About organization settings
Configure Genesys Cloud settings that affect the overall behavior and functionality of the platform for all Genesys Cloud users in an organization. These settings help to achieve a secure environment and impact the agents’ ability to perform tasks effectively.
Organization details
View and manage your organization details, including your organization ID.
Global settings
Manage the geolocation detection, default language, and country code for your organization.
Onboarding people and telephony settings
Configure how to onboard people, turn on free seating, set a voicemail PIN, and select the organization’s default TTS engine.
Contact center settings
Enhance agents’ performance to support smooth management of customer interactions.
- Strip skills from voice interactions on blind transfers by agents
- Reset an agent’s routing score after presence changes
- Restore previous presence
- Enable communication level After Call Work and automatic callbacks
- Route email to multiple destinations
- Enable agents to specify queue for scheduled callbacks
Security and compliance settings
Configure security and compliance settings, such as HIPAA, PCI DSS, fax and voicemail notifications, and sensitive data redaction.
- View your security and compliance settings
- Enable automatic redaction of sensitive information
- Turn off file uploading in internal chats
- Turn off Collaborate chat
- Change the retention days for Collaborate chat messages
- Set the maximum interaction data retention time
- Enable voicemail notifications
- Allow PII in email notifications for voicemail
- Enable voicemail transcription
- Enable OAuth scope enforcement
- Enable division-aware role management
- Set an automatic inactivity timeout
Execution data settings
Configure execution data settings, such as execution data storage and the execution data types for which to store data.
Configure sign-on requirements
Customers require control over login to manage their workforce and to prevent unauthorized access. Set requirements for passwords used to sign on to Genesys Cloud or configure Genesys Cloud to use a single sign-on (SSO) identity provider.
Manage statuses
Gain insight into Genesys Cloud statuses and discover how to create and manage secondary statuses. This functionality is exclusively available for Genesys Cloud customers.
Determine assignment of new permissions
You can choose to direct Genesys Cloud to assign permissions automatically for new features as they become available. Alternatively, you can choose to assign these permissions manually as you deem appropriate within your organization’s structure.
Manage Genesys Cloud embedding
Administrators can optionally enable a security setting to prevent external websites from embedding an instance of their Genesys Cloud organization in an iframe. This feature combats “clickjacking,” a malicious technique that redirects a user to a website under the attacker’s control.
WARNING: Enabling this feature could cause Genesys Cloud integrations, Genesys Cloud apps, and any other application or integration that embeds Genesys Cloud into an iframe, whose domain is not listed in the Allowed Embeddable Domain(s), to be unusable.
Before activating this feature, read Manage Genesys Cloud embedding for background information. Then configure Genesys Cloud to allow use of iframes only within the domains of any integrations that your organization uses.
