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Genesys Cloud Resource Center

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About agent interactions

Voice interactions for agents overview

Pause an interaction’s recording to protect sensitive information

Find, view, and link a contact

Consult with the intended recipient before transferring a call

Transfer a call without speaking to the intended recipient

About voice transcription

About the interaction overview

Flag a problematic voice interaction

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About voice interactions for agents

Voice interactions are calls that appear in the Interactions panel and are related to queues.

Basics of voice interactions

Learn the basics of handling a voice interaction as an agent.

  • Voice interactions for agents overview
  • Accept a call
  • Mute or hold a call
  • Place a new call while on call
  • Transfer a call without speaking to the intended recipient
  • Consult with the intended recipient before transferring a call
  • Enter numbers from the dialpad during an interaction
  • End a call 

Other voice interaction features

Learn to do more with voice interactions.

  • Place, transfer, and dismiss a callback
  • Accept or skip a previewed call
  • Work with ACD voicemails
  • Place a call on behalf of a queue
  • Pause an interaction’s recording to protect sensitive information
  • View call history
  • Initiate a secure flow session

Voice interactions with External Contacts

Learn to work with External Contacts in voice interactions.

  • View and verify a contact’s profile
  • Cancel the verification of a contact
  • View interaction history for a contact
  • View interaction history for an organization
  • Create a contact in the interactions panel

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