Search Results

Section Description Feature Area Platform Operations / Compliance Navigation API-based (Developer Center) — no dedicated Admin UI page Alt Navigation (Audit Viewer) Admin → Troubleshooting → Audit Viewer (for change-event monitoring) Primary Funct...

Section Description Feature Area Telephony Infrastructure Navigation Admin → Telephony → Phone Management Alt Navigation Menu → Digital and Telephony → Telephony → Phone Management Primary Function Configure, provision, and manage the physical and...

Section Description Feature Area Telephony Infrastructure Navigation (Sites / Number Plans) Admin → Telephony → Sites → [site] → Number Plans tab Navigation (E911 Kari's Law) Contact Genesys Cloud Voice support directly to configure Kari's Law notif...

Section Description Feature Area Telephony Infrastructure Navigation Admin → Telephony → Trunks Alt Navigation Menu → Digital and Telephony → Telephony → Trunks Primary Function Connect Genesys Cloud to a third-party telecommunications carrier usi...

Section Description Feature Area Contact Center / Queue Configuration Navigation (Scheduled Callbacks view) Performance → Workspace → Contact Center → Scheduled Callbacks Navigation (Queue callback settings) Admin → Contact Center → Queues → [select...

Two additional Architect flow types that complete the flow coverage for Chapter 5. Common Module Flows Section Description Feature Area Architect / Flows Flow Type Common Module Navigation Admin → Architect → Flows → Common Module Primary Functio...

These are two distinct Architect flow types, each handling a specific digital channel. Both share structural similarities with Inbound Message flows but have channel-specific behaviors and limitations. Inbound Email Flows Section Description Feature Ar...

Section Description Feature Area Architect / Flows Flow Type Secure Call Flow Navigation Admin → Architect → Flows → Secure Call Primary Function Temporarily mask audio and prevent recording/agent access to sensitive customer data (PCI payments, P...

Study Notes Topic Description Licensing Model Subscription-based per-user licensing structure Edition Types Premium, Standard, and Partner editions available Seat Management Active user management and licensing enforcement Compliance License compl...

Study Notes Topic Description Predictive Routing AI-powered routing system that optimizes agent assignment Engine Machine learning algorithms analyze skills, availability, and contact history Purpose Maximize first-contact resolution and customer sa...

Study Notes Topic Description Agent Copilot AI-powered real-time guidance system for agents Also Known As Agent Assist, Copilot Assistant Purpose Provides real-time recommendations and knowledge during customer interactions Activation Requires Pre...

Study Notes Topic Description Virtual Agent Flows AI-powered autonomous agent workflows for handling customer interactions Also Known As Agentic Flows, AI Agent Automation, Autonomous Agents Purpose Automate routine interactions without human agent ...

Study Notes Topic Description Genesys AI Suite of artificial intelligence capabilities integrated across PureCloud Purpose Enhance agent productivity, automate interactions, improve customer experience Licensing Model AI features available as add-on...

Genesys PureCloud AI Studio & AI Guides Documentation Study Notes Topic Description AI Studio Centralized workbench for building, managing, and deploying AI-powered experiences AI Guides No-code feature that converts business instructions into Virtual...

Genesys PureCloud Agentic Virtual Agents Documentation Study Notes Topic Description Agentic Virtual Agents AI-powered autonomous agents capable of reasoning, planning, and taking action Core Technology Generative AI with natural language understandin...

Genesys PureCloud Predictive Routing Documentation Study Notes Topic Description Predictive Routing Machine learning-powered intelligent routing that matches contacts to optimal agents AI Engine White-box models with explainability features showing fe...

Genesys PureCloud Agent Copilot Documentation Study Notes Topic Description Agent Copilot Real-time AI assistance for agents during customer interactions Core Function Determines customer intent and provides next best actions in real-time After-Call...

Genesys PureCloud AI Forecasting (WFM) Documentation Study Notes Topic Description AI Forecasting Automated, cloud-based forecasting using advanced ML algorithms Automatic Best Method (ABM) Genesys' proprietary ensemble technique selecting optimal alg...

Genesys PureCloud Supervisor Copilot Documentation Study Notes Topic Description Supervisor Copilot AI-powered assistant providing real-time insights for supervisors Virtual Supervisor Automates evaluation scoring using AI for 100% of interactions A...

Genesys PureCloud AI Tokens & Pricing Documentation Study Notes Topic Description Token Model Consumption-based pricing for AI features Monthly Allocation 250 tokens for named users, 350 for concurrent users Pricing ~$1.00 per additional token beyon...