FAQs: Contact center agents


What does Not responding mean?

When an agent declines or does not answer an interaction within a [More]

Why do multiple concurrent Genesys Cloud logins cause problems?

Genesys Cloud does not support multiple concurrent logins to the same account. [More]

What do the timers in an interaction mean?

The first timer shows how long the interaction has been active. Depending [More]

Can I remove my email address from my profile?

You can change your email address, and you can add email addresses, [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 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 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]

Can I attach files to an ACD email message?

You can attach most types of files to an ACD email reply [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]