Resources for administrators

Depending on your next steps, click the appropriate link below to access detailed administrative resources and tasks.

Category	Description
Administration	See About Administration to learn how to customize your Genesys Cloud organization.
Agent permissions	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.
Alerts	See About Alert administration to learn how to manage your alerts and alert rules.
Architect	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.
Documents	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.
Directory Admin	See About Directory Admin to learn how to set up groups, locations, ACD skills, and profile layouts and labels.
Genesys Cloud ACD	See About Genesys Cloud ACD to learn how to dynamically match customer interactions and agents.
Integrations	See About Integrations to learn how Genesys Cloud integrates with systems that companies use to manage data on their people and operations.
Organization	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.
Web chat	See About widgets for web chat to add a web chat widget. This feature allows customers to chat with contact center agents directly from your website.