About contact center
Learn about contact center management, from skills, queues, wrap-up codes, routing, canned responses, analytics, and agent assist.
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.
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 routing
Configure agents to allow them to open and read ACD-routed emails and messages.
Create and organize libraries of standard text responses to commonly asked questions
Configure analytics options
Change the way Genesys Cloud calculates metrics in views and reports.
Select the default panels for agents to see when they receive interactions.
Configure agent assist to provide suggested FAQ responses for agents during a customer call.