FAQs: Business users

Genesys Cloud includes three independent concepts that people often call locations:

• A location is a specific, physical place with an address. An admin configures locations. Locations appear in the Location section of your profile.

• A geolocation is a geographic area that Genesys Cloud determines by IP address. An admin can enable or disable geolocation for an organization. Your geolocation appears near your name and photo on your profile page, on your contact card, at the top of a chat window, and in Genesys Cloud search results for your organization.

• A site is a container for phone and BYOC Premises Edge configuration information and must have a designated location. While a site can have the same name as a location, the two are independent concepts. A telephony admin configures sites.

Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins:

• The same account logs in to web app on multiple tabs or browsers.
• The same account logs in to the desktop app and in the web app.
• The same account logs in on different computers at the same time.
• The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time.
  Note: If configured correctly, agents can use the Genesys Cloud desktop or browser client as the primary client while still using the embedded client concurrently. For more information, see Disable WebRTC audio and alerting notifications.

Multiple concurrent logins can cause these and other problems:

• Unsuccessful phone interactions
• Missed notifications
• Unrefreshed views
• Unreliably updated statistics in dashboards
• Other inconsistent behavior

Issues arise partly because each client has a limited number of notification channels for these events. More than one concurrent login can cause a notification channel to close. For more information about notification channels, see Use the notification service in the Developer Center.

Because you may not see these issues, Genesys Cloud notifies you if you lose your connection. If you see this notification, close any other instances of Genesys Cloud and refresh the app.

You can change your email address, and you can add email addresses, but your profile must always have a primary email address.

If you have difficulty logging in to Genesys Cloud, you may see this message:

There was problem logging you in. Please check your email address and password and try again.

After six unsuccessful consecutive login attempts, Genesys Cloud temporarily locks your account. You can try to log in again after five minutes.

Reasons for unsuccessful logins:

• You typed your email address and/or password incorrectly. 
• If your administrator set a password expiration policy, your password may have expired.

Solutions:

• Reset your password. See Set your password in Log in for the first time.
• Contact your administrator to reset your credentials.

Genesys Cloud features benefit from the use of various tokens with varying lifespans. When you access any Genesys Cloud feature with an expired token, you must re-authenticate.

Users in HIPAA organizations are logged out of Genesys Cloud when their browsing session expires. Users are directed to the Genesys Cloud login page and must re-enter their credentials. If users are on a call when the browsing session expires, the call is not interrupted. When the call completes, users are directed to the Genesys Cloud login page and must re-enter their credentials.

Users in non-HIPAA organizations are automatically re-authenticated when their browsing session expires. The re-authentication process causes Genesys Cloud to reload. Users are returned to the page they were on when the browsing session expired. If users are on a call when the browsing session expires, the call is not interrupted. Users can choose to re-authenticate automatically after the call ends.

To prevent interruptions, Genesys Cloud sends your calls to voicemail if you are in any of the following statuses: Busy, Break, Meal, Meeting, Training, Out of Office, or Offline. If you are an agent, On Queue, and completing a voice interaction, Genesys Cloud can also send incoming non-interaction calls straight to voicemail, depending on how your administrator has configured agent utilization. For more information about statuses and their effects, see Presence, status and activity indicators or Agent presence, status, and activity indicators.

If you have a physical phone set as your default phone, then you can make and receive calls on that phone even if you are logged off of Genesys Cloud. Ask your administrator if you are unsure which phone is your default phone. If you are an administrator and want more information about how to assign a default phone to a user, see Assign a default phone. 

If you do not have a physical phone set as your default phone and are logged off of Genesys Cloud, then you can still receive calls to your phone number in Genesys Cloud. Before you log off, enable call forwarding. Genesys Cloud forwards any calls made to your Genesys Cloud number to the number of your choice. 

A chat room can have a maximum of 1000 participants. If a group chat room has 1000 participants, then Genesys Cloud considers it full, and you can only browse the group chat’s history. You cannot join the chat, post messages, or search chat history until other users leave the chat room.

In order to see Documents, you must have the Employee role or any role with the Content Management User permission. Contact your administrator for assistance.

In order to see a group workspace, you must be added as a member of it. If you don’t see the group workspace you want, ask your admin to add you as a member to that group workspace.