Contact center agents home

Genesys Cloud equips contact center agents with essential tools for managing customer interactions and daily operations. The platform enables agents to complete initial training through the Introduction to Genesys Cloud course, set up their profiles, configure phone settings, and manage presence status. Agents can select specific queues to work in, toggle their availability with On Queue/Off Queue controls, and handle incoming voice and digital interactions. The system provides real-time supervisor assistance functionality during active interactions. Performance monitoring features include evaluation reviews, historical performance metrics compared to team benchmarks, and queue activity tracking through dashboards. Agents can customize their profiles with names and images, manage personal settings for collaboration, and must properly log out at shift end. The platform supports both voice and web messaging capabilities while offering comprehensive performance tracking and evaluation tools.

Genesys Cloud embedded clients are variants of Genesys Cloud's contact center services, either inside third-party systems or as browser extensions for use with any web app. They support various interaction types like click-to-dial, screen pop, call forwarding, and scripts. Third-party integrations include Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, and Genesys Cloud for Microsoft Teams. Browser extensions include Genesys Cloud for Chrome and Genesys Cloud for Firefox. Genesys Cloud Embeddable Framework allows custom integrations using exposed actions and methods, which can be deployed privately or publicly on AppFoundry.

Genesys Cloud delivers a unified platform that empowers agents to manage multi-channel customer interactions through an integrated Agent Workspace interface. The system supports voice, email, web chat, messages, callbacks, and voicemails while enabling simultaneous interaction handling and queue status control. Core functionalities include Predictive Engagement for customer journey tracking, co-browse capabilities, and AI-powered Agent Assist through Google CCAI. Agents can execute essential tasks such as interaction transfers, utilize canned responses, access interaction histories, and complete post-contact documentation. The platform features comprehensive queue management, configurable media settings, and role-based permissions, with work automation available in specific EMEA regions. Advanced capabilities include agent empathy analysis, Genesys Agent Assist, and Genesys Agent Copilot, alongside workforce management tools and various integrations. Additional features encompass focus mode, supervisor assistance requests, external contact management, and interaction link sharing for enhanced collaboration and oversight.

Genesys Cloud provides performance management capabilities for contact center agents including scorecards, leaderboards, module assignments, feedback, evaluations, and coaching appointments to track agent performance, guide development, and enable continuous improvement. Key features include agent activity tracking, development and feedback modules, released evaluation review, and visibility into coaching appointments.

Genesys Cloud provides agents with workforce management capabilities to access schedules, view adherence, submit time-off requests, and manage shift trades from the agent dashboard. Agents can view schedules by week, month or year and receive out of adherence notifications. They can also submit and manage time-off requests, view approved and pending requests, and view time-off notifications. Additional features include shift trades, picking up extra shifts, browsing for alternative shifts to trade, and providing adherence explanations. The Genesys Tempo mobile application allows agents to manage schedules from personal devices.