Genesys Cloud quick start: live agents

Feature coming soon

This article summarizes the agent workspace and the available customer interaction options.

Step 1: Get to know the agent workspace

This section describes the elements of the agent workspace.

Register and confirm that you can log in to the Genesys DX agent workspace. If you cannot log in, contact your system administrator.

Review the following articles:

The following image describes the main elements of the workspace.

Click the image to enlarge.

Elements of the live agent workspace

Number Element
1 The DX Conversations section of the Omnichannel Work Queue shows the active messaging sessions of the live agent.
2 In the Panel Selector, the agent can select which panels are displayed on the workspace. These options give further help or insight to the ongoing conversations.
3 Notifications, Agent Status and Menu Controls options.
4 The DX Emails section of the Omnichannel Work Queue shows  active email sessions of the live agent.
5 The Active Work Item shows the activated, ongoing live session.

Step 2: Get to know conversation management

This section describes messaging management, the life cycle of a conversation, transfer options, and best practices.

Register and confirm that you can log in to the Genesys DX agent workspace. If you cannot log in, contact your system administrator.

Review the following articles:

  1. Under Live Sessions, click a conversation. The selected conversation opens in the Active Work Item column and you can interact with the customer.
    • During a conversation session, you have multiple options which facilitates your conversation with the customer.
    • You can transfer a conversation to another available Agent at any time.
  2. When you finish conversation with the customer, end and wrap-up the conversation.

Step 3: Work with the Smart Advisor

This section describes how live agents can get help and rely on the Smart Advisor.

Review and understand conversation management.

Review the following article:

During a conversation with the chatbot, customers have the option to connect to an available agent. If an agent transfers a conversation, the receiving agent can view the full history of the conversation between the customer and the chatbot and continue that thread. 

The Smart Advisor offers articles which have a high chance to include the answer to the customer’s question.

  1. To copy the best answer to the message panel, click that response.
  2. (Optional) Edit the response according to the customer’s question, if necessary.
  3. Push the Enter button to send the message.

Click the image to enlarge.