Administrators

Genesys Cloud system requirements detail supported browsers, operating systems, hardware, and components. Self start provides Resource Center access, training, and events for self-service onboarding. Genesys Cloud Collaborate enables people management, user roles, document workspaces. Communicate adds telephony for phone, conferencing, voicemail. Contact center includes multichannel routing, campaigns, IVR, quality management, reporting, and scripting.

Genesys Cloud's Account Settings allows administrators to view usage information like users, devices, and resources, upgrade subscriptions to access more functionality, configure organization settings like voicemail and language, set data filtering rules to redact sensitive information in digital channels, and manage licenses.

Genesys Cloud's Architect platform provides a comprehensive solution for creating and managing customer interaction flows across multiple channels. The system enables administrators to design menu applications through predefined operations, supporting calls, emails, chats, and messages for both inbound and outbound communications. Core functionalities include customizable call management, secure payment processing, multilingual voicemail systems, and integrated chat capabilities with web widgets. The platform features robust bot integration through the Genesys Dialog Engine, supporting call, chat, and message flows alongside digital bot capabilities for appointment scheduling. Survey functionality encompasses web and voice feedback collection, while workflow management includes predictive engagement, workitem automation, and reusable common modules. Technical capabilities include YAML-based flow definition, comprehensive permissions management, and multi-language support with text-to-speech integration. The system offers sophisticated tools for flow maintenance, including version control, dependency tracking, and performance monitoring through dedicated dashboards. Advanced features support expression handling, decimal value processing, and phone number data management, while built-in validation ensures flow integrity during design and implementation. Key administrative tools include: - Flow outcomes and milestone tracking - Task and state editing capabilities - Audio sequence management - Prompt management with bulk importing - Dependency visualization and resource management - Expression verification and testing tools

Genesys Cloud delivers extensive bot integration capabilities through Architect flows, supporting multiple solutions including Digital Bot Flows, Dialog Engine Bot Flows, Amazon Lex V2, Google Dialogflow, and Nuance Mix Bot. The platform incorporates text-to-speech functionality, Digital Bot Connector for third-party integration, and Agent Assist for FAQ suggestions during customer interactions. Knowledge management features include a workbench for document creation in English and German, while Intent miner analyzes conversation transcripts to identify customer intents and provide analytics. Rich media elements enhance bot interactions through quick replies, interactive cards, and carousels via the postUtterance API. Advanced chat routing capabilities integrate with Predictive Engagement to enable natural language interactions instead of traditional menus. The system offers comprehensive feature comparisons and documentation to help organizations optimize their implementation and maximize the value of automated conversation flows and customer engagement tools.

Genesys Cloud is an extensible customer experience platform that enables Bring Your Own Technology through integrations with third-party text-to-speech, speech-to-text, and bot engines. It offers per-turn and per-invocation pricing models, integration with engines like Microsoft Azure, Google Cloud, Amazon Polly, and Nuance, and capabilities like PCI DSS compliance, language support, and testing playback. Architect flows can leverage these integrations to enable voice bots, transcribe utterances, and customize voice playback.

Genesys Cloud co-browse allows agents to see and interact with a customer's view of your website during Messenger web messaging and voice interactions. Administrators can configure Messenger to enable website visitors to share screens from your website with agents. Key capabilities include setting up and using co-browse for Messenger, managing co-browse sessions, and meeting co-browse requirements. Use cases include enabling website visitors to get live agent assistance as they navigate your site.

Genesys Cloud provides comprehensive contact center management capabilities through various features including ACD skills, queue management, and analytics tools. The platform uses ACD skills to match customers with appropriate agents based on specific needs and expertise. Queue management allows administrators to create, edit, and delete queues, assign members, set alert timeouts, and associate wrap-up codes. The system supports customizable wrap-up codes for interaction documentation, ACD routing for emails and messages, and canned response libraries for common inquiries. Analytics configuration options enable customization of metric calculations in views and reports. Additional features include Panel Manager for controlling agent interaction displays and Agent Assist functionality that provides FAQ suggestions during customer calls. The platform integrates with Google CCAI for enhanced agent assistance capabilities.

. Work teams allow supervisors to organize and monitor agents, track adherence, manage schedules, and filter performance views. The location feature supports adding office buildings and cities, including floor plan uploads for precise office locations. Profile configuration allows customization of sections, fields, labels, and translations for organizational needs. External contact management provides a repository for customer data, including organizations, contacts, relationships, and notes, creating a simplified view of all external contact information. The Directory menu can be disabled if needed.

Genesys Cloud provides capabilities for administrators to manage group workspaces, control access through membership, and audit changes made to files and workspaces. Administrators can create and configure group workspaces with default tags, add or remove members to control access, and assign different access levels. The audit trail provides detailed records of all changes to enable oversight. My workspace is a personal workspace for each user. Administrators can also create, delete, and manage membership of shared group workspaces.

Genesys Cloud supports outbound and inbound email interactions. Outbound emails can be used for campaign management or agentless email notifications. Inbound emails are routed to agents like calls and chats using routing and evaluation methods. Agents can send emails to customers and respond to incoming emails. Email interactions can be analyzed for details and performance. Specific email features in Genesys Cloud include ACD email routing, outbound email campaigns with personalized templates, campaign management, agentless email notifications, email interaction analytics, email threading configuration, email delivery receipts, canned responses, and email interaction search. Key technical details include email rate limits and pricing models for campaigns and notifications.

Genesys Cloud Voice integrates comprehensive Internet-based telephony services through AWS global infrastructure, providing complete public telephony access for call centers. The platform features WebRTC phone integration, number purchasing and porting capabilities, and Enhanced 911 services compliant with Kari's Law. Users can manage both DID and toll-free numbers across EMEA and LATAM regions through a dedicated portal, with numbers assignable to various endpoints including users, IVRs, and campaigns. Administrative capabilities encompass location management, phone provisioning, and emergency service configuration, while organization linking facilitates traffic routing between regions during disruptions. The system supports detailed billing functions with usage reports, cost accounting, and invoice reconciliation, alongside comprehensive E911 configuration options for remote workers. Phone management includes filtering, status monitoring, and export functions, with support for both WebRTC-based and physical devices. Emergency services remain operational subject to power and internet availability, with mandatory warning labels and Kari's Law compliance. The platform maintains E-Sign Act compliance and includes specific provisions for emergency dialing and third-party licensing, while offering transparent pricing through rate schedules and billing cycle management tools.

Genesys Cloud provides a comprehensive integration ecosystem that connects multiple external systems and services to enhance contact center operations. The platform's integration capabilities include preconfigured CX Accelerators, an AppFoundry marketplace, and secure OAuth scope controls for application access. Core functionalities encompass voice and chatbot integrations with Amazon Lex and Google Dialogflow, seamless CRM connections with Salesforce and ServiceNow, and data actions integration with AWS Lambda, Microsoft Dynamics 365, and Zendesk. The Genesys Cloud Embeddable Framework supports both private and public integrations across various platforms, including Chrome, Firefox, Microsoft Teams, and Salesforce. Identity management features utilize SCIM APIs for user synchronization and single sign-on capabilities, while speech functionalities incorporate third-party engines for text-to-speech and speech-to-text services. Unified Communications integration supports multiple platforms including Microsoft Teams, Zoom, and 8×8 for cross-platform communication. The webhook system enables automated workflows and notifications, while data actions allow custom responses across integrated platforms. The solution includes specialized implementations like Genesys Cloud for Salesforce and supports custom SMTP server integration for outbound communications.

Genesys Cloud ACD dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent. Genesys Cloud ACD concepts include processing, flow, queue design, routing methods, and making rule-based decisions. Interaction routing is configured for each queue to indicate routing methods, assign queue members, and define capacity. Skills-based routing requires adding ACD skills and languages and assigning them to agents. Other features include email, callback, and SMS routing. Key capabilities include matching interactions to agents, configuring queue routing, and skills-based routing. Use cases include efficiently routing calls, chats, emails, and messages to available and qualified agents.

Genesys Cloud's knowledge workbench allows knowledge authors to create and manage knowledge bases with predefined question and answer articles that respond to customer queries. Key capabilities include adding questions and answers to knowledge bases to enable responses to conversations, organizing articles into categories and labels, creating and editing articles for different touchpoints like bots and agents, viewing article analytics, optimizing knowledge bases by improving article quality, and integrating third-party knowledge sources. The knowledge portal presents knowledge articles to customers so they can self-serve and search articles or initiate conversations with bots or agents. The portal provides resources to help design and build bots and bot flows in Architect, including guides on Genesys Cloud AI, adding knowledge to bots, Genesys Dialog Engine, creating bot flows, building digital bots in Architect, and general bot information. Key capabilities covered include leveraging AI, designing conversations and dialog flows, integrating bots with Genesys Cloud, and using Architect to develop bots. The portal aims to provide comprehensive materials to enable building capable and effective bots on the Genesys Cloud platform.

Genesys Cloud messaging system enables agents to handle customer interactions across multiple asynchronous channels, including third-party platforms, SMS, web messaging, and open messaging. The platform supports integration with Facebook Messenger, Instagram Direct Messaging, and WhatsApp, allowing customers to communicate through their preferred messaging platforms. SMS capabilities include both long codes and toll-free numbers for inbound text communications. Web messaging features a customizable messenger window that follows customer journey lifecycles, while open messaging facilitates integration with external messaging services and third-party systems. All messaging interactions maintain consistency with other Genesys Cloud ACD interaction types, providing a unified agent experience. The system includes comprehensive configuration options for each messaging channel, including number purchasing for SMS, messenger window deployment for web messaging, and integration setup for third-party platforms.

. The platform's list management system enables sophisticated contact handling through CSV imports, template customization, and automated time zone mapping. Key features include do-not-call list integration, attempt controls, and customizable dialing schedules. Advanced rule management capabilities govern pre-call, wrap-up, and digital campaign operations, while scripting functionality ensures consistent agent interactions. The system incorporates comprehensive analysis tools, including call disposition tracking, response table configuration, and campaign performance monitoring through the Event Viewer. Time zone compliance, contact attempt limitations, and regional call analysis support ensure efficient and compliant outbound operations.

feature automates user associations based on configurable conditions, streamlining user management through auto-assignment logic.

Genesys Cloud provides tools to improve agent performance and engagement through development and feedback training modules, gamification, and performance management capabilities. Agents can be assigned prepackaged or custom training modules to bridge knowledge gaps. Gamification applies game mechanics to motivate agents, manage performance, and drive development. Agents access assigned training modules and track their gamified performance scorecard and leaderboard.

Genesys Cloud provides detailed metrics on API usage to help administrators reduce unnecessary API calls and subscription charges. The API Usage report shows the number of API requests made by the contact center and which clients make those requests. This allows administrators to identify areas to optimize API usage. Future releases will provide additional platform usage metrics to further improve monitoring and optimization of Genesys Cloud usage.

Genesys Predictive Engagement is an AI-powered customer engagement solution from Genesys Cloud that analyzes website visitors' behaviors, predicts desired outcomes, and personalizes engagements to help achieve those outcomes. Key capabilities include visitor tracking, journey segmentation, configurable engagement actions like web messaging, web chat, and content offers, integration workflows, and analytics reporting. It enables web messaging, web chat, tracking visitor journeys, creating personalized action maps, integrating with other systems, providing analytics, customizing tracking, integrating mobile apps, and building third-party integrations. Use cases include personalizing web engagements, optimizing mobile experiences, and enabling customized third-party integrations. Genesys Cloud's Predictive Engagement provides advanced chat routing, integration with tag managers, pre-configured settings, customer journey data for agents, and is priced per event.

Genesys Cloud's quality management system enables recording and evaluation of agent interactions to enhance contact center performance. The platform features comprehensive evaluation tools, including customizable evaluation forms, scoring policies, and AWS recording export capabilities. Key functionalities include real-time interaction monitoring, coaching appointments, dispute management, and AI scoring. The system supports both in-progress and recorded interaction evaluations, with annotation capabilities and assignee delegation options. Speech and text analytics automatically analyze 100% of customer-agent conversations, providing detailed insights into interactions. Quality administrators can create and modify evaluation forms, set weights for scoring criteria, manage security policies, and coordinate coaching sessions to improve agent performance. The platform includes a quality evaluator dashboard and supports calibration processes for consistent evaluation standards.

Genesys Cloud supports call recording and screen recording capabilities. Call recording allows policies to determine which ACD calls to record and retain. Users can choose to record calls and access recordings later. Screen recording enables recording an agent's screen during ACD interactions for quality management.

Genesys Cloud delivers comprehensive contact center monitoring through an extensive suite of real-time and historical performance tracking capabilities. The platform's monitoring infrastructure includes customizable dashboards for queue management, agent performance metrics, interaction tracking, and workforce optimization. Supervisors can access detailed views of agent metrics, campaign analytics, digital channel performance, and DNIS monitoring, while managing agent statuses and queue activities in real-time. The system features specialized tools for quality evaluation, skills assessment, virtual agent performance, and survey metrics analysis. Advanced analytics capabilities encompass flow performance tracking, milestone monitoring, journey mapping, and topic analysis, supported by intraday tracking and predictive routing analytics. Mobile accessibility is ensured through supervisor apps for iOS and Android platforms. Data management functionality includes API monitoring, scheduled exports, and customizable metric calculations with PII masking options. The platform supports comprehensive campaign and digital channel analysis across email, messaging, and traditional channels, complemented by specialized features for bot performance and knowledge management analytics. Performance dashboards provide real-time visibility into key metrics such as service level, ASA, and customer interaction volumes, while the analytics workspace offers detailed metric definitions and reporting capabilities.

Genesys Cloud provides comprehensive routing capabilities for managing customer interactions and workflow automation. The platform includes features for interaction routing (ACD), call routing, message routing, and work automation with configurable tasks and performance tracking. Administrators can create schedules with recurrence types and time spans, organize them into schedule groups with specific time zones, and map call flows to dialed addresses. The system supports emergency routing through emergency groups that can modify routing behavior during critical events, with testing capabilities through activate/deactivate functions. Data tables enable local data storage for Architect interactions, particularly useful for large data sets exceeding switch statement limits. Flow outcomes and milestones functionality allows tracking of self-service success metrics through Architect flows, with reporting capabilities through performance views, dashboards, and reports. Skills-based routing and queue configuration options are available for optimizing interaction distribution.

Genesys Cloud's rule-based decisions allow users to define specific input conditions to produce outcomes aligned with business requirements. With a combination of rule schemas, decision tables, and Architect flows, robust logic can be implemented to manage system inputs effectively. Users can create rule schemas and decision tables, which Genesys Cloud executes when defined conditions are met, taking the corresponding action. Architect flows execute the decision tables. Key capabilities include creating, editing, and viewing rule schemas and decision tables, as well as executing decision tables through Architect flows. This allows complex scenarios with multiple variables to be handled through customized conditional logic.

Genesys Cloud's scripting functionality enables contact center managers and script designers to create guided instructions for agents processing interactions. The platform offers comprehensive scripting tools including script creation, editing, and management capabilities. Key features include customizable script pages, templates for reuse, external data integration, and various component types such as text, buttons, input fields, and web pages. Scripts can incorporate variables (basic, dynamic, and list), arithmetic operators, and custom actions triggered by specific events. The system supports secure pause actions, callback scheduling, and CRM record screen pops. Script components can be organized using vertical and horizontal stack containers, while properties like validation, visibility, and formatting can be configured globally. Contact list integration and template management facilitate efficient script deployment. The platform allows for importing/exporting scripts, division management, and preview/publish functionality. Agents can access these scripts during both inbound and outbound campaign calls, with specific features supporting outbound administration needs.

Genesys Cloud's speech and text analytics features provide automated capabilities to gain insights into customer-agent conversations through sentiment analysis, topic trends, voice transcription, agent empathy analysis, interaction categories, digital transcripts, interaction overview, and more. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Key capabilities include analyzing 100% of interactions, discovering topics and phrases of interest, determining customer sentiment, evaluating agent empathy, categorizing interactions, transcribing calls, monitoring audio, and enhancing transcription with dictionary management. The platform enables businesses to uncover deep insights from conversations to boost customer experience.

Genesys Cloud offers three telephony connection options - Genesys Cloud Voice, Bring Your Own Carrier (BYOC) Premises, and BYOC Cloud - to provide convenience and flexibility. Administrators can configure trunks, sites, phone management, certificate authorities, DID numbers, extensions, and extension pools. Key capabilities include managing SIP phones, configuring managed and unmanaged phones, assigning DID and toll-free numbers, and adding extension number ranges. The telephony features enable call routing, classification rules, and interoperability between Genesys Cloud and third-party devices.

Genesys Cloud triggers enable automated reactions to specific platform events through configurable conditions and responses. The system requires appropriate licensing and permissions before implementation. Users can create, edit, and delete triggers based on various event types, including unanswered outbound calls, operational console emails, and webhook events. The platform supports advanced filtering capabilities with features for topic detection, sentiment analysis, and empathy monitoring. Specific use cases include automated responses to missed calls, email-based operational alerts, and webhook event filtering, allowing organizations to streamline their communication workflows and automate responses to predefined scenarios.

Genesys Cloud troubleshooting provides links to conceptual information and best practice recommendations for various Genesys Cloud features. Work with Product Support to open cases to resolve issues. Troubleshoot before calling Product Support by gathering conversation IDs, console logs, network logs, and correlation IDs. Pair your Genesys Cloud organization to Product Support's organization. Watch troubleshooting videos for common problems. Investigate events and diagnose issues using Audit Viewer, Scheduled log capture, On Demand capture logs, and Operational Console. Troubleshoot general features like System Status, desktop app, calling, and Architect flow authoring. Solve third-party technology integration issues with Amazon Lex and Google Dialogflow. Troubleshoot integrations like embedded clients and data actions. Address phone, WebRTC, and video chat problems. Troubleshoot Edges, trunks, and networks by viewing topology, assessing readiness, and managing firewall settings and bandwidth.

Genesys Cloud provides comprehensive customer feedback capabilities through its integrated survey and workforce engagement management system. The platform supports six question types, including Net Promoter Score, and enables custom survey creation for different interaction scenarios. Survey distribution occurs through two main channels: web surveys via configurable email invitations and voice surveys implemented through Architect flows post-agent interaction. The system features customizable forms, opt-out options, and the ability to transfer customers to surveys during or after interactions. Administrators can manage survey delivery policies while agents can initiate voice surveys or share web survey links during conversations. Performance tracking and analysis are available through dedicated views, including Performance and Detail views, with results accessible via the Quality tab. The platform integrates these survey tools with workforce engagement management features, interaction history tracking, and policy creation capabilities. Data visualization is supported through customizable dashboards, while privacy compliance and community support ensure proper implementation and troubleshooting assistance

Genesys Cloud provides web chat widgets that enable direct customer-to-agent communication through websites. The platform offers two widget versions with features including Predictive Engagement, user authentication, and customizable user interfaces. Implementation requires a two-step process: widget creation in Genesys Cloud followed by website code integration. The system supports authenticated web chat requiring user verification before conversations begin, agent image and name customization during interactions, and integration with third-party chat providers. Key technical capabilities include advanced chat routing, guest chat APIs, agent chat APIs, and browser compatibility specifications for version 2 widgets. The platform allows agents to answer, respond to, and complete web chats while accessing Predictive Engagement customer journey information. Developers can test functionality using the web chat developer tool and customize widget appearance. Additional features include screen sharing capabilities, customer experience data collection, and advanced routing solutions with Predictive Engagement.

Genesys Cloud's Workforce Engagement Management (WEM) offering provides a comprehensive workforce optimization solution to drive results and employee satisfaction. Key capabilities include call and screen recording, quality management, performance management, speech and text analytics, workforce management, development and feedback modules, gamification, and web surveys. WEM simplifies the agent experience and helps organizations manage and improve contact center interactions. Specific features include recording ACD calls based on policies, evaluating agent interactions, automated analytics of conversations, configuring and managing the workforce, creating feedback modules, gamifying performance metrics, and surveying customers post-interaction. WEM provides deep insight into customer-agent conversations and helps drive agent performance and knowledge.

Genesys Cloud's workforce management system delivers AI-powered forecasting and scheduling tools through a hierarchical organizational structure of business units and management units. The platform manages multiple communication channels including voice, email, chat, callback, messaging, and workitems, with specialized handling for each type. The system organizes operations through service goal templates, planning groups, and staffing groups that enable efficient resource allocation and workload management. Activity codes define scheduled tasks with specific parameters, while work plans incorporate comprehensive scheduling features including shift definitions, weekly constraints, and rotation patterns. Forecasting capabilities utilize multiple methods, including Automatic Best Method, Weighted Historical Index, and external forecast integration. Time-off management features automated request evaluation, daily maximum hours limits, and HR system integration. The platform provides both load-based automated scheduling and manual schedule creation options. Real-time monitoring includes intraday tracking at 15, 30, or 60-minute intervals, adherence monitoring, and historical shrinkage tracking. Agent self-service features support schedule viewing, time-off requests, and shift trades through both desktop and mobile interfaces. Data management functionality encompasses historical data import/export, validation error handling, and API integration. The system maintains compliance with labor contracts while supporting operational requirements through comprehensive audit logging and permission management.