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
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 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
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

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
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
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 chat sessions About widgets for web chat
Log out an agent Log an agent out of Genesys Cloud
Disassociate an agent from a station Disassociate an agent from a station

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

Feature Learn more
Inbound flows Work with inbound flows
Outbound flows Work with outbound flows
In-queue flows In-queue flows overview
Secure flows Secure call flows overview
Inbound email flows Inbound email flows overview
Inbound message flows Inbound message flows overview
Inbound chat flows  Inbound chat flows overview
Audio resources Work with call prompts
Flow outcomes
Expressions Work with expressions
DTMF menus DTMF and speech recognition in menu choices
Speech recognition Speech recognition overview
Supported languages Language support in Architect
Text-to-speech (TTS) engines About text-to-speech (TTS) engines
Dependency searches Dependency search

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

Feature Learn more
Configure voice and chatbot integrations for use in Architect interaction flows

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 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 ACD and SMS messages

Outbound administrators can do the following to configure outbound dialing 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
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

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  


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


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

Administrators 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 agents’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
Manage agents’ time off requests Agent time off requests

View agent workforce management schedules on Android devices

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
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
Use sentiment analysis to understand a customer’s attitude during an audio interaction, based on the language used About sentiment analysis

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