — without needing a separate ...

Navigation: Admin → Directory → External Contacts What Are External Contacts? External Contacts is the central repository for people and organizations outside your company — customers, vendors, partners, suppliers. Contact records surface in the agent workspa...

Navigation: Admin → Directory → Locations What Are Locations? Locations represent physical addresses in Genesys Cloud. They serve two distinct purposes: Emergency Services (911/112) — Locations are the source of address data sent to emergency dispatchers whe...

Audience: Telecom engineers and administrators migrating from Avaya (Aura, CM, Elite) or Aspect environments Purpose: Concept translation, mental model alignment, and key architectural differences Concept Translation Table Avaya / Aspect Concept Genesys Cl...

Lab: Create a Skill Expression Group Book: Genesys Cloud How-To → Groups, Users & Roles Reference page: Groups (People & Permissions) — Chapter 2: People & Access Navigation: Admin → Directory → Groups → Skill Expression tab Before You Start Requirement Wh...

Scheduling & Schedule Groups Section Description Module Context Schedules are part of Routing and Architect decision logic in Genesys Cloud. Purpose A schedule stipulates when a flow runs based on date, time, or event. Primary Use Business hours, af...

Navigation: Admin → Routing → Emergency Groups Used by: Call Routing configurations What Are Emergency Groups? An Emergency Group is a switch that overrides all normal schedule-based call routing when activated. When an emergency group is active, inbound call...

Call Routing Navigation: Admin → Routing → Call Routing Message Routing Navigation: Admin → Routing → Message Routing Overview Both Call Routing and Message Routing serve the same fundamental purpose: mapping an inbound address to an Architect flow. The diffe...

Navigation: Admin → Architect → Prompts Context: Part of Architect administration — managed alongside flows, not under Routing What Are Prompts? Prompts are audio or text-to-speech messages played to customers during interactions inside Architect flows. Every...

Navigation: Admin → Routing → Disconnect Interactions Context: Operational troubleshooting tool — used to manually terminate stuck or ghost interactions What Is the Disconnect Interactions Tool? The Disconnect Interactions tool allows administrators to manual...

The Architect call flow editor contains multiple UI sections that define how calls are processed, routed, and managed. These sections appear in the left navigation panel, toolbox, and configuration panels within the call flow editor. Flow Configuration Pane...