Resources for administrators

AI-generated summary

Genesys Cloud provides administrators with comprehensive resources to customize and manage contact center operations across multiple functional areas, including agent permissions management, alert administration, and Architect—a drag-and-drop flow designer for auto-attendant creation. The platform supports document management through secure enterprise-level repositories, directory administration for groups and ACD skills configuration, and dynamic interaction-to-agent matching through Genesys Cloud ACD. System integrations facilitate data management, while organization settings and queue management enable operational control. Outbound dialing campaign management with scheduling options, people and permissions administration including role assignment and organizational divisions, and quality management for recording and evaluation policies round out the administrative toolkit. Reporting capabilities deliver real-time and historical metrics accessible to supervisors and executives, supporting data-driven decision-making. The platform includes scripting functionality that displays caller and contact details to agents with customizable fields for information collection and updates, enabling consistent customer interactions. Speech and text analytics capabilities can be configured to deliver comprehensive insights into customer-agent interactions through automated analysis. Telephony features enable configuration of Edge infrastructure, phone management, IVR setup, and related telecommunications functions. These integrated administrative tools enable organizations to optimize customer experience across channels by matching interactions to appropriately skilled agents, monitoring performance, and generating actionable insights through analytics and reporting features. The documentation supports multiple user roles including agents, administrators, developers/engineers, partners, supervisors, and support personnel, with feedback mechanisms available for users to report content accuracy, clarity, and helpfulness.

Depending on your next steps, click the appropriate link below to access detailed administrative resources and tasks.

Category	Description
Administration	See About Administration to learn how to customize your Genesys Cloud organization.
Agent permissions	See About agent interactions to learn more about the different tasks an agent can perform to handle an interaction and the permissions required to enable agents complete the tasks.
Alerts	See About Alert administration to learn how to manage your alerts and alert rules.
Architect	See About Architect to learn how to use this drag and drop web-based design tool to create auto-attendant flows for media types, and much more.
Documents	See About workspaces to see how Documents helps you administer the storage, organization, and sharing of all types of files securely with our enterprise-level content repository.
Directory Admin	See About Directory Admin to learn how to set up groups, locations, ACD skills, and profile layouts and labels.
Genesys Cloud ACD	See About Genesys Cloud ACD to learn how to dynamically match customer interactions and agents.
Integrations	See About Integrations to learn how Genesys Cloud integrates with systems that companies use to manage data on their people and operations.
Organization	See About Organization settings to learn how to manage your organization’s details, settings, wrap-up codes, and queues.
Oubound dialing	See Outbound dialing to learn how to manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.
People and permissions	See About people and permissions to learn how to add people to your organization, edit profiles, assign roles and permissions, manage pairings between organizations, and use divisions to separate and group configuration objects. Permissions allow users to do various tasks, such as create groups, set up integrations, and supervise contact center activity.
Quality management	See About Quality management to learn how to manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.
Reports, views, and dashboards	See About reports, views, and dashboards to provide supervisors, managers, and executives with real-time and historical metrics for their contact center.
Scripting	See About Scripting to learn how to use scripts.Scripts are on-screen instructions that help agents process calls. Scripts present details about a caller or contact to the agent, often with fields for collecting or updating information.
Speech and text analytics	See About speech and text analytics to learn how to configure automated speech and text analytics capabilities for interactions to provide deep insight into customer-agent conversations.
Telephony	See About Telephony to learn how to configure the Edge, manage phones, set up your IVR, and much more.

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Resources for administrators

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