Explore the Genesys Cloud interface
Feature coming soon: Improvements to the new unified navigation experience and updated information architecture, including menu locations and naming conventions, are subject to change until Genesys releases the feature as generally available. Existing functionality remains unchanged.
Prerequisites
- To access the refreshed navigation experience: UI > New Genesys UI Navigation > All permission
- Genesys automatically adds access to the refreshed navigation for users with the UI > All permission
The Genesys Cloud user interface consists of a hierarchical, clearly labeled global menu and structure. In this article, learn the primary user interface elements, navigation tips, and user engagement with the Genesys Cloud architecture and structure. The layout is designed to promote intuitiveness and efficiency with how users perform activities and interact with features.
What is Genesys Cloud?
For a comprehensive guide to all Genesys Cloud product offerings, see Genesys Cloud CX summarized plan comparison.
Genesys Cloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. Genesys Cloud is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment that provides secure access to organizations around the world with a marginal IT footprint.
Each layer of service integrates with the others for a unified experience.
- The Genesys Cloud Platform provides the core architecture for all other services. This includes all of the APIs that power the browser, mobile, desktop, and telephony applications.
- Genesys Cloud Collaborate is a social media app that contains data about the people in a workplace and includes ways to connect with them, such as chat, video, and document sharing. Learn more about Genesys Cloud Collaborate.
- Genesys Cloud Communicate adds telephony features to Collaborate, making it a unified communications solution. Features include phone, voicemail, conferencing, and transfers. Learn more about Genesys Cloud Communicate.
- Genesys Cloud contact center uses the telephony foundation of Genesys Cloud Communicate to operate a contact center service that handles every aspect of customer interactions, including interactive voice response (IVR), automatic call distribution (ACD), skills-based routing of phone calls, emails, web chats, and much more. Learn more about Genesys Cloud contact center.
Modernized navigation experience
To view a video of the Genesys Cloud navigation experience, click the section below. For more information, see New unified navigation experience coming to Genesys Cloud.
Opt-in time frame for refreshed navigation
During early preview, agents can opt in or out of access to the refreshed navigation.
Note: The opt-in time frame, and the permission to enable it, is temporary and will be removed when Genesys releases the feature as generally available.
To allow users access to this feature, administrators must assign the following permission to a user’s role: UI > New Genesys UI Navigation > Enable. For more information, see Access control permissions overview.
Explore Genesys Cloud
Access the menu
- To access the main menu, click any of these options:
- Menu
- Go back
- To hide the menu and expand your workspace, click Close.
Navigate the menu
| Category | Level 2 | Level 3 | Legacy navigation |
|---|---|---|---|
| Category | Level 2 | Level 3 | Legacy navigation |
| Activity | — | — | Activity menu |
| Workspace | Agent Workspace | — | Interactions panel |
| Workspace | Task List | — | Interactions panel |
| Workspace | Parked Conversations | — | Interactions panel |
| Performance Management | Intraday Management | — | Admin > Workforce Management > Intraday Monitoring |
| Performance Management | Real-Time Adherence | — | Admin > Workforce Management > Real-Time Adherence |
| Performance Management | Employee Engagement | Development and Feedback | Admin > Performance & Engagement > Development and Feedback |
| Performance Management | Employee Engagement | External Metric Definitions | Admin > Performance & Engagement > External Metric Definitions |
| Performance Management | Employee Engagement | Gamification Settings | Admin > Performance & Engagement > Gamification Settings |
| Performance Management | Employee Engagement | Gamification Profiles | Admin > Performance & Engagement > Gamification Profiles |
| Performance Management | Employee Engagement | Gamification Contests | Admin > Performance & Engagement > Gamification Contests |
| Contacts | External Contacts and Organizations | — | Directory > External Contacts |
| Contacts | Identity Resolution | — | Directory > External Contacts |
| Contacts | Custom Fields | — | Directory > External Contacts |
| Contacts | External Sources | — | Directory > External Contacts |
| Analytics | Analytics Workspace | — | Performance > Workspace |
| Analytics | Analytics Settings | — | Admin > Contact Center > Analytics |
| Journey Management | — | — | Admin > Journey Management |
| Orchestration |
Architect | — | Admin > Architect > Architect |
| Orchestration | Orchestration Assets | Data Tables | Admin > Architect > Data Tables |
| Orchestration | Orchestration Assets | Flow Outcomes | Admin > Architect > Flow Outcomes |
| Orchestration | Orchestration Assets | Flow Milestones | Admin > Architect > Flow Milestones |
| Orchestration | Orchestration Assets | Conversation Schemas | — |
| Orchestration | AI Studio | Guides | Admin > AI Studio > Guides |
| Orchestration | AI Studio | Summaries | Admin > AI Studio > Summaries |
| Orchestration | AI Studio | Agent Copilots | Admin > AI Studio |
| Orchestration | Enrichments | Customer Segments | Admin > Predictive Engagement > Segments |
| Orchestration | Enrichments | Outcomes | Admin > Predictive Engagement > Outcomes |
| Orchestration | Predictive Engagement | Live Now | Admin > Predictive Engagement > Live Now |
| Orchestration | Predictive Engagement | Action Maps | Admin > Predictive Engagement > Action Maps |
| Orchestration | Predictive Engagement | Action Library | Admin > Predictive Engagement > Action Library |
| Orchestration | Predictive Engagement | Predictive Engagement Settings | Admin > Predictive Engagement > Predictive Engagement Settings |
| Orchestration | Predictive Engagement | Visitor Activity Report | Admin > Predictive Engagement > Visitor Activity Report |
| Orchestration | Predictive Engagement | Action Map Report | Admin > Predictive Engagement > Action Map Report |
| Orchestration | Routing | Call Routing | Admin > Routing > Call Routing |
| Orchestration | Routing | Emergency Groups | Admin > Routing > Emergency Groups |
| Orchestration | Routing | Message Routing | Admin > Routing > Message Routing |
| Orchestration | Routing | Operating Schedules | Admin > Routing > Operating Schedules |
| Orchestration | Routing | Operating Schedule Groups | Admin > Routing > Operating Schedule Groups |
| Orchestration | Rule-Based Decisions | Rule Schemas | Admin > Work Automation > Rule Schemas |
| Orchestration | Rule-Based Decisions | Decision Tables | Admin > Work Automation > Decision Tables |
| Orchestration | Work Automation | Workbins | Admin > Work Automation > Workbins |
| Orchestration | Work Automation | Custom Attributes | Admin > Work Automation > Custom Attributes |
| Orchestration | Work Automation | Worktypes | Admin > Work Automation > Worktypes |
| Digital and Telephony | Message | Messenger Configurations | Admin > Message > Messenger Configurations |
| Digital and Telephony | Message | Messenger Deployments | Admin > Message > Messenger Deployments |
| Digital and Telephony | Message | Platform Configurations | Admin > Message > Platform Configs |
| Digital and Telephony | Message | Platform Integrations | Admin > Message > Platforms |
| Digital and Telephony | Message | Supported Content Profiles | Admin > Message > Supported Content Profiles |
| Digital and Telephony | Message | SMS Number Inventory | Admin > Message > SMS Number Inventory |
| Digital and Telephony | Message | Threading Timeline | Admin > Message > Threading Timeline |
| Digital and Telephony | Outbound | Campaign Management | Admin > Outbound > Campaign Management |
| Digital and Telephony | Outbound | Call Analysis Responses | Admin > Outbound > Call Analysis Responses |
| Digital and Telephony | Outbound | Contactable Time Sets | Admin > Outbound > Contactable Time Sets |
| Digital and Telephony | Outbound | Event Viewer | Admin > Outbound > Event Viewer |
| Digital and Telephony | Outbound | List Management | Admin > Outbound > List Management |
| Digital and Telephony | Outbound | Rule Management | Admin > Outbound > Rule Management |
| Digital and Telephony | Outbound | Outbound Settings | Admin > Outbound > Outbound Settings |
| Digital and Telephony | Outbound | Outbound Campaigns | Admin > Outbound > Outbound Campaigns |
| Digital and Telephony | Outbound | Wrap-up Code Mappings | Admin > Outbound > Wrap-up Code Mappings |
| Digital and Telephony | Telephony | Topology | Admin > Telephony > Topology |
| Digital and Telephony | Telephony | Metrics | Admin > Telephony > Metrics |
| Digital and Telephony | Telephony | Trunks | Admin > Telephony > External Trunks and Phone Trunks |
| Digital and Telephony | Telephony | Sites | Admin > Telephony > Sites |
| Digital and Telephony | Telephony | Edges | Admin > Telephony > Edges |
| Digital and Telephony | Telephony | Edge Groups | Admin > Telephony > Edge Groups |
| Digital and Telephony | Telephony | Extensions | Admin > Telephony > Extension Assignments, Extension Pools |
| Digital and Telephony | Telephony | DID Numbers | Admin > Telephony > DID Numbers |
| Digital and Telephony | Telephony | Phone Management | Admin > Telephony > Phones and Base Settings |
| Digital and Telephony | Telephony | Number Management | Admin > Genesys Cloud Voice > Number Management |
| Digital and Telephony | Telephony | Certificate Authorities | Admin > Telephony > Certificate Authorities |
| Digital and Telephony | Telephony | Global Telephony Settings | Admin > Telephony > Global Telephony Settings |
| Digital and Telephony | Interaction Assets | Assistants | Admin > Contact Center > Assistants |
| Digital and Telephony | Interaction Assets | Utilization | Admin > Contact Center > Utilization |
| Digital and Telephony | Interaction Assets | Wrap-up Codes | Admin > Contact Center > Wrap-up Codes |
| Digital and Telephony | Interaction Assets | Custom KPIs | Admin > Custom APIs |
| Digital and Telephony | Interaction Assets | Canned Responses | Admin > Contact Center > Canned Responses |
| Digital and Telephony | Interaction Assets | Response Assets | Admin > Contact Center > Response Assets |
| Digital and Telephony | Interaction Assets | Panel Manager | Admin > Contact Center > Panel Manager |
| Digital and Telephony | Interaction Assets | Scripts | Admin > Contact Center > Scripts |
| Digital and Telephony | Interaction Assets | Script Templates | Admin > Contact Center > Script Templates |
| Digital and Telephony | Interaction Assets | Widgets | Admin > Widgets |
| Digital and Telephony | — | Admin > Contact Center > Email | |
| Conversational Intelligence | Recording and Policies | Encryption Keys | Admin > Quality > Encryption Keys |
| Conversational Intelligence | Recording and Policies | Policies | Admin > Quality > Policies |
| Conversational Intelligence | Recording and Policies | Recording Management | Admin > Quality > Recording Management |
| Conversational Intelligence | Quality Management | Evaluation Forms | Admin > Quality > Evaluation Forms |
| Conversational Intelligence | Quality Management | Customer Surveys | Admin > Quality > Survey Forms |
| Conversational Intelligence | Quality Management | Evaluators | Admin > Quality > Evaluators |
| Conversational Intelligence | Quality Management | Agent Evaluations | Admin > Quality > Agent Evaluations |
| Conversational Intelligence | Quality Management | Calibration Evaluations | Admin > Quality > Calibration Evaluations |
| Conversational Intelligence | Speech and Text Analytics | Speech and Text Configuration | Admin > Quality > Speech and Text Analytics |
| Conversational Intelligence | Speech and Text Analytics | Dictionary Management | Admin > Quality > Dictionary Management |
| Conversational Intelligence | Speech and Text Analytics | Topics | Admin > Quality > Topics |
| Conversational Intelligence | Speech and Text Analytics | Topic Miner | Admin > Quality > Topic Miner |
| Conversational Intelligence | Speech and Text Analytics | Programs | Admin > Quality > Programs |
| Conversational Intelligence | Speech and Text Analytics | Interaction Categories | Admin > Quality > Interaction Categories |
| Conversational Intelligence | Speech and Text Analytics | Interaction Reprocessing | — |
| Conversational Intelligence | Speech and Text Analytics | Sentiment Feedback | Admin > Quality > Sentiment Feedback |
| Workforce Management | Workforce Management Configuration | Business Units | Admin > Workforce Management > Business Units |
| Workforce Management | Workforce Management Configuration | Management Units | Admin > Workforce Management > Management Units |
| Workforce Management | Workforce Management Configuration | Service Goal Templates | Admin > Workforce Management > Service Goal Templates |
| Workforce Management | Workforce Management Configuration | Planning Groups | Admin > Workforce Management > Planning Groups |
| Workforce Management | Workforce Management Configuration | Staffing Groups | Admin > Workforce Management > Staffing Groups |
| Workforce Management | Workforce Management Configuration | Agents | Admin > Workforce Management > Agents |
| Workforce Management | Workforce Management Configuration | Activity Codes | Admin > Workforce Management > Activity Codes |
| Workforce Management | Scheduling | Schedules | Admin > Workforce Management > Schedules |
| Workforce Management | Scheduling | Activity Plans | Admin > Workforce Management > Activity Plans |
| Workforce Management | Scheduling | Shift Trades | Admin > Workforce Management > Shift Trades |
| Workforce Management | Scheduling | Time-Off Limits | Admin > Workforce Management Time-Off Limits |
| Workforce Management | Scheduling | Time-Off Plans | Admin > Workforce Management > Time-Off Plans |
| Workforce Management | Scheduling | Time-Off Requests | Admin > Workforce Management > Time-Off Requests |
| Workforce Management | Forecasting | Main Forecast | Admin > Workforce Management Main Forecast |
| Workforce Management | Forecasting | Forecasts | Admin > Workforce Management Forecast |
| Workforce Management | Forecasting | Historical Data Import | Admin > Workforce Management Forecasts |
| Workforce Management | Capacity Planning | Staffing Requirements | Admin > Workforce Management > Staffing Requirements |
| Workforce Management | Capacity Planning | Capacity Plans | Admin > Workforce Management > Capacity Planning |
| Workforce Management | Work Plan Configuration | Work Plans | Admin > Workforce Management > Work Plan Configuration |
| Workforce Management | Work Plan Configuration | Work Plan Rotations | Admin > Workforce Management > Work Plan Rotations |
| Workforce Management | Work Plan Configuration | Work Plan Assignments | Admin > Workforce Management > Work Plan Assignments |
| Workforce Management | Work Plan Configuration | Work Plan Bids | Admin > Workforce Management > Work Plan Bids |
| Workforce Management | Historical Reporting | Historical Shrinkage | Admin > Workforce Management > Historical Shrinkage |
| Knowledge | Articles | — | Admin > Knowledge > Articles |
| Knowledge | Categories and Labels | — | Admin > Knowledge > Categories & Labels |
| Knowledge | Sources | — | Admin > Knowledge > Sources |
| Knowledge | Optimizer | — | Admin > Knowledge > Optimizer |
| User Management | Users | — | Admin > People & Permissions > People |
| User Management | Roles and Permissions | — | Admin > People & Permissions > Roles / Permissions |
| User Management | Queues | — | Admin > Contact Center > Queues |
| User Management | Access Policies | — | Admin > Contact Center > Access Policies |
| User Management | ACD Skills and Languages | — | Admin > People & Permissions > ACD Skills & Languages |
| User Management | Authorized Organizations | — | Admin > People & Permissions > Authorized Organizations |
| User Management | Divisions | — | Admin > People & Permissions > Divisions |
| User Management | Groups | — | Admin > Directory > Groups |
| User Management | Locations | — | Admin > Directory > Locations |
| User Management | Profile Fields | — | Admin > Directory > Profile Fields |
| User Management | User Directory | — | Admin > Directory |
| User Management | Work Teams | — | Admin > Work Teams |
| IT and Integrations | API Usage | — | Admin > Platform Usage > API Usage |
| IT and Integrations | Audit Viewer | — | Admin > Troubleshooting > Audit Viewer |
| IT and Integrations | Authorized Applications | — | Admin > Integrations > Authorized Applications |
| IT and Integrations | Disconnect Interactions | — | Admin > Routing > Disconnect Interactions |
| IT and Integrations | Documents | — | Documents menu |
| IT and Integrations | Integrations | — | Admin > Integrations > Integrations |
| IT and Integrations | Data Actions | — | Admin > Integrations > Actions |
| IT and Integrations | Log Capture | — | Admin > Troubleshooting > Log Capture |
| IT and Integrations | OAuth | — | Admin > Integrations > OAuth |
| IT and Integrations | Operational Console | — | Admin > Troubleshooting > Operational Console |
| IT and Integrations | Single Sign-on | — | Admin > Integrations > Single Sign-On |
| Account | Digital Filtering Rules | — | Admin > Account Settings > Digital Data Filtering Rules |
| Account | Subscription | — | Admin > Account Settings > Subscription |
| Account | Organization Settings | — | Admin > Account Settings > Organization Settings |
| Account | Usage | — | Admin > Account Settings > Usage |
| Account | Genesys AppFoundry | — | Admin > Account Settings > Genesys AppFoundry |
To quickly access the agent workspace, click Agent Workspace . Here, you can manage your profile, work with conversations, access canned responses, create notes, schedule callbacks, complete wrap-up codes, and more. You can also resize and rearrange panels based on your preference.
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- To open and view or edit your profile, click the avatar in the upper right corner.
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- To make and manage calls, select the preferred phone, forward calls, or activate queues, click Calls.
- To open the chat window, click Chat.
- To open Collaborate chat in a new window, click popout .
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To manage voicemail, faxes, recordings, evaluations, time-off requests, shift trade requests, explanation requests, coaching appointments, modules, exports, and alerts, click Inbox .
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- To go on or off queue, in the upper right corner of Genesys Cloud, use the Off Queue | On Queue button to set your preferred queue status.
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The unified global search offers one intelligent Search bar to help you find pages, people, groups, and locations seamlessly and without switching tools.
- In the upper right corner, in the Search for pages, people, groups, and locations box, begin typing the first few letters of your search. For example, a workspace, a person’s name, a group name, or a feature name. The search results return results from pages and the Genesys Cloud directory. The results also display the menu navigation path to go to these pages. Click the appropriate item to continue.
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- Genesys Cloud returns search results with the most likely matches. To view more results, click View all page results or View all Directory results.
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The Genesys Cloud Help view provides several resources to find the latest release information, provide in-app help for a particular feature, and access supporting resources.
- Click the Help button from any page to access Resource Center in-app documentation for the current page.
- Click the Release Notes tab to view and subscribe to the most recently released features.
- Click Resources to find more assistance such as the Community, training, knowledge network, and more.
- Use the Search tab to find supporting articles.
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