Manage your Contact Center in Agent Setup

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This manual is for version Current of Agent Setup.

Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.

Article Description
Article Description
Access Groups Learn how to configure access groups for users in your contact center.
Add and manage Caller ID Create Caller Identification (Caller ID) options to be displayed when an agent makes an outbound call or transfer
Agent and Agent Group Annex Use the Annex to configure advanced features for single agents or groups of agents rather than for your entire contact center.
Agent and contact center statistics Learn about the available agent and contact center statistics.
Agent desktop settings overview Get to know some of the key features and tasks involved in setting up your contact center for Agent Workspace.
Agent groups Organize your agents into groups so they're easier to manage.
Agent settings overview Learn about the features and controls that enable an agent to handle interactions and other key tasks.
Blob Storage Shared Access Signature (SAS) tokens enable you to access your tenant-specific blob storage resources. The information provided below will help you get the SAS tokens you need in order to retrieve and download data from your Genesys contact center.

During tenant provisioning, a tenant-specific blob storage account is created for each tenant. Use the Generate SAS tokens screen in Agent Setup to generate the SAS tokens you need to access the contact center data that certain services make available.

To adhere to General Data Protection Regulation (GDPR) requirements, files stored in blob storage containers are deleted after 30 days by default.

Bulk import Learn how to import multiple agents or contacts using Agent Setup's Bulk Import feature.
Business attributes Business attributes can be shared at agent, agent group, and global levels.
Capacity rules Define an agent’s ability to handle multiple interactions concurrently for different channels.
Case and toast data Case Data specifies the information to be displayed to agents when a call, chat, or other interaction is transferred to them. Toast Data specifies the information to be displayed to agents when they directly receive a call, chat, or other interaction.
Channel options Learn how to enable channel options in the Agent Setup application.
Chat channel options Learn about the chat channel options available in Agent Setup.
Configure a multi-channel contact center Learn how to configure a multi-channel contact center and how to enable multiple channels for a single agent.
Configure global login Global login options determine what happens when an agent logs in.
Contacts Configure contacts in Agent Workspace so agents can manage their own list of contacts and contact history.
Create and manage agent skills Create, organize, and assign skills to agents.
Create and manage custom agent states Custom agent states enable you to tailor agent states to fit your business needs.
Desktop Views options Use the information below to configure your Desktop Views in Agent Setup. To find out more information about all the different views available within Agent Workspace, see the topic Navigating Agent Workspace for a helpful video of the Main view as well as detailed information on such topics as the Navigation bar, the Side bar, and the Interaction bar.
Dispositions Manage Dispositions, which are descriptions of the final outcome of a call.
DNs Learn how to configure DNs for your contact center.
Email addresses and mailboxes Set up agent mailboxes and specify additional From email addresses for agent responses.
Email channel options Learn about the Email channel options available in Agent Setup.
Enable external URLs Integrate external and internal websites into your agent's main view in Agent Workspace.
Enable feedback Enable feedback so agents can report problems with Agent Workspace or Gplus Adapter.
Export agent accounts Learn how to export agent accounts using the Agent Setup application.
Facebook channel options Learn about the Facebook channel options available in Agent Setup.
Genesys Softphone Control the behavior of Genesys Softphone in your environment.
Get started with Agent Setup Learn how Agent Setup enables you to configure a fully-functioning contact center that aligns with your company’s goals and meets your customers’ needs.
Global favorites Create and maintain a list of Global Favorites agents can access quickly in the Team Communicator in Agent Workspace.
Gplus Adapter for Salesforce options Configure options for the Gplus Adapter for Salesforce.
Interaction history advanced search Configure search for interaction history so agents can find previous interactions in Agent Workspace.
Manage agents and other users Learn how to add, import, and manage agents and other users.
My Channels options Learn about the My Channels options (for agents) available in Agent Setup.
Outbound channel options Learn about Outbound options available in Agent Setup.
Platform administration Most of the functionality in the Platform Administration application has moved to Agent Setup, which offers a superior user interface and new functionality. A few functions remain available only in Platform Administration.
Public and private keys The Genesys Voice Platform (GVP) recording solution requires proper management of public and private keys used to encrypt voice recordings. This topic shows you how to upload the recording certificates that contain these keys within Agent Setup. The public and private keys are stored in a certificate file and are used to encrypt a unique session key that is then used to encrypt each media file. These keys must be provisioned for voice recordings.
Recording options Learn how to enable recording options in Agent Setup.
Roles Learn how roles work in your contact center.
Routing While Designer handles most routing tasks, you manage your routing points and virtual queues in Agent Setup.
Scenario: Onboarding agents and supervisors This article walks you through the tasks required to set up new agents.
Service Client options Learn about the Service Client options available in Agent Setup.
Settings and configuration overview This page explains the distinction between contact center settings, agent group settings, and user settings within Agent Setup.
Single Sign-On Single Sign-On (SSO) identity authentication enables your users to securely access multiple Genesys applications with a single credential.
Standard responses Enable standard responses for agents.
Statistics options Configure general statistics options in Agent Setup.
Supervisor options Learn about Supervisor options available in Agent Setup.
Templates Create templates to enable you to create and provision agents efficiently.
Transactions Manage business attribute overrides that are applied at a transactional level, such as a call or a chat.
Twitter channel options Learn about the Twitter channel options available in Agent Setup.
View audit trail The Audit Trail, located in the Audit section, details the actions taken in your Agent Setup application, including update, delete, import, login, and logout activities.
Virtual Queues A Virtual Queue is a virtual device, created and maintained by the switch, with activity identical to an ACD Queue.
Voice channel options Learn about the Voice channel options available in Agent Setup.
Voicemail management Learn how to manage voicemail in your contact center.
Voicemail Management within Agent Setup Learn how to manage voicemail in your contact center within Agent Setup.
Workitem channel options Configure the Agent Workspace Workitem channel options.

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