About voice interactions for agents

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Genesys Cloud enables agents to manage voice interactions through various call handling features. Core functionalities include accepting calls, muting, placing calls on hold, making new calls during active conversations, performing blind and consultative transfers of ACD calls, adding multiple participants, using the dialpad, and ending calls. Advanced features support callback management, preview call handling, ACD voicemail processing, queue-based calling, secure recording pause for sensitive information, call history access, and secure flow session initiation. The platform integrates with External Contacts, allowing agents to verify contact profiles, view interaction history for both individuals and organizations, and create new contacts directly from the interactions panel.