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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 encompassing ACD skills, queue administration, routing, analytics, and agent assistance features. The platform uses ACD skills to match customers with suitable agents based on specific needs, allowing administrators to assign and manage skills across the organization. Queue management functionality enables creation, editing, deletion, and monitoring of queues, with support for designating members, associating wrap-up codes, and configuring alert timeout displays across interaction channels. Anomaly detection identifies unusual patterns in contact center performance for inbound and outbound voice, message, and email interactions on monitored queues. Administrators can create and manage wrap-up codes used by agents at interaction completion, configure ACD routing for email and message channels, and establish canned response libraries for frequently asked questions. The platform includes configurable analytics options to customize metric calculations in views and reports, panel manager functionality to set default agent interface panels, and agent assist capabilities that provide suggested FAQ responses during customer interactions. Additional features include contact center analytics configuration, interaction routing management, and outbound dialing 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 provides comprehensive automatic call distribution (ACD) capabilities that dynamically route customer interactions across multiple channels—including calls, chats, emails, and messages—by matching them with appropriate agents through sophisticated routing logic and rule-based decision-making frameworks. The platform evaluates incoming interactions by assessing skill requests and applying configured routing methods to assign work to available and qualified agents. Queue administrators configure interaction routing through multiple evaluation and routing methods that produce distinct routing behaviors. Available routing approaches include Conditional Group Activation, Predictive routing, Bullseye matching, Conditional group routing, Direct routing, Last agent routing, and work automation capabilities. These methods enable administrators to select evaluation approaches that determine skill request processing and specify standard ACD or specialized routing strategies tailored to organizational requirements. Skills-based routing functionality enables precise interaction matching by assigning ACD skills and languages to agents based on proficiency levels. This capability supports diverse interaction types across email, callback, SMS, and voice channels. Queue configuration settings define routing method usage, assign queue members to Bullseye rings, establish maximum interaction capacity per agent, and configure agent utilization and availability parameters through both static and dynamic utilization labels. Administrative capabilities encompass creating, configuring, editing, and deleting queues; managing ACD skills; assigning or removing agent skills; and implementing comprehensive queue and routing management across multiple channels. Additional routing features include ACD email routing, ACD message routing, callback functionality, SMS messaging, call routing configuration, ACD voicemail responses, and agent interaction management. The system supports email and message parking capabilities alongside complete implementation and ongoing administration through access to related resources covering routing fundamentals, messaging systems, email routing management, and automatic call distribution principles. Organizational-level configuration options are available for call routing, ACD email routing, and ACD message routing to support scalable interaction management across enterprise environments.

Genesys Cloud provides comprehensive outbound dialing capabilities enabling organizations to contact prospect and customer lists through automated, rule-based campaigns with integrated compliance and management features. The platform supports multiple dialing modes—preview, progressive, power, predictive, and agentless—alongside messaging capabilities including SMS, MMS, email, and WhatsApp campaigns. List management functionality encompasses CSV imports, template customization, and automated time zone mapping to ensure compliant dialing windows. The system includes do-not-call list compliance through internal and custom DNC lists with third-party scrubbing service integration, attempt controls to prevent excessive contact attempts, and Contactable Time Sets that define permissible dialing windows by time zone. Campaign management is facilitated through integrated dashboards displaying active campaign status, dialing progress, connect rates, and performance metrics, with administrators able to define campaigns by specifying contact lists, timing, contact methods, and agent scripts. The Sequences tab enables chaining multiple campaigns into sequences that can be started or stopped collectively, while the Schedule tab supports execution according to defined start and stop times. Advanced rule management governs pre-call, wrap-up, and digital campaign operations through rule sets that evaluate conditions to determine action execution, with support for data actions and wrap-up code mappings that flag numbers or contacts as uncallable. Call analysis responses detect whether calls reach live persons or answering machines and trigger corresponding actions. Scripting functionality ensures consistent agent interactions by displaying editable records, caller details, and contact information with designated fields for data collection. Analysis tools include call disposition tracking, response table configuration, and campaign performance monitoring through the Event Viewer. Role-based permissions using divisions control access to outbound dialing objects, while skill-based dialing enables call selection based on agent capabilities. Campaign operations support copying, editing, recycling, pausing, and deletion functions, with Outbound Settings enabling organization-wide configuration including abandoned call handling and Prefix Blocking features to control outbound dialing permissions.

Genesys Cloud provides performance and engagement tools designed to enhance agent productivity through development and feedback training modules, gamification, and performance management capabilities. Organizations can assign prepackaged Genesys Beyond training modules or create custom development and feedback modules to address knowledge gaps and drive performance improvements. The gamification feature applies game mechanics to performance-based metrics, motivating agents while enabling managers to track and manage performance systematically. Agents access assigned training modules and monitor their progress through gamification scorecards and leaderboards, providing visibility into individual and comparative performance metrics. These integrated capabilities support continuous agent development, performance tracking, and motivation within a unified platform.

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 functionality enables contact center managers and script designers to create guided instructions for agents processing interactions. The platform offers comprehensive scripting tools including script creation, editing, and management capabilities. Key features include customizable script pages, templates for reuse, external data integration, and various component types such as text, buttons, input fields, and web pages. Scripts can incorporate variables (basic, dynamic, and list), arithmetic operators, and custom actions triggered by specific events. The system supports secure pause actions, callback scheduling, and CRM record screen pops. Script components can be organized using vertical and horizontal stack containers, while properties like validation, visibility, and formatting can be configured globally. Contact list integration and template management facilitate efficient script deployment. The platform allows for importing/exporting scripts, division management, and preview/publish functionality. Agents can access these scripts during both inbound and outbound campaign calls, with specific features supporting outbound administration needs.

Genesys Cloud's speech and text analytics features provide automated capabilities to analyze 100% of customer-agent interactions through sentiment analysis, topic trend identification, voice transcription, agent empathy evaluation, and interaction categorization. Key functionalities include voice transcription for call review and evaluation, dictionary management to enhance transcription accuracy with organization-specific terminology, and agent empathy analysis to assess customer service representatives' emotional intelligence. Interaction categories enable administrators to build custom criteria for detailed insights targeting specific topics or terms, while interaction reprocessing allows retrospective application of topic changes across historical data. The platform delivers digital transcripts for evaluation and sentiment determination, alongside interaction with playback controls to analyze participant details and service quality. Sentiment analysis captures customer emotional responses regarding products and services, and topic analysis identifies customer concerns and business issues. These analytics generate business value by highlighting areas for improvement, recognition, and concern to enhance customer experience and employee performance. Topic Miner functionality analyzes voice and digital transcripts for discovering topics and phrases within conversations, enabling design and optimization of topics for spotting through Topic Trends and Detail views. The system supports mining external chat, call, email, and message transcripts, with capabilities to create topics from completed miners, duplicate miners, and delete miners as needed. Programs allow the system to search for and recognize phrases defined within topic inclusions. AudioHook Monitor integrates voice transcription features to stream conversation audio to third-party services for voice biometrics, transcription, recording, and Agent Assist processing. Process Automation Triggers enable supervisors and administrators to define rules that proactively initiate workflows based on specified conditions, with filtering capabilities by topics, sentiment, and empathy to support intelligent, customer-focused automation. These features collectively support conversation analytics, quality management, and automated workflow orchestration across multiple interaction channels

Genesys Cloud provides comprehensive customer feedback capabilities through its integrated survey and workforce engagement management system. The platform supports six question types, including Net Promoter Score, and enables custom survey creation for different interaction scenarios. Survey distribution occurs through two main channels: web surveys via configurable email invitations and voice surveys implemented through Architect flows post-agent interaction. The system features customizable forms, opt-out options, and the ability to transfer customers to surveys during or after interactions. Administrators can manage survey delivery policies while agents can initiate voice surveys or share web survey links during conversations. Performance tracking and analysis are available through dedicated views, including Performance and Detail views, with results accessible via the Quality tab. The platform integrates these survey tools with workforce engagement management features, interaction history tracking, and policy creation capabilities. Data visualization is supported through customizable dashboards, while privacy compliance and community support ensure proper implementation and troubleshooting assistance

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 workforce management delivers a comprehensive platform for optimizing contact center operations through integrated forecasting, scheduling, resource allocation, and adherence monitoring across six communication channels: voice, email, chat, callback, messaging, and workitems. The system operates through a hierarchical organizational structure comprising business units, management units, planning groups, and staffing groups, enabling forecasting and resource optimization aligned with organizational objectives. Service goal templates establish reusable performance standards at the business unit level, specifying service level, average speed to answer, and abandonment rates. Activity codes define specific activity types with interruptibility parameters and time classification, designating whether time counts as paid, work, or shrinkage time. Work plan management centralizes shift definitions and labor contract compliance through configurable patterns supporting permanent, temporary, and rotational allocations, with integrated activities such as breaks and meals and weekly constraints including minimum/maximum paid hours and maximum consecutive working days. The forecasting module employs multiple methodologies including Automatic Best Method, Weighted Historical Index, CSV import capabilities, and external forecast integration, with nightly calculations using continuous forecast methodology. Capacity planning identifies staffing gaps and hiring requirements, while load-based automated scheduling aligns with forecasted workloads and service goals. Manual schedule creation options and activity plans enable scheduling of recurring or ad hoc activities such as training sessions and compliance briefings. Time-off management features automated request evaluation with auto-approval and HR system integration, while shift trade functionality enables agents to exchange shifts through configurable approval workflows. Real-time intraday monitoring tracks schedule compliance at configurable intervals, comparing forecasted versus actual metrics with visual discrepancy indicators. Historical adherence analysis identifies trends and allows agent explanations that exclude explained time from adherence calculations when approved. The Opportunities feature enables schedulers to create structured, time-bound work assignments that agents can request, with approved opportunities automatically applied to schedules. Agent self-service capabilities enable schedule viewing, time-off requests, and shift trades through desktop and mobile interfaces. Work plan bidding enables agents to bid for available work plans through transparent processes evaluated based on seniority, performance, or operational needs, while work plan rotations create weekly sequences of rotating plans for balanced workload distribution. Administrative features include historical data import/export via CSV, customizable display options, API integration, audit logging, and permission management. The platform requires specific access control permissions and operates within defined configuration limits, supporting multiple schedule management operations including generation from forecasts, copying existing schedules, and blank schedule creation with comprehensive administrative controls for display options, time zones, and target percentages for interaction metrics.