FAQs: Contact center agents
As an agent, how can I opt in to multi contextual panels?
If your administrator gives you the permission to enable multi contextual panels,… [More]
Can I attach files to an ACD email message?
You can attach most types of files to an ACD email reply… [More]
Can I remove my email address from my profile?
You can change your email address, and you can add email addresses,… [More]
How can I check for the newest version of the desktop app?
The Genesys Cloud desktop app notifies you when a new version is… [More]
How can I include a hyperlink in a response?
To include a clickable hyperlink in a response, type the complete URL. Alternatively, copy… [More]
If my queue is set to Agent Requested, how do I request ACW?
If your admin configures the After contact work (ACW) setting for your… [More]
What defines an app visit?
An app visit starts from the moment a visitor accesses a mobile… [More]
What do the timers in an interaction mean?
Interactions can have three timers: The interaction alert notification features a timer… [More]
What does Not responding mean?
When you decline or fail to answer an interaction within the Alerting… [More]
Why do I need to re-enter my Genesys Cloud credentials?
Users in HIPAA organizations are logged out of Genesys Cloud when their… [More]
Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys Cloud does not support multiple concurrent logins to the same account…. [More]
Why do my calls get sent to voicemail when I am in certain statuses?
To prevent interruptions, Genesys Cloud sends your calls to voicemail if you… [More]
Why don’t my credentials work when I log back in to Genesys Cloud?
If you have difficulty logging in to Genesys Cloud, you may see… [More]
Why don’t the agents see an option to request for ACW when the queue is set to Agent Requested?
For more information about after call work settings, see Create and… [More]
Why is the time on my voice interaction counting down?
The timer for the state of your voice interaction counts down if… [More]
