Administrators

Genesys Cloud system requirements detail supported browsers, operating systems, hardware, and components. Self start provides Resource Center access, training, and events for self-service onboarding. Genesys Cloud Collaborate enables people management, user roles, document workspaces. Communicate adds telephony for phone, conferencing, voicemail. Contact center includes multichannel routing, campaigns, IVR, quality management, reporting, and scripting.

Genesys Cloud's Account Settings allows administrators to view usage information like users, devices, and resources, upgrade subscriptions to access more functionality, configure organization settings like voicemail and language, set data filtering rules to redact sensitive information in digital channels, and manage licenses.

Genesys Cloud Architect allows administrators to link predefined operations to create simple or sophisticated menu applications for routing interactions to agents, queues, voicemail, external numbers, or other flows. Key capabilities include playing audio, digit collection, data dips, conditional logic, expression editing, inbound/outbound call flows, in-queue flows, secure flows, voicemail, chat, email, and message flows. Architect enables workflow automation and integration of AI bots. You can create Genesys Dialog Engine and Digital bot flows, call bot flow actions, and view usage in Flow Insights. Flow settings allow configuring languages, TTS, and more. Flow outcomes and milestones gather self-service data. Flow resources include audio, actions, expressions, and the task editor. Genesys Cloud Architect provides a visual editor to design and build voice and digital flows. Key capabilities include managing flows, working with prompts, dependencies, variables, expressions, and resources like audio sequences. Architect provides tools to import, export, publish, and maintain flows. Best practices cover topics like failure handling, callbacks, data types, expressions, and more. Architect enables building advanced IVR and conversational AI flows.

Genesys Cloud offers voice and chat bot integrations for use in Architect interaction flows. Administrators can integrate bots like Genesys Digital Bot Flows, Genesys Dialog Engine Bot Flows, Amazon Lex, Amazon Lex V2, Google Dialogflow CX, Google Dialogflow ES, Genesys Bot Connector, Nuance Mix Bot, and third-party bots to enable conversational interactions with customers in voice and digital channels. Features like Agent Assist, knowledge management, intent mining, quick replies, cards, carousels, and the postUtterance API enhance bot capabilities. Solutions and best practices help maximize capabilities like advanced chat routing and Predictive Engagement, which replaces self-service menus with natural language bots. Genesys Cloud provides a range of channel, bot, and touchpoint options that can be compared.

Genesys Cloud is an extensible customer experience platform that enables Bring Your Own Technology through integrations with third-party text-to-speech, speech-to-text, and bot engines. It offers per-turn and per-invocation pricing models, integration with engines like Microsoft Azure, Google Cloud, Amazon Polly, and Nuance, and capabilities like PCI DSS compliance, language support, and testing playback. Architect flows can leverage these integrations to enable voice bots, transcribe utterances, and customize voice playback.

Genesys Cloud co-browse allows agents to see and interact with a customer's view of your website during Messenger web messaging and voice interactions. Administrators can configure Messenger to enable website visitors to share screens from your website with agents. Key capabilities include setting up and using co-browse for Messenger, managing co-browse sessions, and meeting co-browse requirements. Use cases include enabling website visitors to get live agent assistance as they navigate your site.

of the key points from the text, following the specified format: Genesys Cloud provides capabilities for contact center management including skills, queues, wrap-up codes, routing, canned responses, analytics, and agent assist. Skills are used to match customers with suitable agents. Queues can be created, edited, deleted, and assigned to agents with configurable timeouts. Wrap-up codes are used by agents after interactions. ACD routing for emails and messages can be configured. Canned response libraries help agents respond to common questions. Analytics options can be configured. Default interaction panels for agents can be set. Agent assist suggests FAQ responses during customer calls.

of the key points from the text, following the specified format: Genesys Cloud provides Directory features to manage groups, work teams, locations, profiles, and external contacts. The Directory lists people, groups, locations, and external contacts. Create and manage groups to connect users based on skills, relationships, locations, etc. Add people to groups or use group membership rules. Create and manage work teams so supervisors can organize agents they manage. Use work teams to monitor, schedule, and filter performance. Add locations like cities and buildings so users can add them to profiles. Upload floor plans and show office locations. Assign and remove locations from user profiles. Customize profile configuration by adding/renaming sections and fields. Change profile labels and manage translations. Build a repository of external organizations and contacts. Create external organizations, contacts, relationships, and notes.

Genesys Cloud provides capabilities for administrators to manage group workspaces, control access through membership, and audit changes made to files and workspaces. Administrators can create and configure group workspaces with default tags, add or remove members to control access, and assign different access levels. The audit trail provides detailed records of all changes to enable oversight. My workspace is a personal workspace for each user. Administrators can also create, delete, and manage membership of shared group workspaces.

Genesys Cloud supports outbound and inbound email interactions. Outbound emails can be used for campaign management or agentless email notifications. Inbound emails are routed to agents like calls and chats using routing and evaluation methods. Agents can send emails to customers and respond to incoming emails. Email interactions can be analyzed for details and performance. Specific email features in Genesys Cloud include ACD email routing, outbound email campaigns with personalized templates, campaign management, agentless email notifications, email interaction analytics, email threading configuration, email delivery receipts, canned responses, and email interaction search. Key technical details include email rate limits and pricing models for campaigns and notifications.

Genesys Cloud Voice is an Internet-based telephony service that you can activate for use with your Genesys Cloud organization. It provides public telephony access to any Genesys Cloud services to which you subscribe, such as Communicate or the Genesys Cloud call center. You can purchase phone numbers from Genesys Cloud or port numbers from your current carrier. When you have phone numbers in the Genesys Cloud Voice system, you can assign them to users, IVR systems, managed phones, or campaigns. Genesys Cloud Voice is available globally with some country-specific regulations. It uses AWS regions for deployment. You can pair your Genesys Cloud Voice numbers to compatible phones, including the Genesys Cloud web-based phone. Genesys Cloud Voice includes Enhanced 911 emergency services, though certain failures may prevent operation. You must configure emergency locations and affix warning labels. When setting up Genesys Cloud Voice, you specify a location and site. Usage is billed on a monthly cycle. Pricing sheets and rate schedules provide current rates. You can download usage reports and reconcile invoices.

Genesys Cloud integrates with various tools, systems, services, and applications to connect Genesys Cloud capabilities with external systems. Genesys Cloud offers preconfigured CX Accelerators, an AppFoundry marketplace, OAuth scopes, and integrations with voice/chatbot platforms like Amazon Lex and Google Dialogflow. It integrates with CRM systems like Salesforce and ServiceNow to unify customer experiences. Additional integrations support external contact sync, quality management, single sign-on, speech/text, and UC platforms like Microsoft Teams. Genesys Cloud provides developer tools to build custom integrations, connectors to send real-time data, and webhooks to trigger automated actions. These integrations expand Genesys Cloud's contact center capabilities and allow creating customized solutions.

Genesys Cloud ACD dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent. Genesys Cloud ACD concepts include processing, flow, queue design, routing methods, and making rule-based decisions. Interaction routing is configured for each queue to indicate routing methods, assign queue members, and define capacity. Skills-based routing requires adding ACD skills and languages and assigning them to agents. Other features include email, callback, and SMS routing. Key capabilities include matching interactions to agents, configuring queue routing, and skills-based routing. Use cases include efficiently routing calls, chats, emails, and messages to available and qualified agents.

Genesys Cloud's knowledge workbench allows knowledge authors to create and manage knowledge bases with predefined question and answer articles that respond to customer queries. Key capabilities include adding questions and answers to knowledge bases to enable responses to conversations, organizing articles into categories and labels, creating and editing articles for different touchpoints like bots and agents, viewing article analytics, optimizing knowledge bases by improving article quality, and integrating third-party knowledge sources. The knowledge portal presents knowledge articles to customers so they can self-serve and search articles or initiate conversations with bots or agents. The portal provides resources to help design and build bots and bot flows in Architect, including guides on Genesys Cloud AI, adding knowledge to bots, Genesys Dialog Engine, creating bot flows, building digital bots in Architect, and general bot information. Key capabilities covered include leveraging AI, designing conversations and dialog flows, integrating bots with Genesys Cloud, and using Architect to develop bots. The portal aims to provide comprehensive materials to enable building capable and effective bots on the Genesys Cloud platform.

Genesys Cloud messaging enables agents to respond to customer interactions from various asynchronous messaging channels, including third-party messaging platforms, inbound SMS, Genesys Cloud web messaging, and open messaging. Genesys Cloud messaging provides capabilities to engage customers on their own messaging platforms like Facebook Messenger and WhatsApp by creating messaging apps. Organizations can also provide phone numbers to support inbound SMS messaging. Web messaging allows engaging customers online through predefined messenger windows. The open messaging integration facilitates asynchronous Genesys Cloud messaging with third-party systems. Key technical details include integration with third-party platforms, inbound SMS, web and open messaging capabilities.

Genesys Cloud provides outbound dialing capabilities to automatically reach out to prospects and customers by dialing contact lists according to configurable rules. It supports various dialing modes and campaign types like lead generation, collections, and customer satisfaction surveys. The platform provides campaign management, contact list management, and tools to control outbound activities. Key features include call analysis to handle different interaction outcomes, rules to trigger actions during campaigns, wrap-up codes to categorize calls, scripts to guide agent interactions, and settings to configure global outbound parameters. Genesys Cloud also provides contact list, import template, do not call list, attempt control, time set, and call analysis response management to optimize outbound campaigns.

of the text section, following the exact format specified: Genesys Cloud allows administrators to add people to the organization, edit profiles, assign roles and permissions, manage pairings between organizations, and use divisions to separate and group configuration objects. Permissions let users perform tasks like creating groups, setting up integrations, and supervising contact center activity. Administrators can add people individually or via bulk CSV import, edit profiles, assign permissions and phones, and invite new users. Roles grant sets of permissions, and divisions separate configuration objects. Administrators can also manage pairings between organizations and attribute-based access control policies.

Genesys Cloud provides tools to improve agent performance and engagement through development and feedback training modules, gamification, and performance management capabilities. Agents can be assigned prepackaged or custom training modules to bridge knowledge gaps. Gamification applies game mechanics to motivate agents, manage performance, and drive development. Agents access assigned training modules and track their gamified performance scorecard and leaderboard.

Genesys Cloud provides detailed metrics on API usage to help administrators reduce unnecessary API calls and subscription charges. The API Usage report shows the number of API requests made by the contact center and which clients make those requests. This allows administrators to identify areas to optimize API usage. Future releases will provide additional platform usage metrics to further improve monitoring and optimization of Genesys Cloud usage.

Genesys Predictive Engagement is an AI-powered customer engagement solution from Genesys Cloud that analyzes website visitors' behaviors, predicts desired outcomes, and personalizes engagements to help achieve those outcomes. Key capabilities include visitor tracking, journey segmentation, configurable engagement actions like web messaging, web chat, and content offers, integration workflows, and analytics reporting. It enables web messaging, web chat, tracking visitor journeys, creating personalized action maps, integrating with other systems, providing analytics, customizing tracking, integrating mobile apps, and building third-party integrations. Use cases include personalizing web engagements, optimizing mobile experiences, and enabling customized third-party integrations. Genesys Cloud's Predictive Engagement provides advanced chat routing, integration with tag managers, pre-configured settings, customer journey data for agents, and is priced per event.

Genesys Cloud provides quality management capabilities that allow managers to record and evaluate agent interactions to improve the contact center experience. Managers can also coach agents to enhance performance. Quality management provisioning and implementation details are provided, along with roles, permissions, policies, and administration. Evaluators can review and score customer interactions. Coaching appointments help agents improve. Speech and text analytics provide automated analysis of conversations for customer-agent insight. Specific features include evaluation forms, calibration, recording annotations, disputes, monitoring, and text analytics.

Genesys Cloud supports call recording and screen recording capabilities. Call recording allows policies to determine which ACD calls to record and retain. Users can choose to record calls and access recordings later. Screen recording enables recording an agent's screen during ACD interactions for quality management.

Genesys Cloud provides real-time and historical dashboards and views to monitor contact center performance metrics for managers, supervisors, and agents. The platform offers configurable views to visualize metrics for contact centers, queues, agents, interactions, campaigns, callbacks, and workforce. Dashboards consolidate metrics from multiple views into a single screen. Genesys Cloud also enables comprehensive analytics into agent, campaign, interaction, queue, and flow performance to identify trends, optimize operations, and improve customer experience. Key capabilities include monitoring agent activity, evaluating campaign effectiveness, analyzing queue and routing performance, tracking flow outcomes, and customizing views. Supervisors can view assigned and completed interactions, monitor evaluations, and access dashboards on mobile. Main dashboards cover campaigns, quality management, knowledge management, and agent assist. Administrators can configure analytics options like metric calculations. The analytics workspace contains common contact center metrics for service level, handle time, abandon rate, and more.

of the key points from the text, following the specified format: Genesys Cloud routing includes features for administrators to set up schedules, configure call and message routing, plan for emergencies, and store data in data tables for use in Architect. Genesys Cloud offers interaction routing, work automation, scheduling, schedule groups, call routing, message routing, emergencies, data tables, flow outcomes, milestones, and reporting capabilities. Routing features allow mapping call and message flows, configuring skills-based routing and queues, defining tasks and processes, modifying routing during emergencies, storing data locally, tracking self-service performance, and generating reports. Key technical details cover configuring methods like ACD, using actions like Data Table Lookup, leveraging capabilities like skills-based routing, and accessing tools like Architect flows and Flow Performance views. The features enable flexible, efficient contact center routing.

Genesys Cloud's rule-based decisions allow users to define specific input conditions to produce outcomes aligned with business requirements. With a combination of rule schemas, decision tables, and Architect flows, robust logic can be implemented to manage system inputs effectively. Users can create rule schemas and decision tables, which Genesys Cloud executes when defined conditions are met, taking the corresponding action. Architect flows execute the decision tables. Key capabilities include creating, editing, and viewing rule schemas and decision tables, as well as executing decision tables through Architect flows. This allows complex scenarios with multiple variables to be handled through customized conditional logic.

Genesys Cloud's scripting allows contact center managers to create scripts that guide agents through interactions. Script designers build instructions using the script editor to add pages, components like visual controls, and actions. Scripts can look up external data, configure secure pauses, schedule callbacks, and associate with contact lists. The script editor provides tools to manage variables that store collected information and invoke actions when components are clicked or change. Key capabilities include creating, editing, previewing, and publishing scripts. Script designers can customize script layout, navigation, settings, and components like templates. Overall, Genesys Cloud scripting provides robust tools to create scripts that optimize agent workflows for different use cases.

Genesys Cloud's speech and text analytics features provide automated capabilities to gain insights into customer-agent conversations through sentiment analysis, topic trends, voice transcription, agent empathy analysis, interaction categories, digital transcripts, interaction overview, and more. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Key capabilities include analyzing 100% of interactions, discovering topics and phrases of interest, determining customer sentiment, evaluating agent empathy, categorizing interactions, transcribing calls, monitoring audio, and enhancing transcription with dictionary management. The platform enables businesses to uncover deep insights from conversations to boost customer experience.

Genesys Cloud offers three telephony connection options - Genesys Cloud Voice, Bring Your Own Carrier (BYOC) Premises, and BYOC Cloud - to provide convenience and flexibility. Administrators can configure trunks, sites, phone management, certificate authorities, DID numbers, extensions, and extension pools. Key capabilities include managing SIP phones, configuring managed and unmanaged phones, assigning DID and toll-free numbers, and adding extension number ranges. The telephony features enable call routing, classification rules, and interoperability between Genesys Cloud and third-party devices.

Genesys Cloud triggers allow customers to configure reactions to specific events within Genesys Cloud. Triggers can be created and managed through the Genesys Cloud interface to set conditions that execute actions like sending webhooks or emails when triggered by events like unanswered outbound calls from the platform. Key technical details include purchasing required licenses, creating triggers via the Genesys Cloud UI, setting conditions to filter events, and configuring actions like sending webhooks or emails. Use cases include automating reactions to events like unanswered calls, Operational Console events, and filtering platform events.

Genesys Cloud troubleshooting provides links to conceptual information and best practice recommendations for various Genesys Cloud features. Work with Product Support to open cases to resolve issues. Troubleshoot before calling Product Support by gathering conversation IDs, console logs, network logs, and correlation IDs. Pair your Genesys Cloud organization to Product Support's organization. Watch troubleshooting videos for common problems. Investigate events and diagnose issues using Audit Viewer, Scheduled log capture, On Demand capture logs, and Operational Console. Troubleshoot general features like System Status, desktop app, calling, and Architect flow authoring. Solve third-party technology integration issues with Amazon Lex and Google Dialogflow. Troubleshoot integrations like embedded clients and data actions. Address phone, WebRTC, and video chat problems. Troubleshoot Edges, trunks, and networks by viewing topology, assessing readiness, and managing firewall settings and bandwidth.

Genesys Cloud's customer surveys allow contact center managers to invite customers to provide feedback about previous interactions. Create web or voice survey forms, flows to send surveys, and policies to determine when to send them. View completed survey results and metrics in the Quality Summary tab.

Genesys Cloud provides web chat widgets that allow customers to chat with contact center agents directly from a website. There are different widget versions with varying features like Predictive Engagement, user authentication, and configuration options. To implement web chat, create a widget in Genesys Cloud and add code to the website. Website developers can customize widget appearance, enable authenticated chat, and use APIs. Agents can set their name and image, respond to chats, and use tools like the Web Chats developer tool. Other Genesys Cloud features like Predictive Engagement and screen sharing integrate with the widgets. Solutions and best practices enable customers to maximize the value of the widgets and features.

Genesys Cloud's Workforce Engagement Management (WEM) offering provides a comprehensive workforce optimization solution to drive results and employee satisfaction. Key capabilities include call and screen recording, quality management, performance management, speech and text analytics, workforce management, development and feedback modules, gamification, and web surveys. WEM simplifies the agent experience and helps organizations manage and improve contact center interactions. Specific features include recording ACD calls based on policies, evaluating agent interactions, automated analytics of conversations, configuring and managing the workforce, creating feedback modules, gamifying performance metrics, and surveying customers post-interaction. WEM provides deep insight into customer-agent conversations and helps drive agent performance and knowledge.

Genesys Cloud provides AI-powered forecasting, optimized employee scheduling, time-off and shift trade management, and real-time adherence tracking to align staffing with demand. Key capabilities include demand forecasting, automated schedule optimization, capacity planning, time-off requests and approvals, shift trades, real-time adherence monitoring, and historical adherence analysis. Use cases include predicting workload and staffing requirements, enabling work-life balance through self-service scheduling, adapting to intraday changes, and optimizing service levels. Activity codes define specific agent activities like meeting and training times. Work plans centralize shift rules, schedules, and activities into structured agent schedules. Work plans can be assigned to agents, rotated for variety, and bid on by agents. Forecasts leverage historical data and methods to enable efficient workforce planning. The main forecast is calculated nightly using the latest data and trends. Capacity planning shows staffing needs without schedules. Time-off management enables agent requests within set limits. Schedules can be generated automatically from forecasts or manually, adjusted in real-time, overlayed with historical data, and shifted via configurable trade rules. APIs, documentation, forums, and a developer center provide additional support.