Resources for administrators

See About Administration to learn how to customize your Genesys Cloud organization.

See About agent interactions to learn more about the different tasks an agent can perform to handle an interaction and the permissions required to enable agents complete the tasks.  

See About Alert administration to learn how to manage your alerts and alert rules.

See About Architect to learn how to use this drag and drop web-based design tool to create auto-attendant flows for media types, and much more.

See About workspaces to see how Documents helps you administer the storage, organization, and sharing of all types of files securely with our enterprise-level content repository.

See About Directory Admin to learn how to set up groups, locations, ACD skills, and profile layouts and labels.

See About Genesys Cloud ACD to learn how to dynamically match customer interactions and agents.

See About Integrations to learn how Genesys Cloud integrates with systems that companies use to manage data on their people and operations. 

See About Organization settings to learn how to manage your organization’s details, settings, wrap-up codes, and queues.

Oubound dialing

See Outbound dialing to learn how to manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.

People and permissions

See About people and permissions to learn how to add people to your organization, edit profiles, assign roles and permissions, manage pairings between organizations, and use divisions to separate and group configuration objects. Permissions allow users to do various tasks, such as create groups, set up integrations, and supervise contact center activity.

Quality management

See About Quality management to learn how to manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.

Reports, views, and dashboards

See About reports, views, and dashboards to provide supervisors, managers, and executives with real-time and historical metrics for their contact center. 

Scripting

See About Scripting to learn how to use scripts. Scripts are on-screen instructions that help agents process calls. Scripts present details about a caller or contact to the agent, often with fields for collecting or updating information.

Speech and text analytics 

See About speech and text analytics to learn how to configure automated speech and text analytics capabilities for interactions to provide deep insight into customer-agent conversations.

Telephony

See About Telephony to learn how to configure the Edge, manage phones, set up your IVR, and much more.

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