Users

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 have front-line interactions with customers across various channels like voice, email, chat, and messaging. Agents can navigate between interactions in the Interactions panel, accept calls and respond to other interaction types, transfer voice and digital interactions, use scripts and canned responses, get a shareable link to an interaction, complete after-contact work, get agent assist suggestions, and ask supervisors for help. Agents need specific permissions for tasks like transferring interactions. Key capabilities include omnichannel routing, screen pops, interaction management, knowledge management, and real-time assistance.

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.

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).

of the key points from the text, following the specified format: Genesys Cloud provides capabilities for contact center management including skills, queues, wrap-up codes, routing, canned responses, analytics, and agent assist. Skills are used to match customers with suitable agents. Queues can be created, edited, deleted, and assigned to agents with configurable timeouts. Wrap-up codes are used by agents after interactions. ACD routing for emails and messages can be configured. Canned response libraries help agents respond to common questions. Analytics options can be configured. Default interaction panels for agents can be set. Agent assist suggests FAQ responses during customer calls.

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 ACD routing efficiently assigns interactions, including voice and digital channels such as email, SMS, callbacks, and workitems, to the most suitable agent based on their skills and the selected routing method. Genesys Cloud offers different routing methods such as standard routing, predictive routing, bullseye routing, conditional routing, and direct routing to suit individual business needs. Queue administrators can configure agent and org-level utilization, define agent ACD skills, choose an evaluation method, and configure routing methods to optimize interaction-agent matching.

Genesys Cloud provides outbound dialing capabilities to automatically dial phone lists and reach customers with features like predictive, progressive, power, and preview dialing; campaign management; contact list management; and optimization tools. It enables managing contact and do not call lists, attempt controls, time sets, and call analysis responses for effective campaigns. Call analysis detects live persons or answering machines and takes actions based on configurations. Outbound calls can be delivered to agents and rules control campaign and call behavior. Genesys Cloud provides rule management to control campaign flow by evaluating data to route calls, assign codes, and trigger actions. Features include various pre and post rules, rule sets, campaign views, wrap-up code mappings, and an event viewer. Scripting creates scripts to guide consistent agent interactions.

Genesys Cloud provides tools to improve agent performance and engagement through development and feedback training modules, gamification, and performance management capabilities. Agents can be assigned prepackaged or custom training modules to bridge knowledge gaps. Gamification applies game mechanics to motivate agents, manage performance, and drive development. Agents access assigned training modules and track their gamified performance scorecard and leaderboard.

Genesys Cloud provides quality management capabilities that allow managers to record and evaluate agent interactions to improve the contact center experience. Managers can also coach agents to enhance performance. Quality management provisioning and implementation details are provided, along with roles, permissions, policies, and administration. Evaluators can review and score customer interactions. Coaching appointments help agents improve. Speech and text analytics provide automated analysis of conversations for customer-agent insight. Specific features include evaluation forms, calibration, recording annotations, disputes, monitoring, and text analytics.

Genesys Cloud's scripting allows contact center managers to create scripts that guide agents through interactions. Script designers build instructions using the script editor to add pages, components like visual controls, and actions. Scripts can look up external data, configure secure pauses, schedule callbacks, and associate with contact lists. The script editor provides tools to manage variables that store collected information and invoke actions when components are clicked or change. Key capabilities include creating, editing, previewing, and publishing scripts. Script designers can customize script layout, navigation, settings, and components like templates. Overall, Genesys Cloud scripting provides robust tools to create scripts that optimize agent workflows for different use cases.

Genesys Cloud's speech and text analytics features provide automated capabilities to gain insights into customer-agent conversations through sentiment analysis, topic trends, voice transcription, agent empathy analysis, interaction categories, digital transcripts, interaction overview, and more. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Key capabilities include analyzing 100% of interactions, discovering topics and phrases of interest, determining customer sentiment, evaluating agent empathy, categorizing interactions, transcribing calls, monitoring audio, and enhancing transcription with dictionary management. The platform enables businesses to uncover deep insights from conversations to boost customer experience.

Genesys Cloud's customer surveys allow contact center managers to invite customers to provide feedback about previous interactions. Create web or voice survey forms, flows to send surveys, and policies to determine when to send them. View completed survey results and metrics in the Quality Summary tab.

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 provides AI-powered forecasting to optimize employee scheduling aligned with business goals and enables self-service schedule flexibility for employees. Key capabilities include demand forecasting, automated schedule optimization, time-off requests, shift trades, real-time adherence tracking, and intraday schedule adaptation to align staffing to predicted workload, enable work-life balance through flexible schedules, and optimize operations through real-time visibility and adaptation. Genesys Cloud provides configuration of activity codes, work plans, schedules, and forecasts to optimize workforce management. Forecasting methods like Automatic Best Method and Import Forecast generate trends for workforce planning using historical data. Administrators can forecast workloads, create optimized schedules, manage time off requests, and enable shift trades between agents based on forecasts. The system evaluates requests against criteria to promote efficiency and overlays historical adherence data on schedules to improve accuracy. Genesys Cloud Workforce Management emphasizes tools for real-time adherence tracking, analyzing historical adherence, calculating shrinkage, and enabling agent self-service scheduling through capabilities like schedule forecasting and generation, shift trades, time-off requests, and data imports. APIs enable integration with other systems and resources like documentation, community forums, and the developer center provide additional support.

Genesys Cloud system requirements detail supported browsers, operating systems, hardware, and components. Self start provides Resource Center access, training, and events for self-service onboarding. Genesys Cloud Collaborate enables people management, user roles, document workspaces. Communicate adds telephony for phone, conferencing, voicemail. Contact center includes multichannel routing, campaigns, IVR, quality management, reporting, and scripting.

Genesys Cloud's Account Settings allows administrators to view usage information like users, devices, and resources, upgrade subscriptions to access more functionality, configure organization settings like voicemail and language, set data filtering rules to redact sensitive information in digital channels, and manage licenses.

Genesys Cloud Architect allows administrators to link predefined operations to create simple or sophisticated menu applications for routing interactions to agents, queues, voicemail, external numbers, or other flows. Key capabilities include playing audio, digit collection, data dips, conditional logic, expression editing, inbound/outbound call flows, in-queue flows, secure flows, voicemail, chat, email, and message flows. Architect enables workflow automation and integration of AI bots. You can create Genesys Dialog Engine and Digital bot flows, call bot flow actions, and view usage in Flow Insights. Flow settings allow configuring languages, TTS, and more. Flow outcomes and milestones gather self-service data. Flow resources include audio, actions, expressions, and the task editor. Genesys Cloud Architect provides a visual editor to design and build voice and digital flows. Key capabilities include managing flows, working with prompts, dependencies, variables, expressions, and resources like audio sequences. Architect provides tools to import, export, publish, and maintain flows. Best practices cover topics like failure handling, callbacks, data types, expressions, and more. Architect enables building advanced IVR and conversational AI flows.

Genesys Cloud offers voice and chat bot integrations for use in Architect interaction flows. Administrators can integrate bots like Genesys Digital Bot Flows, Genesys Dialog Engine Bot Flows, Amazon Lex, Amazon Lex V2, Google Dialogflow CX, Google Dialogflow ES, Genesys Bot Connector, Nuance Mix Bot, and third-party bots to enable conversational interactions with customers in voice and digital channels. Features like Agent Assist, knowledge management, intent mining, quick replies, cards, carousels, and the postUtterance API enhance bot capabilities. Solutions and best practices help maximize capabilities like advanced chat routing and Predictive Engagement, which replaces self-service menus with natural language bots. Genesys Cloud provides a range of channel, bot, and touchpoint options that can be compared.

Genesys Cloud is an extensible customer experience platform that enables Bring Your Own Technology through integrations with third-party text-to-speech, speech-to-text, and bot engines. It offers per-turn and per-invocation pricing models, integration with engines like Microsoft Azure, Google Cloud, Amazon Polly, and Nuance, and capabilities like PCI DSS compliance, language support, and testing playback. Architect flows can leverage these integrations to enable voice bots, transcribe utterances, and customize voice playback.

Genesys Cloud co-browse allows agents to see and interact with a customer's view of your website during Messenger web messaging and voice interactions. Administrators can configure Messenger to enable website visitors to share screens from your website with agents. Key capabilities include setting up and using co-browse for Messenger, managing co-browse sessions, and meeting co-browse requirements. Use cases include enabling website visitors to get live agent assistance as they navigate your site.

of the key points from the text, following the specified format: Genesys Cloud provides capabilities for contact center management including skills, queues, wrap-up codes, routing, canned responses, analytics, and agent assist. Skills are used to match customers with suitable agents. Queues can be created, edited, deleted, and assigned to agents with configurable timeouts. Wrap-up codes are used by agents after interactions. ACD routing for emails and messages can be configured. Canned response libraries help agents respond to common questions. Analytics options can be configured. Default interaction panels for agents can be set. Agent assist suggests FAQ responses during customer calls.

of the key points from the text, following the specified format: Genesys Cloud provides Directory features to manage groups, work teams, locations, profiles, and external contacts. The Directory lists people, groups, locations, and external contacts. Create and manage groups to connect users based on skills, relationships, locations, etc. Add people to groups or use group membership rules. Create and manage work teams so supervisors can organize agents they manage. Use work teams to monitor, schedule, and filter performance. Add locations like cities and buildings so users can add them to profiles. Upload floor plans and show office locations. Assign and remove locations from user profiles. Customize profile configuration by adding/renaming sections and fields. Change profile labels and manage translations. Build a repository of external organizations and contacts. Create external organizations, contacts, relationships, and notes.

Genesys Cloud provides capabilities for administrators to manage group workspaces, control access through membership, and audit changes made to files and workspaces. Administrators can create and configure group workspaces with default tags, add or remove members to control access, and assign different access levels. The audit trail provides detailed records of all changes to enable oversight. My workspace is a personal workspace for each user. Administrators can also create, delete, and manage membership of shared group workspaces.

Genesys Cloud supports outbound and inbound email interactions. Outbound emails can be used for campaign management or agentless email notifications. Inbound emails are routed to agents like calls and chats using routing and evaluation methods. Agents can send emails to customers and respond to incoming emails. Email interactions can be analyzed for details and performance. Specific email features in Genesys Cloud include ACD email routing, outbound email campaigns with personalized templates, campaign management, agentless email notifications, email interaction analytics, email threading configuration, email delivery receipts, canned responses, and email interaction search. Key technical details include email rate limits and pricing models for campaigns and notifications.

Genesys Cloud Voice is an Internet-based telephony service that you can activate for use with your Genesys Cloud organization. It provides public telephony access to any Genesys Cloud services to which you subscribe, such as Communicate or the Genesys Cloud call center. You can purchase phone numbers from Genesys Cloud or port numbers from your current carrier. When you have phone numbers in the Genesys Cloud Voice system, you can assign them to users, IVR systems, managed phones, or campaigns. Genesys Cloud Voice is available globally with some country-specific regulations. It uses AWS regions for deployment. You can pair your Genesys Cloud Voice numbers to compatible phones, including the Genesys Cloud web-based phone. Genesys Cloud Voice includes Enhanced 911 emergency services, though certain failures may prevent operation. You must configure emergency locations and affix warning labels. When setting up Genesys Cloud Voice, you specify a location and site. Usage is billed on a monthly cycle. Pricing sheets and rate schedules provide current rates. You can download usage reports and reconcile invoices.

Genesys Cloud integrates with various tools, systems, services, and applications to connect Genesys Cloud capabilities with external systems. Genesys Cloud offers preconfigured CX Accelerators, an AppFoundry marketplace, OAuth scopes, and integrations with voice/chatbot platforms like Amazon Lex and Google Dialogflow. It integrates with CRM systems like Salesforce and ServiceNow to unify customer experiences. Additional integrations support external contact sync, quality management, single sign-on, speech/text, and UC platforms like Microsoft Teams. Genesys Cloud provides developer tools to build custom integrations, connectors to send real-time data, and webhooks to trigger automated actions. These integrations expand Genesys Cloud's contact center capabilities and allow creating customized solutions.

Genesys Cloud ACD routing efficiently assigns interactions, including voice and digital channels such as email, SMS, callbacks, and workitems, to the most suitable agent based on their skills and the selected routing method. Genesys Cloud offers different routing methods such as standard routing, predictive routing, bullseye routing, conditional routing, and direct routing to suit individual business needs. Queue administrators can configure agent and org-level utilization, define agent ACD skills, choose an evaluation method, and configure routing methods to optimize interaction-agent matching.

Genesys Cloud's knowledge workbench allows knowledge authors to create and manage knowledge bases with predefined question and answer articles that respond to customer queries. Key capabilities include adding questions and answers to knowledge bases to enable responses to conversations, organizing articles into categories and labels, creating and editing articles for different touchpoints like bots and agents, viewing article analytics, optimizing knowledge bases by improving article quality, and integrating third-party knowledge sources. The knowledge portal presents knowledge articles to customers so they can self-serve and search articles or initiate conversations with bots or agents. The portal provides resources to help design and build bots and bot flows in Architect, including guides on Genesys Cloud AI, adding knowledge to bots, Genesys Dialog Engine, creating bot flows, building digital bots in Architect, and general bot information. Key capabilities covered include leveraging AI, designing conversations and dialog flows, integrating bots with Genesys Cloud, and using Architect to develop bots. The portal aims to provide comprehensive materials to enable building capable and effective bots on the Genesys Cloud platform.

Genesys Cloud messaging enables agents to respond to customer interactions from various asynchronous messaging channels, including third-party messaging platforms, inbound SMS, Genesys Cloud web messaging, and open messaging. Genesys Cloud messaging provides capabilities to engage customers on their own messaging platforms like Facebook Messenger and WhatsApp by creating messaging apps. Organizations can also provide phone numbers to support inbound SMS messaging. Web messaging allows engaging customers online through predefined messenger windows. The open messaging integration facilitates asynchronous Genesys Cloud messaging with third-party systems. Key technical details include integration with third-party platforms, inbound SMS, web and open messaging capabilities.

Genesys Cloud provides outbound dialing capabilities to automatically dial phone lists and reach customers with features like predictive, progressive, power, and preview dialing; campaign management; contact list management; and optimization tools. It enables managing contact and do not call lists, attempt controls, time sets, and call analysis responses for effective campaigns. Call analysis detects live persons or answering machines and takes actions based on configurations. Outbound calls can be delivered to agents and rules control campaign and call behavior. Genesys Cloud provides rule management to control campaign flow by evaluating data to route calls, assign codes, and trigger actions. Features include various pre and post rules, rule sets, campaign views, wrap-up code mappings, and an event viewer. Scripting creates scripts to guide consistent agent interactions.

of the text section, following the exact format specified: Genesys Cloud allows administrators to add people to the organization, edit profiles, assign roles and permissions, manage pairings between organizations, and use divisions to separate and group configuration objects. Permissions let users perform tasks like creating groups, setting up integrations, and supervising contact center activity. Administrators can add people individually or via bulk CSV import, edit profiles, assign permissions and phones, and invite new users. Roles grant sets of permissions, and divisions separate configuration objects. Administrators can also manage pairings between organizations and attribute-based access control policies.

Genesys Cloud provides tools to improve agent performance and engagement through development and feedback training modules, gamification, and performance management capabilities. Agents can be assigned prepackaged or custom training modules to bridge knowledge gaps. Gamification applies game mechanics to motivate agents, manage performance, and drive development. Agents access assigned training modules and track their gamified performance scorecard and leaderboard.

Genesys Cloud provides detailed metrics on API usage to help administrators reduce unnecessary API calls and subscription charges. The API Usage report shows the number of API requests made by the contact center and which clients make those requests. This allows administrators to identify areas to optimize API usage. Future releases will provide additional platform usage metrics to further improve monitoring and optimization of Genesys Cloud usage.

Genesys Predictive Engagement is an AI-powered customer engagement solution from Genesys Cloud that analyzes website visitors' behaviors, predicts desired outcomes, and personalizes engagements to help achieve those outcomes. Key capabilities include visitor tracking, journey segmentation, configurable engagement actions like web messaging, web chat, and content offers, integration workflows, and analytics reporting. It enables web messaging, web chat, tracking visitor journeys, creating personalized action maps, integrating with other systems, providing analytics, customizing tracking, integrating mobile apps, and building third-party integrations. Use cases include personalizing web engagements, optimizing mobile experiences, and enabling customized third-party integrations. Genesys Cloud's Predictive Engagement provides advanced chat routing, integration with tag managers, pre-configured settings, customer journey data for agents, and is priced per event.

Genesys Cloud provides quality management capabilities that allow managers to record and evaluate agent interactions to improve the contact center experience. Managers can also coach agents to enhance performance. Quality management provisioning and implementation details are provided, along with roles, permissions, policies, and administration. Evaluators can review and score customer interactions. Coaching appointments help agents improve. Speech and text analytics provide automated analysis of conversations for customer-agent insight. Specific features include evaluation forms, calibration, recording annotations, disputes, monitoring, and text analytics.

Genesys Cloud supports call recording and screen recording capabilities. Call recording allows policies to determine which ACD calls to record and retain. Users can choose to record calls and access recordings later. Screen recording enables recording an agent's screen during ACD interactions for quality management.

Genesys Cloud provides real-time and historical dashboards and views to monitor contact center performance metrics for managers, supervisors, and agents. The platform offers configurable views to visualize metrics for contact centers, queues, agents, interactions, campaigns, callbacks, and workforce. Dashboards consolidate metrics from multiple views into a single screen. Genesys Cloud also enables comprehensive analytics into agent, campaign, interaction, queue, and flow performance to identify trends, optimize operations, and improve customer experience. Key capabilities include monitoring agent activity, evaluating campaign effectiveness, analyzing queue and routing performance, tracking flow outcomes, and customizing views. Supervisors can view assigned and completed interactions, monitor evaluations, and access dashboards on mobile. Main dashboards cover campaigns, quality management, knowledge management, and agent assist. Administrators can configure analytics options like metric calculations. The analytics workspace contains common contact center metrics for service level, handle time, abandon rate, and more.

of the key points from the text, following the specified format: Genesys Cloud routing includes features for administrators to set up schedules, configure call and message routing, plan for emergencies, and store data in data tables for use in Architect. Genesys Cloud offers interaction routing, work automation, scheduling, schedule groups, call routing, message routing, emergencies, data tables, flow outcomes, milestones, and reporting capabilities. Routing features allow mapping call and message flows, configuring skills-based routing and queues, defining tasks and processes, modifying routing during emergencies, storing data locally, tracking self-service performance, and generating reports. Key technical details cover configuring methods like ACD, using actions like Data Table Lookup, leveraging capabilities like skills-based routing, and accessing tools like Architect flows and Flow Performance views. The features enable flexible, efficient contact center routing.

Genesys Cloud's scripting allows contact center managers to create scripts that guide agents through interactions. Script designers build instructions using the script editor to add pages, components like visual controls, and actions. Scripts can look up external data, configure secure pauses, schedule callbacks, and associate with contact lists. The script editor provides tools to manage variables that store collected information and invoke actions when components are clicked or change. Key capabilities include creating, editing, previewing, and publishing scripts. Script designers can customize script layout, navigation, settings, and components like templates. Overall, Genesys Cloud scripting provides robust tools to create scripts that optimize agent workflows for different use cases.

Genesys Cloud's speech and text analytics features provide automated capabilities to gain insights into customer-agent conversations through sentiment analysis, topic trends, voice transcription, agent empathy analysis, interaction categories, digital transcripts, interaction overview, and more. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Key capabilities include analyzing 100% of interactions, discovering topics and phrases of interest, determining customer sentiment, evaluating agent empathy, categorizing interactions, transcribing calls, monitoring audio, and enhancing transcription with dictionary management. The platform enables businesses to uncover deep insights from conversations to boost customer experience.

Genesys Cloud offers three telephony connection options - Genesys Cloud Voice, Bring Your Own Carrier (BYOC) Premises, and BYOC Cloud - to provide convenience and flexibility. Administrators can configure trunks, sites, phone management, certificate authorities, DID numbers, extensions, and extension pools. Key capabilities include managing SIP phones, configuring managed and unmanaged phones, assigning DID and toll-free numbers, and adding extension number ranges. The telephony features enable call routing, classification rules, and interoperability between Genesys Cloud and third-party devices.

Genesys Cloud triggers allow customers to configure reactions to specific events within Genesys Cloud. Triggers can be created and managed through the Genesys Cloud interface to set conditions that execute actions like sending webhooks or emails when triggered by events like unanswered outbound calls from the platform. Key technical details include purchasing required licenses, creating triggers via the Genesys Cloud UI, setting conditions to filter events, and configuring actions like sending webhooks or emails. Use cases include automating reactions to events like unanswered calls, Operational Console events, and filtering platform events.

Genesys Cloud troubleshooting provides links to conceptual information and best practice recommendations for various Genesys Cloud features. Work with Product Support to open cases to resolve issues. Troubleshoot before calling Product Support by gathering conversation IDs, console logs, network logs, and correlation IDs. Pair your Genesys Cloud organization to Product Support's organization. Watch troubleshooting videos for common problems. Investigate events and diagnose issues using Audit Viewer, Scheduled log capture, On Demand capture logs, and Operational Console. Troubleshoot general features like System Status, desktop app, calling, and Architect flow authoring. Solve third-party technology integration issues with Amazon Lex and Google Dialogflow. Troubleshoot integrations like embedded clients and data actions. Address phone, WebRTC, and video chat problems. Troubleshoot Edges, trunks, and networks by viewing topology, assessing readiness, and managing firewall settings and bandwidth.

Genesys Cloud's customer surveys allow contact center managers to invite customers to provide feedback about previous interactions. Create web or voice survey forms, flows to send surveys, and policies to determine when to send them. View completed survey results and metrics in the Quality Summary tab.

Genesys Cloud provides web chat widgets that allow customers to chat with contact center agents directly from a website. There are different widget versions with varying features like Predictive Engagement, user authentication, and configuration options. To implement web chat, create a widget in Genesys Cloud and add code to the website. Website developers can customize widget appearance, enable authenticated chat, and use APIs. Agents can set their name and image, respond to chats, and use tools like the Web Chats developer tool. Other Genesys Cloud features like Predictive Engagement and screen sharing integrate with the widgets. Solutions and best practices enable customers to maximize the value of the widgets and features.

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 provides AI-powered forecasting to optimize employee scheduling aligned with business goals and enables self-service schedule flexibility for employees. Key capabilities include demand forecasting, automated schedule optimization, time-off requests, shift trades, real-time adherence tracking, and intraday schedule adaptation to align staffing to predicted workload, enable work-life balance through flexible schedules, and optimize operations through real-time visibility and adaptation. Genesys Cloud provides configuration of activity codes, work plans, schedules, and forecasts to optimize workforce management. Forecasting methods like Automatic Best Method and Import Forecast generate trends for workforce planning using historical data. Administrators can forecast workloads, create optimized schedules, manage time off requests, and enable shift trades between agents based on forecasts. The system evaluates requests against criteria to promote efficiency and overlays historical adherence data on schedules to improve accuracy. Genesys Cloud Workforce Management emphasizes tools for real-time adherence tracking, analyzing historical adherence, calculating shrinkage, and enabling agent self-service scheduling through capabilities like schedule forecasting and generation, shift trades, time-off requests, and data imports. APIs enable integration with other systems and resources like documentation, community forums, and the developer center provide additional support.

Genesys Cloud provides capabilities for users to collaborate, including searching for coworkers, starting chats and video calls, uploading files, and more. Users can download desktop and mobile apps, complete their profile, and begin collaborating after logging into their Genesys Cloud account if system requirements are met.

Genesys Cloud provides a full-featured cloud contact center platform with capabilities for calls, including using the Genesys Cloud WebRTC phone, answering/making calls, muting, holding calls, conferencing, transferring, forwarding, recording, entering numbers, sending faxes, voicemail, and a unified inbox for managing voicemails, faxes, recordings, and interaction evaluations. The platform enables agents to easily make and manage calls with key features like muting, holding, transferring, conferencing, forwarding, and more. The unified inbox consolidates voicemails, faxes, recordings and evaluations into one place for simplified management.

Genesys Cloud chat lets you instantly share your ideas with people inside your organization without sending an email. Persistent chat history allows you to start a conversation with your colleagues and continue it anywhere anytime. You can use the chat roster to see current chats, check user availability, start chats and video chats, send messages with emojis and formatting, share files and media, monitor and participate in group chats, customize notifications, search message history, see recent activity, and integrate with webhooks. Administrators can enable features like message reactions, pinning, and editing, and can turn Collaborate chat on or off across the organization.

Genesys Cloud provides documents that users can access. The Genesys Cloud Resource Center contains information about using documents in Genesys Cloud. Genesys Cloud is a customer experience platform. This text discusses detecting emoji support in browsers to ensure emojis render properly in Genesys Cloud. It checks for emoji support using canvas and tests specific emoji combinations. This allows Genesys Cloud to handle emojis appropriately across different browsers. Genesys Cloud is a customer experience platform. This text contains CSS variables that define colors, gradients, font sizes, spacing, shadows, and layout options that can be used to customize the appearance of webpages and apps that integrate with Genesys Cloud. Using these variables allows maintaining visual consistency across Genesys Cloud web and mobile interfaces.

Genesys Cloud enables organizations to create groups for communities within the company based on common skills, relationships, location, or other information. Administrators and authorized users can create groups for any purpose such as subject matter experts, projects, or locations. Members can be added individually or automatically using membership rules. Dynamic groups can also be created based on skill expressions. Group profile pages show members, and a person's profile page displays their group memberships. Users can browse and search groups to find and request to join those they need. Group members can communicate via one-on-one or group chats, monitor conversations, ask questions, and make announcements. Personal group chat rooms can also be created without an official group.

Genesys Cloud profiles display users' contact information, relationships, location, groups, education, skills, and more. Profile data enables advanced searches and creating groups. Key features include standard profile fields, searching the directory, managing profiles, configuring fields and sections, completing user profiles, and hierarchy views showing reporting structures. Profiles are central to Genesys Cloud, enabling users to connect and be found within an organization.

Genesys Cloud enables users to search the directory to find people, groups, locations, or external contacts by typing in the search field or searching by categories like skill, title, department, certification, and more. Users can also search profiles to find people by tags or relationships, start chats and calls, view contact cards, and add favorites directly from search results. Additional capabilities include searching chat history to find previous messages and searching documents using tags, keywords and filters to quickly locate files.

Genesys Cloud provides customizable settings that enable users to configure their experience, including user profile, presence, location sharing, phone selection, audio profiles, notifications, chat preferences, passwords, and more. Users can view their profile, update status and presence, share location, select phones, create audio profiles, set sound levels, enable call forwarding, change app preferences and notifications, customize chat and video settings, change password and voicemail PIN, use keyboard shortcuts, and reset forgotten passwords.

Genesys Cloud provides presence, status, and activity indicators to let others know immediately whether you are available for a call or chat. Users can set their presence to states like available, away, or offline and add custom status messages. Genesys Cloud displays user activity like when they are on a call and can optionally show geolocation. Admins can manage statuses, view agent status reports, change agent statuses, and set statuses for multiple users. Key capabilities include presence settings, status messages, activity indicators, geolocation sharing, status management, and status reporting.

Genesys Cloud video chat lets users hold video conferences with others in their organization. Users can start video chats and conferences from group chats or by invitation. Features include continuing to chat while talking, screen sharing to demonstrate work and ideas, and troubleshooting tools to diagnose camera, microphone, and connection issues.

Genesys Cloud voicemail allows callers to leave messages when users aren't available. Users can manage their voicemail box options, listen to, forward, download, add notes to, and delete messages. Admins can customize voicemail settings like PIN requirements, maximum length, notifications, transcription, remote access, and not available behavior. Key capabilities include voicemail transcription, adding notes, remote access, custom unavailable greetings, and analytics.