FAQs: Contact center agents

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 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]