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