Genesys Cloud provides contact center agents with capabilities to get started, prepare for interactions, accept interactions, request assistance, gauge performance, and log out. Agents can complete training, log in, set up their profile and select a phone. They can manage presence, status, and queues to accept voice and other interactions. During interactions, agents can request supervisor assistance. Performance dashboards allow agents to review evaluations and compare their metrics. Agents should log out at the end of each shift.

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 enables agents to manage customer interactions through multiple communication channels and automated features. The platform supports voice calls, emails, web chats, messages, callbacks, voicemails, and workitems. Agents can go on/off queue, manage multiple simultaneous interactions, and utilize the Agent Workspace interface. Key features include Predictive Engagement for customer journey tracking, co-browse capabilities for web messaging, and Agent Assist powered by Google CCAI. The system allows agents to transfer interactions, use canned responses and scripts, access interaction history, and complete after-contact work (ACW) with notes and wrap-up codes. Agents can request supervisor assistance, manage external contacts, and utilize focus mode. The platform includes queue management, media settings configuration, and specific permissions for different agent tasks. Work automation is available for EMEA (UAE) and EMEA (Zurich) regions, and interaction links can be shared with managers and admins for record access.

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.