Genesys Cloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. Genesys Cloud is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment that provides secure access to organizations around the world with a marginal IT footprint.

Each layer of service integrates with the others for a unified experience. 

• The Genesys Cloud Platform provides the core architecture for all other services. This includes all of the APIs that power the browser, mobile, desktop, and telephony applications.
• Genesys Cloud Collaborate is a social media app that contains data about the people in a workplace and includes ways to connect with them, such as chat, video, and document sharing. Learn more about Genesys Cloud Collaborate.
• Genesys Cloud Communicate adds telephony features to Collaborate, making it a unified communications solution. Features include phone, voicemail, conferencing, and transfers. Learn more about Genesys Cloud Communicate.
• Genesys Cloud contact center uses the telephony foundation of Genesys Cloud Communicate to operate a contact center service that handles every aspect of customer interactions, including interactive voice response (IVR), automatic call distribution (ACD), skills-based routing of phone calls, emails, web chats,  and much more. Learn more about Genesys Cloud contact center.

To allow users access to this feature, administrators must assign the following permission to a user’s role: UI > New Genesys UI Navigation > Enable. For more information, see Access control permissions overview.

Access the menu

• To access the main menu, click any of these options:
  • Menu
  • Go back
• To hide the menu and expand your workspace, click Close.

Navigate the menu

To quickly access the agent workspace, click Agent Workspace. Here, you can manage your profile, work with conversations, access canned responses, create notes, schedule callbacks, complete wrap-up codes, and more. You can also resize and rearrange panels based on your preference.

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• To open and view or edit your profile, click the avatar in the upper right corner.
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• To make and manage calls, select the preferred phone, forward calls, or activate queues, click Calls.
• To open the chat window, click Chat.
• To open Collaborate chat in a new window, click popout .

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• To go on or off queue, in the upper right corner of Genesys Cloud, use the Off Queue | On Queue button to set your preferred queue status.
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• In the upper right corner, in the Search for pages, people, groups, and locations box, begin typing the first few letters of your search. For example, a workspace, a person’s name, a group name, or a feature name. The search results return results from pages and the Genesys Cloud directory. The results also display the menu navigation path to go to these pages. Click the appropriate item to continue.
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• Genesys Cloud returns search results with the most likely matches. To view more results, click View all page results or View all Directory results.
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The Genesys Cloud Help view provides several resources to find the latest release information, provide in-app help for a particular feature, and access supporting resources.

• Click the Help button from any page to access Resource Center in-app documentation for the current page.
• Click the Release Notes tab to view and subscribe to the most recently released features.
• Click Resources to find more assistance such as the Community, training, knowledge network, and more.
• Use the Search tab to find supporting articles.

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