Contact center managers home

Genesys Cloud contact center contains all of the features of Collaborate and Communicate along with contact center services for integrating multichannel routing, outbound campaigns, speech-enabled IVR, recording and quality management, reporting, and graphical scripting. To get started administering Genesys Cloud contact center, complete the procedures for Collaborate and Communicate, complete the online training course Introduction to Genesys Cloud for Supervisors, create queues, set up wrap-up codes, create a call flow, add schedules and configure IVR routing, provide agents with information about configuring settings, send agents information about making calls, see advanced setup resources for administrators (optional), and conduct user acceptance testing (UAT).

Genesys Cloud provides comprehensive contact center management capabilities through various features including ACD skills, queue management, and analytics tools. The platform uses ACD skills to match customers with appropriate agents based on specific needs and expertise. Queue management allows administrators to create, edit, and delete queues, assign members, set alert timeouts, and associate wrap-up codes. The system supports customizable wrap-up codes for interaction documentation, ACD routing for emails and messages, and canned response libraries for common inquiries. Analytics configuration options enable customization of metric calculations in views and reports. Additional features include Panel Manager for controlling agent interaction displays and Agent Assist functionality that provides FAQ suggestions during customer calls. The platform integrates with Google CCAI for enhanced agent assistance capabilities.

Genesys Cloud provides contact center managers and supervisors with performance tools to monitor interactions, agents, queues, and other aspects of their contact centers in real time and historically through reports, views, and dashboards. Features include queue and agent management to activate agents in queues, monitor live interactions, and activate/deactivate agents. Alerts and alert rules can also be administered.

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.

. The platform's list management system enables sophisticated contact handling through CSV imports, template customization, and automated time zone mapping. Key features include do-not-call list integration, attempt controls, and customizable dialing schedules. Advanced rule management capabilities govern pre-call, wrap-up, and digital campaign operations, while scripting functionality ensures consistent agent interactions. The system incorporates comprehensive analysis tools, including call disposition tracking, response table configuration, and campaign performance monitoring through the Event Viewer. Time zone compliance, contact attempt limitations, and regional call analysis support ensure efficient and compliant outbound operations.

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's quality management system enables recording and evaluation of agent interactions to enhance contact center performance. The platform features comprehensive evaluation tools, including customizable evaluation forms, scoring policies, and AWS recording export capabilities. Key functionalities include real-time interaction monitoring, coaching appointments, dispute management, and AI scoring. The system supports both in-progress and recorded interaction evaluations, with annotation capabilities and assignee delegation options. Speech and text analytics automatically analyze 100% of customer-agent conversations, providing detailed insights into interactions. Quality administrators can create and modify evaluation forms, set weights for scoring criteria, manage security policies, and coordinate coaching sessions to improve agent performance. The platform includes a quality evaluator dashboard and supports calibration processes for consistent evaluation standards.

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'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'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's workforce management system delivers comprehensive tools for forecasting, scheduling, and employee management through an AI-powered platform. The system organizes operations through business units, management units, and planning groups while supporting multiple media types including voice, email, chat, and messaging channels. Core functionality encompasses real-time adherence monitoring, intraday change tracking, and flexible shift management, all governed by specific access permissions and division-based structures. Employees benefit from self-service capabilities including time-off requests, shift trades, and schedule flexibility options via desktop and mobile interfaces. The platform utilizes planning groups and staffing groups to organize agents with similar skills, while activity codes define schedule parameters for paid time, work time, and time-off eligibility. Work plans serve as central configurations for shift definitions, weekly constraints, and work plan rotations, supported by a bidding system for employee schedule preferences. Forecasting capabilities include multiple methods such as Automatic Best Method, Weighted Historical Index, and external forecast integration. The system provides capacity planning tools to analyze staffing requirements and determine hiring needs. Time-off management features automated request evaluation, daily maximum hours limits, and HR system integration. Real-time schedule management includes shift trade management, adherence tracking, and historical analysis with explanation capabilities. The platform supports workforce optimization through detailed monitoring tools and automated scheduling processes while offering agent self-service options. Data management capabilities enable import/export functionality for historical interaction data and agent information, supported by comprehensive API documentation and community resources.