About Genesys Cloud contact center

Call features for agents who handle customer interactions include consult transfer, web chat, queue status, wrap-up codes, after-call work (ACW), and agent assistance.

• About agent interactions
• Navigate the Interactions panel
• Specify wrap-up codes

Outbound dialing campaigns automatically dial phone numbers according to a prescribed set of rules. Campaigns increase agent productivity by screening out answering machines, busy signals, and calls that don’t complete. 

• About outbound dialing
• Outbound dialing concepts
• Campaign management page

Genesys Cloud ACD dynamically matches customer criteria and agent attributes. Bullseye matching sends a customer to a specific agent based on a match between the customer’s needs and the agent’s skillset. If an exact match isn’t available, the level of matching required reduces until an available agent qualifies.

• About Genesys Cloud ACD
• Genesys Cloud ACD concepts
• ACD evaluation and routing methods

Quality management is the process of recording and scoring contact center interactions to improve the customer experience. By evaluating and scoring conversations, a quality team can identify performers for positive feedback, agents who need more training or coaching, and situations that merit modification of call scripts.

• About quality management
• Quality management process
• Quality administrator dashboard

Administrators use the script designer to create specialized instructions that help agents handle specific types of calls. A script present details about a caller or contact to the agent, often with fields for collecting or updating information. Scripts help ensure consistent handling of interactions. 

• About scripting
• Create a new script
• Templates page

Reports, views, and dashboards provide supervisors and managers with a view of historical and real-time metrics for their contact center, including a real-time dashboard with graphical information display, real-time call monitoring, and interaction, agent, and queue metrics. 

• About reports, views, and dashboards 
• Performance Dashboards
• Configure a report

Alerts notify administrators, supervisors, and managers about calls that are longer than a specific duration, average hold time greater than a specified value, and many other situations of concern to a contact center. Alerts are configurable for any metric.

• About alert administration
• Manage alert rules
• Manage the Alerts Inbox