Genesys Cloud contact center includes all functionality in Communicate and Collaborate.

Agents can do the following through the agent user interface.

Feature Learn more
Toggle their on queue/off queue status On Queue and Off Queue
Receive and work with multiple interactions Manage multiple interactions
Accept and work with interactions that were routed to them by the automatic call distribution (ACD) system Accept and complete ACD interactions
See customer typing indicators in web chat interactions Work with chat interactions
See customer typing text in message interactions Work with message interactions
Request assistance from supervisors Agent assistance
View FAQ and knowledge suggestions during a call using Agent Assist About Agent Assist
View their performance statistics, time management metrics, evaluation scores, and weekly schedule My Performance views
View real-time statistics for queues in which the agents are members My Queues Activity view
View their interactions and related metrics. My Interactions view
Flag calls and ACD voice interactions that have voice quality issues
Use call scripts to help guide them through interactions Use scripts
Select and use canned responses for interactions Use canned responses
Summarize and wrap up completed interactions during after-call work (ACW) Complete after-call work
Work with external contacts and organizations About External Contacts
Access information and use Genesys Cloud call controls with third-party systems and browser extensions About the Genesys Cloud embedded clients
Browse the customer’s view of a web page during a chat and collaborate using annotations and page control About co-browse
View the customer’s entire desktop or application during an active web chat or voice interaction About screen share

Add your workforce management schedule to an external calendar for a mobile or desktop application

Add your workforce management schedule to an external calendar

Switch from one interaction channel (voice, email, web chat, messaging) to another while engaging with a customer

Switch channels for an interaction

Managers and admins with the appropriate permissions can do the following.

Feature Learn more
Modify behavior for the supported channels, add and delete queue members and wrap-up codes, and modify ACD settings  Manage queues
View or listen to agents on interactions that are in progress Monitor agents
Use the Genesys Cloud platform for workforce engagement capabilities on interactions handled on an external platform. About Genesys Cloud EX
Create teams of agents for evaluation, supervision, management, and administration purposes. About work teams
Activate and deactivate agents who are members of a queue Activate and deactivate queues for agents
Change the presence and status of agents Change an agent’s status
Create wrap-up codes and assign them to queues Wrap-up code administration
Add or edit canned responses for agents to use in interactions About canned responses
Create and manage alerts and alert rules to provide notifications when statistics exceed a defined range of values About alert administration
Create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect. About routing
Use machine learning to optimize your key performance indicators (KPIs) by matching each interaction with the available agent best able to handle it.    About predictive routing
Enable incoming ACD-routed calls to automatically connect to agents instead of agents having to accept the calls. Turn on auto answer for agents
Customize a secondary level of user status selections for an organization.  About status, presence, and activity indicators
Create, manage, and customize external contacts and organizations  About External Contacts
Enable customers to interact with contact center agents directly from your website in web messaging and web chat sessions

About web messaging
About widgets for web chat

Send automated emails without an agent’s involvement

Agentless email notifications

Log out an agent Log an agent out of Genesys Cloud
Disassociate an agent from a station Disassociate an agent from a station
Configure agent assist to provide suggested FAQ responses for agents during a customer call. 
About agent assist

Managers and admins with the appropriate permissions can do the following.

Feature Learn more
Create, configure, and manage inbound flows Work with inbound flows
Create, configure, and manage outbound flows Work with outbound flows
Create, configure, and manage in-queue flows In-queue flows overview
Provide customized voicemail and routing behavior Work with the voicemail flow 
Create, configure, and manage secure flows Secure call flows overview
Create, configure, and manage inbound email flows Inbound email flows overview
Create, configure, and manage inbound message flows Inbound message flows overview
Create, configure, and manage inbound chat flows  Inbound chat flows overview
Create, configure, and manage bot flows

About Genesys Dialog Engine Bot Flows

Create, configure, and manage digital bot flows

About Genesys Digital Bot Flows

Reuse flow logic in common module flows

Work with common module flows

Work with audio resources Work with call prompts
Add flow outcomes
Create complex expression logic in flows Work with expressions
Use DTMF menus in flows DTMF and speech recognition in menu choices
Use speech recognition in flows Speech recognition overview
View and select supported languages Language support in Architect
Configure speech-to-text (STT) engines About speech-to-text (STT) engines
Configure and select text-to-speech (TTS) engines About text-to-speech (TTS) engines
Perform dependency searches in flows Dependency search

Managers and admins with the appropriate permissions can do the following.

Feature Learn more
Configure voice and chat bot integrations for use in Architect interaction flows
Create secure Genesys Dialog Engine Bot Flows. This feature ensures that Genesys Cloud bot flows are PCI-compliant. Secure flows overview
Add predefined questions and answers that allow knowledge services to understand and respond to conversations, and ensure that customers and agents get the answers they need.
Use the support center to present knowledge base articles to customers so that they can easily navigate the self-service experience.

About the support center

Add and configure a miner with mined intents and utterances, and how to export the mined intents for use with bots. About intent miner
Configure agent assist to provide suggested FAQ responses for agents during a customer call.  About Agent Assist
Work with rich media in bot conversations

Queue administrators can do the following to configure ACD routing for a queue.

Feature Learn more
Configure the evaluation and routing methods to use for routing interactions
Configure ACD bullseye routing, based on sub-groups of agents with specific skills Bullseye routing
Configure conditional group routing, based on set set rules Conditional group routing
Configure ACD routing based on skills ACD evaluation and routing methods
Create an email domain for the organization and add email addresses to use for routing email interactions through ACD About ACD email routing
Use an SMTP server to send outbound emails About the custom SMTP server integration for outbound emails
Create call flows that allow customers to leave voicemails for a queue, and then route those voicemails to agents through ACD
Configure routing to allow agents to respond to customer SMS and supported message platform interactions through ACD About messaging

Outbound administrators can do the following to configure outbound dialing and outbound digital campaigns.

Feature Learn more
Select a dialing mode (Preview, Predictive, Progressive, Power, Agentless, Messaging, or External Calling) to use for an outbound campaign Dialing modes
Use SMS messaging for outbound campaigns
Use email for outbound campaigns Create an email campaign
Manage lists of contacts to call or to never call  List management overview
Indicate when outbound campaigns can call specific time zones 
Define call analysis responses, the actions to take based on the call connection analysis Call analysis responses page
Configure rules to initiate specific actions in certain conditions

Rule management overview

Create wrap-up code mappings to flag numbers that shouldn’t be called based on the assigned wrap-up code  Wrap-up code mappings page
Search audit records to see who added, changed, or deleted an outbound configuration or data file Audit search view
Check for and troubleshoot errors that have occurred with one or more running campaigns. Event viewer page
Configure campaign call settings that apply to all campaigns in your organization. Outbound settings
Use a data action as a voice campaign pre-call or post-call (wrap-up) rule action Use a rule to evaluate information from a data action
Create a custom action for integrations

Use a data action as a digital campaign pre-contact rule condition Use a digital rule to evaluate information from a data action

Script designers can do the following.

Feature Learn more
Create scripts for inbound and outbound dialing campaigns Scripting concepts
Add or modify variables that are associated with scripts Add a script variable
Add components for script pages by clicking icons in the toolbox  Add components from the toolbox
Use or delete templates for scripts and components Templates page
Define, modify, or delete actions that scripts and components can invoke Available script actions
Enable a script for use by an inbound Architect call flow Enable screen pop
Check for script errors Validate a script page

Supervisors and and managers can use the following reports, dashboards, and views to monitor queues and view statistics for queues and agents.


Description Learn more
View statistics for agents, including metrics, time in statuses, and evaluations. Agents Performance views
View information about completed interactions. Interactions view
View statistics based on the skills and languages required for interactions as they enter a queue. Skills Performance view
View real-time and historical queues activity and metrics.

Queues views overview

View detailed metrics about the length of abandons in a queue. Abandon Intervals Metrics view
View statistics and other details for web surveys.
View detailed metrics about your DNIS numbers.
View flow performance, including metrics, destinations, and flow outcomes. Flow Performance views overview
View detailed metrics about the wrap-up codes assigned to interactions. Wrap-Up Performance Summary view
See and cancel callbacks scheduled by agents during interactions. Scheduled callbacks view
View statistics and other details for a specific active campaign. Outbound campaign details view
View aggregate data for multiple users, queues, or DNIS numbers in certain performance detail views.

View aggregate performance data 

View statistics and other details for API requests your contact center makes.

API Usage view  

View operational data for bots.
Create and save custom Performance views About analytics workspace


Description Learn More
View contact center metrics on an iPad. Mobile apps
View selected metrics and performance data. Performance dashboards
Monitor connect rates, abandoned calls, and the progress of each running campaign. Campaigns dashboard
View assigned and completed evaluations, review recordings of interactions, and score interactions. Quality evaluator dashboard
View agent evaluations and scores, quality evaluator activity, and overall evaluation and calibration activity. Quality administrator dashboard
View an overview of customer activity on the organization’s website, including customer interactions with bots or agents and how effectively customers obtain information through self-service experiences. Knowledge Performance dashboard


Category Learn more
Agent reports
Queue reports
Outbound campaign reports
Interaction report Interaction Details report
Predictive routing report

View predictive routing queue detail report

Administrators and contact center managers can do the following.

Feature Learn more
Create and edit a business unit.

Business units overview

Create and modify management units Work with management units
Create and manage activity codes for an organization’s activities Configure activity codes
Create and manage service goal templates.

Service goal templates overview

Create and manage planning groups, and management units.

Planning groups overview

Create and modify work plans About work plans
Create short-term forecasts Work with short-term forecasts
Generate a schedule based on forecasting and scheduling constraints Generate a load-based schedule
Create, manage, and synchronize time off requests About time off requests
Compare an agent’s current status against scheduled work-time Real-time adherence overview
Review how well agents have followed their schedules in the past Historical adherence overview
View differences between original forecasts and actual contact center behavior Intraday monitoring overview
Create and modify agent schedules Work with schedules in workforce management
Create work plans that rotate and allow agents the opportunity to work all shifts and avoid monotonous weekly scheduling.

Work plan rotations overview

Manage agents’ time off requests Agent time off requests

View agent workforce management schedules on Android and iOS devices

Upload historical interaction data and use it to generate forecasts using the Automatic Best Method option.

Historical data import overview

Quality administrators can do the following.

Feature Learn more
Use the Quality Administrator dashboard to monitor quality evaluation and calibration activity Quality administrator dashboard
Manage the evaluation forms that are used to score recordings and agent performance Evaluation forms page
Use the calibration process to standardize call evaluations Calibration overview
Use quality policies to automate repetitive quality management tasks Quality policies overview
Manage encryption keys to protect recorded interactions from unauthorized access Encryption keys
Add comments to a recording Annotate a recording
Download a non-voice interaction recording Download non-voice interaction recordings
Control recording settings for the organization Create a policy
Record agents’ screens as they handle interactions
Monitor (listen to) and coach (talk to) an agent during live voice interactions between the customer and agent in the interaction detail view Monitor and coach in-progress interactions
Create and send web-based surveys to customers after interactions. About web surveys
Create a policy to automatically export recordings, screen recordings, attachments, and metadata in bulk and store them in a configured AWS S3 bucket About the AWS S3 recording bulk actions integration
Enable protection for policy-based recordings to comply with legal notice to retain recordings

Protect recordings from deletion for a legal hold directive

Schedule coaching appointments with agents to improve agent performance

About coaching with quality management

Managers and supervisors with the appropriate permissions can do the following:

Feature Learn more
Use voice transcription to gain insight into voice interaction content, improve training and feedback for call center agents, and identify business problems About voice transcription
Playback interactions to show details about the interaction participants and to provide understanding about the customer and the quality of service provided.  About the interaction overview
Use sentiment analysis to understand a customer’s attitude during an audio interaction, based on the language used About sentiment analysis
Use programs, topics, and phrases to tag interactions for specific business level intents to provide analytics about customer and agent motivations and goals during an interaction.  About programs, topics, and phrases

Performance management administrators can do the following:

Feature Learn more
Use the gamification default profile to define and customize performance-based metrics for your organization

Gamification default profile

Configure and enable metrics for performance tracking

Select and manage metrics

Turn gamification on and add permissions

Activate gamification for your organization

Create and assign development and feedback modules

About development and feedback modules

Administrators with the appropriate permissions can do the following:

Feature Learn more
Enable agents to receives and respond to interactions from various third-party messaging applications, such as Facebook Messenger, Twitter Direct Messaging, LINE Messaging, Instagram Direct Messaging, and WhatsApp

About third-party messaging

Enable agents to receive and respond to SMS long and short code messages

About SMS messaging

Enable visitors to your website to converse with bots and agents.

About web messaging

Use the open messaging API to facilitate messaging with third-party systems and external messaging services. 

About open messaging

For a weekly summary of Genesys Cloud contact center updates and new features, see Release notes.