Feature coming soon: Agent Assist Google CCAI; Agent Desktop Profile Panel Enhancements. For more information, see the Genesys Community. Work automation for EMEA (UAE) and EMEA (Zurich) Genesys Cloud regions

Agent interactions are the front-line exchanges between your company and its contacts. 

Go on queue

Specify the queues to work today and get to work by going On Queue to accept an interaction.

Learn about the Interactions panel. See all your current interactions and switch between them. 

Work with interactions and workitems

Use scripts and canned responses

Read scripts that guide you through an interaction. Use canned responses to help you quickly find common responses to answer commonly asked questions.

Copy the web address for the current interaction and paste it in the location of your choice. The link takes managers and admins to a record of the interaction.

Enter after-contact work

Learn about after contact work (ACW) and where to enter notes and wrap-up codes to complete an interaction.

Get assistance

If your queue is assigned to an agent assistant, agent assist provides FAQ suggestions during a customer call. Ask a logged in supervisor for assistance.