Click the image to enlarge.
|CX workspace||CX digital agent workspace|
The following content applies to the CX agent workspace.
To access user settings, click your profile picture in the sidebar.
Configure user settings
|View your profile||To view and customize your profile, click the larger profile picture. For more information, see Profile page.|
|Set your presence status||
Select your presence and status. Presence indicators appear as colored rings around profile pictures. Presence appears as the following:
For more information, see Change presence and status.
|View your organization name||Your organization name appears below your name, next to the building icon. If you are member of more than one organization, Genesys Cloud also shows the name of the organization you are currently logged into. For more information, see Organization names and log in.|
|Share your current geolocation||
The geolocation indicator under your name and title lets others know your current geolocation. If the administrator enabled geolocation for your organization, you can choose to share your current location with others.
|Add a custom message||To provide additional information about your presence, status, or location, for example, “Back at noon,” Type a brief message next to the quote icon. For more information, see Change presence and status.|
|Select your phone||To make and receive calls or to select a different phone, select a phone. Type the phone name in the Search field next to and select it from the suggestion menu. For more information, see Select a phone and Select the Genesys Cloud WebRTC phone as your phone.|
|Forward your calls||To enable call forwarding and to configure a forwarding number, click Forward My Calls. For more information, see Forward incoming calls.|
|Select your Genesys Cloud WebRTC phone settings||To select your microphone and speaker if you selected a Genesys Cloud WebRTC phone, select WebRTC Settings. For more information, see Select the Genesys Cloud WebRTC phone.|
|Choose queues to work (Agents)||To access the Active and Available Queues lists and to specify queues, click Activate Queues. This setting applies to agents. For more information, see Choose queues to work.|
|View the elapsed time elapsed for your current status (Agents)||Genesys Cloud displays the elapsed time for your status. Monitor the time spent on breaks and lunches. This setting applies to agents. For more information, see Status timer for agents|
|Set Out of Office status||To provide a start date and time for periods you are away, click Out of Office. Optionally, include the end date and time. For more information, see Change presence and status.|
|Access your Preferences||
To customize settings for sound, ringtones, notifications, chat, password, voicemail PIN, language and other options, click Preferences.
Note: Some preferences are specific to the app you that you use: browser, Windows desktop, or Mac desktop. For more information, see Change browser app preferences, Change Windows desktop app preferences, and Change Mac desktop app preferences.
|Log out||To log out of Genesys Cloud, click Logout. For more information, see Log out.|
Menu controls allows you to customize the workspace, listen to recordings, set hotkeys, get online help, change password, and inspect your personal reports.
- Click Language to choose the language of your Desktop. Currently available options are: English, German, Spanish, French, Canadian French, Italian, Hungarian, Dutch, Portuguese, Chinese, and Korean.
- In Settings, you can set if you want to confirm the end of chats, messages and e-mail threads, and set keyboard shortcuts.
- Genesys.com navigates you to the Genesys website.
- Online Help navigates to the online community portal.
- Click Logout to log out of the CX digital agent workspace.
Click the Supervisor's workspace icon to access queue activity and performance data.
For more information, see Queues Activity Summary view.