Genesys Cloud contact center features
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 |
| View digital-only interactions in the CX digital agent workspace | Navigate the CX digital agent workspace |
| 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 |
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Add your workforce management schedule to an external calendar for a mobile or desktop application |
Add your workforce management schedule to an external calendar |
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Switch from one interaction channel (voice, email, web chat, messaging) to another while engaging with a customer |
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 | |
| Send automated emails without an agent’s involvement | |
| 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 | |
| Create, configure, and manage digital bot flows | |
| Reuse flow logic in 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. | |
| 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 | |
| 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.
Views
| 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. | |
| View detailed metrics about the length of abandons in a queue. | Abandon Intervals Metrics view |
| View statistics and other details for web surveys. |
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| 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 statistics and other details for API requests your contact center makes. | |
| View operational data for bots. | |
| Create and save custom Performance views | About analytics workspace |
Dashboards
| 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 |
Reports
| Category | Learn more |
|---|---|
| Agent reports | |
| Queue reports | |
| Outbound campaign reports | |
| Interaction report | Interaction Details report |
| Predictive routing report |
Administrators and contact center managers can do the following.
| Feature | Learn more |
|---|---|
| Create and edit a business unit. | |
| 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. | |
| Create and manage planning groups, and management units. | |
| 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. | |
| Manage agents’ time off requests | Agent time off requests |
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View agent workforce management schedules on Android and iOS devices |
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Upload historical interaction data and use it to generate forecasts using the Automatic Best Method option. |
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 | |
| Schedule coaching appointments with agents to improve agent performance |
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 |
| Feature | Learn more |
|---|---|
| Bots | |
| Data actions |
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| Embedded clients |
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| External contacts | |
| Quality management | |
| Speech and text analytics | |
| Speech-to-text (STT) engines | |
| Text-to-speech (TTS) engines |
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 | |
| Configure and enable metrics for performance tracking | |
| Turn gamification on and add permissions | |
| Create and assign 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 | |
| Enable agents to receive and respond to SMS long and short code messages | |
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Enable visitors to your website to converse with bots and agents. |
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| Use the open messaging API to facilitate messaging with third-party systems and external messaging services. |
For a weekly summary of Genesys Cloud contact center updates and new features, see Release notes.