About contact center

Learn about contact center management, from skills, queues, wrap-up codes, routing, and canned responses.

ACD skills

Genesys Cloud uses ACD skills to help match customers with the most suitable agents based on a customer’s needs. Add skills and then assign them to help customers find the agent who can help them the most.


Manage queues

Create, edit, and delete queues, designate members, associate wrap-up codes, and enter the number of seconds that alert timeouts display for interaction channels for the entire organization.


Create and edit wrap-up codes

Create, edit, and delete the wrap-up codes agents use at the end of an interaction.


Manage ACD email routing

Configure agents to allow them to open and read ACD-routed email messages.


Canned responses

Create and organize libraries of standard text responses to commonly asked questions


Configure analytics options


Feature availability for users from another platform

Learn how customers from other platforms use Genesys Cloud.