About contact center

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 ACD skills
• Assign or remove ACD skills from a user
• ACD concepts

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.

• Queue administration
• Create queues
• Assign queues to an agent
• Edit or delete queues

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

• Wrap-up code administration

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

• Manage ACD email routing
• Manage ACD message routing

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

• About canned responses

Change the way Genesys Cloud calculates metrics in views and reports.

• Configure abandon intervals for the Abandon Intervals Metric view
• Configure the service level calculation
• Set the short disconnect time for the Flow Performance views

Configure agent assist to provide suggested FAQ responses for agents during a customer call.

• About agent assist