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  • relatedapps - Enumeration
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Page featureheading relatedapps users description relatedarticles anchor
Draft:PEC-AD/HIW Accessibility overview Agent Desktop Administrators, Supervisors, Agents Genesys provides a Voluntary Product Accessibility Template® - VPAT® report from ITI, to document conformance of Genesys Workspace Web Edition Agent Desktop to WCAG 2.1 Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: Genesys Accessibility Conformance Report WCAG Edition. Accessibility
Draft:PEC-AD/HIW Contact information management Agent Setup Administrators, Supervisors, Agents Agents can find contacts in your contact database and then manage contact information or view the interactions your company has had with the contact.
Draft:PEC-AD/HIW Interaction Channels Agent Setup, Designer Administrators, Supervisors, Agents Interactions, such as voice, chat, email, social media, SMS, WhatsApp, and workitems, are routed to agents to handle. The interaction pops up in Workspace in the interaction view which contains case data, contact information, contact history, standard responses, and all the details about the interaction and contact that the agent needs to respond to the contact. Agents can set interaction dispositions (results) and add notes.
Draft:PEC-AD/HIW Interaction search and management Agent Setup Administrators, Supervisors, Agents Agents can search your corporate interaction database to find existing interactions, including the interactions that they have handled in the past. Interactions can be searched by contact, by interaction, or by personal history.
Draft:PEC-AD/HIW Meeting expectations Agent Setup Administrators, Supervisors, Agents Agent Desktop Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.
Draft:PEC-AD/HIW Outbound campaign calling Agent Setup, Outbound Administrators, Supervisors, Agents Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
Draft:PEC-AD/HIW Supervisor tasks Agent Setup Administrators, Supervisors Supervisors can use Agent Desktop Workspace to:
  • Monitor, coach, and barge-in on voice calls and chat interactions.
  • QA email to review outgoing email interactions before they are sent to a contact.
  • Manage an agent's status and log out an agent if necessary.
  • Move interactions to different workbins to assign them to specific agents or groups.
Draft:PEC-AD/HIW Voice recording Agent Setup, Recording Administrators, Supervisors, Agents Agent Desktop Workspace can be used to record calls for later playback, review, and QA
Draft:PEC-AD/HIW Workbins Agent Setup Administrators, Supervisors, Agents Personal and group workbins enable agents to retrieve and store email and workitem interactions. Supervisors can move interactions to different workbins to assign them to specific agents or groups.
Draft:PEC-AS/HIW Agent Desktop settings Agent Desktop, Agent Setup Administrators Configure the Agent Desktop application, including
  • what agents see and what tasks they can perform
  • interaction channels such as voice, email, chat, and social media
  • standard responses and case data
Draft:PEC-AS/HIW Contact center setup Agent Setup Administrators Configure your contact center, including users, roles, and agent groups.
Draft:PEC-CAB/HIW Providing callback services with a widget Genesys Widgets Administrators, Developers, Managers, Supervisors, Agents
Callback CustomForm 001.png

CallbackService exposes high-level API access to Genesys callback services, allowing users to use the Callback Widget to schedule a callback with customer service. CallbackService and the matching Callback Widget work together right out of the box, and they share the same configuration object. Once the plugin is registered on the bus, you can call commands on other registered plugins and subscribe to and listen for published events.

The Callback Widget form fetches user details, such as name, phone number, and email—and whether the customer would like an immediate callback or at a specified time. Callback then submits this information to Customer Service. The widget is OS independent and can run on desktop and mobile devices.

Every Callback interaction has a sequence of events we describe as the 'Interaction Lifecycle'. This is a sequence of events that tracks progress and choices from the beginning of an interaction (opening Callback), to the end (closing Callback), and every step in between.

Each event in the Interaction Lifecycle includes a block of metadata, which contains Boolean state flags, counters, timestamps, and elapsed times. These values can be used to track and identify trends or issues with callback interactions.

Callback even allows you to customize the registration form shown to users prior to starting a session. Customization is done through an object definition that defines the layout, input type, label, and attributes for each input.

CallbackFromWidget
Draft:PEC-CAB/HIW Providing callback services with Callback Agent Setup, Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Administrators, Developers, Managers, Supervisors, Agents Administrators use Agent Setup and Platform Administration to:
  • Create and manage contact center resources such as virtual queues and agents. You require at least one queue and one agent to handle callbacks.
  • Configure and manage permissions that govern user access to information and features in the Callback UI.
  • Create the virtual queues that will be used for callbacks.

Administrators use Designer to provision callback-related applications. Callback works with Designer to do such things as:

  • Connect consumers to agents who have the correct skills.
  • Time out and purge expired or abandoned callbacks.
  • Terminate callbacks when appropriate.

Callback Administrators, Developers, Supervisors, and Managers use the Callback UI to view and – if permissions allow it – manage callbacks and supported scenarios, including the ability to configure rules to manage the number of callbacks allowed in a given time frame or to limit the countries and numbers to which callbacks are allowed.

In addition to callback management, Callback Administrators and Developers use the Callback UI to incorporate Push Notification and CAPTCHA features into the user experience. The UI also provides information about errors, cross-origin resource sharing (CORS) domains, and queue configuration, all of which can be helpful when troubleshooting.

Managers and supervisors use the Pulse dashboard for real-time reporting about callbacks. Callback activity is tracked as part of the Queue reports. You can add a report widget based on the Callback Activity template to your dashboard.

For historical reporting about callbacks, managers and supervisors use Genesys Customer Experience Insights (GCXI) to generate reports.

CallbackFromPortal
Draft:PEC-CDDS/HIW Cloud Data Download Service Cloud Data Download Service Administrators Use CDDS to set up and monitor your data export jobs and download the encrypted files.
Draft:PEC-Chat/HIW Chat for agents Agent Desktop Agents, Supervisors Agents handle chat interactions in Agent Desktop.
Draft:PEC-Chat/HIW Chat routing Designer Administrators Use Designer to create an application that can route chat interactions.
Draft:PEC-Chat/HIW Chat setup Agent Setup Administrators Much of the chat functionality is pre-configured. The rest you do mainly in Agent Setup and Digital Channels, where you enable and control the various chat types for agents.
Draft:PEC-Chat/HIW Reporting Pulse Reporting, Reporting GCXI Administrators, Supervisors, Agents Supervisors and administrators can analyze current chat activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
Draft:PEC-COB/HIW Co-browse session Agent Desktop Agents Agents use Agent Desktop to participate in a co-browse session with the customer. The customer initiates the co-browse session through a chat or voice interaction.
Draft:PEC-COB/HIW Co-browse setup Configuration required Administrators, Developers You complete your setup by using the Co-browse DOM Restrictions Editor to hide sensitive customer data from agents and restrict control of elements in a Co-browse session. Then you install and configure Genesys Widgets on your website, in order for the end customer to start a co-browse session with an agent (associated with a chat or a voice session). More advanced users can deploy Co-browse using JavaScript API.
Draft:PEC-DC/HIW Chat Agent Desktop, Agent Setup Administrator Using the Chat channel, agents can respond to chat messages directed to them through Workspace Agent Desktop. Chat2
Draft:PEC-DC/HIW Email Agent Desktop, Agent Setup Administrator Genesys Multicloud CX email includes:
  • Monitoring of inbound mailboxes.
  • Automated responses to incoming emails.
  • Routing of email to the best-fit agents based on content.
  • Supervisor review of outgoing emails.
  • Routing of email to the best-fit agents based on content plus your Categories and Prioritization schemas for Engage cloud Email.
  • Near real-time dashboards for monitoring your backlog.
Email2
Draft:PEC-DC/HIW Facebook Agent Desktop, Agent Setup Administrator Using the Facebook channel, agents can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop. Facebook2
Draft:PEC-DC/HIW SMS Agent Desktop, Agent Setup Administrator Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers. SMS
Draft:PEC-DC/HIW Twitter Agent Desktop, Agent Setup Administrator Using the Twitter channel, agents can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
Draft:PEC-DC/HIW WhatsApp Agent Desktop, Agent Setup Administrator WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by Genesys Multicloud CX through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
Draft:PEC-Email/HIW Interactions Agent Desktop, Agent Setup Administrators, Agents, Supervisors Agents use Agent Desktop to send new and reply emails to customers, adding standard responses as needed. Supervisors use Agent Desktop to review, edit, or return an outbound email to the agent for editing. Administrators use Agent Setup to determine what agents can and can't do, such as Reply All and Forward. Administrators can also set up standard responses that agents can use in drafting replies. interactions
Draft:PEC-Email/HIW Mailboxes Agent Setup, IWD Administrators With Email classic, use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.

With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes. To create email aliases that agents can choose as their From address, continue to use Agent Setup.

box
Draft:PEC-Email/HIW Reporting Pulse Reporting, Reporting GCXI Administrators, Supervisors, Agents Supervisors and administrators can analyze current email and agent activity through Workload Manager and Pulse dashboards and reports. They can use Genesys CX Insights to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
Draft:PEC-GPA/HIW Set up and access Gplus Adapter in Salesforce Agent Setup Administrators To integrate Gplus Adapter into Salesforce, perform the Following steps:
  1. (Optional) Enable Lightning in your Salesforce environment.
  2. Integrate Gplus Adapter in Salesforce.
  3. Add users to your Call Center.
  4. Configure the Utility bar for Gplus Adapter for the agents to easily access the application.
  5. Configure the Gplus Adapter features in Agent Setup.
  6. Configure Gplus Adapter SSO
Draft:PEC-GPA/HIW Using Gplus Adapter for Salesforce Agent Desktop Agents As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.
Draft:PEC-GS/HIW Installing on a workstation Platform Administration Administrators The following steps are performed on agent workstations whether in a VDI environment or not:
  • Install the Genesys Softphone redistributable on agent workstations
  • Configure the Genesys Softphone
  • Configure the Agent's DN to enbable SIP CTI control
  • Configure SIP Server to work with Genesys Softphone
  • Set up single sign-on (optional)
Draft:PEC-GS/HIW Using Genesys Softphone Agent Desktop Supervisors Agents Agents and supervisors can make calls from their workstation using the Agent Desktop Workstation to handle call connectivity.
Draft:PEC-IVR/HIW Enterprise IVR Designer, IVR Administration Genesys Professional Services Team and customer The customer and Genesys work closely together to implement a specific pre-defined use-case, or, create and test a suitable custom IVR call-flow.
Draft:PEC-IVR/HIW GVP PaaS Designer, IVR Administration Genesys administrator and customer The call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud CX.

Customer manages the IVR application and back-end data integration by themselves.

Customer manages Direct-Inward-Dial (DID) groups and the mapping of those DID groups to the appropriate IVR application.

Customer can review reports relating to their IVR application using the GVP Reporting interface.

Genesys manages the infrastructure responsible to operate the IVR (processing the VXML, connecting to ASR and TTS resources, telco termination into GVP, scaling GVP to accommodate variable load and bursting).

Genesys Professional Services can be engaged to assist with implementation and/or to integrate the IVR with Genesys hosted Cloud agents.

Draft:PEC-OU/HIW Campaign management CX Contact Contact center administrators and contact center managers Contact center administrators and managers use CX Contact to configure outbound campaigns by choosing the dialing modes and pacing options, setting up and monitoring campaigns, importing contact lists, applying compliance rules, and so on.
Draft:PEC-OU/HIW Outbound for agents Agent Desktop Agents Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
Draft:PEC-REC/HIW Accessing Genesys Recording, QM and Speech Analytics Recording Agents, Supervisors, Administrators Use Genesys Recording, Quality Management and Speech Analytics to convert unstructured conversations into structured output, turning it into metadata and transcripts that can be analyzed. REC
Draft:PEC-REP/HIW Accessing reports Agent Desktop, Pulse Reporting, Reporting, Reporting GCXI Not all types of reporting apply to all contact centers. The first step in accessing reports, dashboards, or other monitoring tools is knowing which interface applies to your role, in your contact center. The links in this section lead to documentation that provides detailed information about each reporting solution, including information about how to access and understand the individual reports / dashboards, and in some cases, advanced information such as how to create or modify reports.

If you are not sure which reporting interface is right for you, talk to your administrator or manager.

Draft:PEC-ROU/HIW Genesys Task Routing Configuration required Administrators Genesys Task Routing integrates with other Genesys solutions to support blended agents handling chat, email, voice and so on, at the same time they manage workitems. task
Draft:PEC-ROU/HIW Mailbox setup Agent Setup Administrators Use Agent Setup to designate your incoming and outgoing mailboxes for email routing. You can also create email aliases that agents can choose as their From address.

With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes.

mailbox
Draft:PEC-ROU/HIW Predictive Routing Configuration required Administrators Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data, enabling you to analyze omnichannel interactions and outcomes and generate models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly. predictive
Draft:PEC-ROU/HIW Routing customization Designer Administrators Use Genesys Designer to create and manage applications that contain an assisted service (routing) phase that can be customized for your particular business needs. For example, you can specify your daily hours of operation, indicate which days your offices are closed, and define the criteria that determines how certain interactions are to be handled. route
Draft:PEC-ROU/HIW Routing to agents Agent Desktop Agents, Supervisors, Administrators Agent Desktop enables agents to communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems. agent
Draft:PEC-Voice/HIW Call handling Agent Desktop Agents, Supervisors Agent Desktop enables your agents and supervisors to handle voice interactions with contacts or team members, including conferences, consultations, and call recordings.
Draft:PEC-Voice/HIW Call recording Recording Administrators, Supervisors You can record calls, then analyze the recordings to assess customer satisfaction, monitor quality, and improve agent performance.
Draft:PEC-Voice/HIW Call routing Designer Administrators Genesys provides a basic routing strategy that sends calls to agents and provides IVR menus. You can use Designer to modify existing strategies and create new ones.
Draft:PEC-Voice/HIW Callback Agent Desktop, Callback Administrators, Agents Genesys Callback, which takes its name from the most typical form of deferred voice connection, supports a range of callback scenarios, including the classic callback offered by an IVR as well as call-ins that your customers initiate from your mobile app. Callbacks appear as standard calls to agents in Agent Desktop.
Draft:PEC-Voice/HIW Reporting Pulse Reporting, Reporting GCXI Administrators, Supervisors, Agents Supervisors and administrators can analyze current call activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
Draft:PEC-Voice/HIW Voice setup Agent Setup, Designer Administrators Use Agent Setup to configure Voice channel options as well as agents and skills, Designer and IVR Administration to manage IVRs, and Platform Administration to manage voicemail.
Draft:PEC-WFM/HIW Create and adjust forecasts Workforce Management Supervisors Use WFM's forecasting tools and wizards to create forecast scenarios, evaluating volume and staffing estimates, making adjustments, and choosing optimal scenarios to publish to the Master Forecast.
Draft:PEC-WFM/HIW Create and manage schedules Workforce Management Supervisors Use WFM's scheduling tools and wizards to create schedule scenarios, compare staffing coverage to the forecasted staffing, making adjustments, and choosing optimal scenarios to publish to the Master Schedule.
Draft:PEC-WFM/HIW Create workforce reporting metrics Workforce Management Administrators Set up performance and adherence metrics for your track your workforce service level goals.
Draft:PEC-WFM/HIW Manage organization, policies, and user access Workforce Management Supervisors Manage organizational units, policies, and user roles and access privileges.
Draft:PEC-WFM/HIW Manage personal schedules and time-off Workforce Management Agents Use the WFM Web for Agents application interface to perform the following tasks:
  • View your schedule and indicate your schedule preferences
  • Bid on schedules and overtime offers
  • Request time off and view your time-off totals
  • View other agents' schedules (if enabled at your site).
  • Trade your scheduled days with other agents (if enabled at your site).
  • View and change your personal settings.
Draft:PEC-WFM/HIW Manage scheduling change requests Workforce Management Supervisors Use WFM's Schedules module to manage day-to-day scheduling tasks,such as overtime and schedule bidding, time-off requests, and schedule trades.
Draft:PEC-WFM/HIW Monitor performance and adherence Workforce Management Supervisors Use WFM's real-time contact-center performance and agent-adherence monitoring tools to immediately adjust the number of agents working on a specific activity if service-level statistics fall outside of the acceptable range.
Draft:PEC-WFM/HIW Plan and secure WFM objects Workforce Administration Administrators Plan and secure organization and policy objects, user roles, and access privileges.
Draft:PEC-WFM/HIW Set up the environment Workforce Administration Administrators Prepare your environment by integrating WFM with Genesys Admnistrator, enabling you to leverage real-time statistics, contact-center performance, and agent adherence data across all communication channels.

Integrating WFM with Genesys Universal Routing (URS) enables call-routing based on WFM schedules, thereby attaining a balanced multi-skill workload for agents and improved schedule adherence.

PEC-AD/HIW Accessibility overview Agent Desktop Administrators, Supervisors, Agents Genesys provides a Voluntary Product Accessibility Template® - VPAT® report from ITI, to document conformance of Genesys Workspace Web Edition Agent Desktop to WCAG 2.1 Level AA specification. The VPAT® report is a standardized template for documenting conformance to various accessibility specifications. VPAT® report provided by Genesys follows the W3C/WAI’s WCAG 2.1 specification, as this is an international standard adopted and recognized by our customers worldwide. The Genesys VPAT® can be downloaded here: Genesys Accessibility Conformance Report WCAG Edition. Accessibility
PEC-AD/HIW Contact information management Agent Setup Administrators, Supervisors, Agents Agents can find contacts in your contact database and then manage contact information or view the interactions your company has had with the contact.
PEC-AD/HIW Interaction Channels Agent Setup, Designer Administrators, Supervisors, Agents Interactions, such as voice, chat, email, social media, SMS, WhatsApp, and workitems, are routed to agents to handle. The interaction pops up in Workspace in the interaction view which contains case data, contact information, contact history, standard responses, and all the details about the interaction and contact that the agent needs to respond to the contact. Agents can set interaction dispositions (results) and add notes.
PEC-AD/HIW Interaction search and management Agent Setup Administrators, Supervisors, Agents Agents can search your corporate interaction database to find existing interactions, including the interactions that they have handled in the past. Interactions can be searched by contact, by interaction, or by personal history.
PEC-AD/HIW Meeting expectations Agent Setup Administrators, Supervisors, Agents Agent Desktop Workspace enables agents and supervisors to make sure they are meeting contact center expectations by viewing contact center statistics and personal KPIs.
PEC-AD/HIW Outbound campaign calling Agent Setup, Outbound Administrators, Supervisors, Agents Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
PEC-AD/HIW Supervisor tasks Agent Setup Administrators, Supervisors Supervisors can use Agent Desktop Workspace to:
  • Monitor, coach, and barge-in on voice calls and chat interactions.
  • QA email to review outgoing email interactions before they are sent to a contact.
  • Manage an agent's status and log out an agent if necessary.
  • Move interactions to different workbins to assign them to specific agents or groups.
PEC-AD/HIW Voice recording Agent Setup, Recording Administrators, Supervisors, Agents Agent Desktop Workspace can be used to record calls for later playback, review, and QA
PEC-AD/HIW Workbins Agent Setup Administrators, Supervisors, Agents Personal and group workbins enable agents to retrieve and store email and workitem interactions. Supervisors can move interactions to different workbins to assign them to specific agents or groups.
PEC-AS/HIW Agent Desktop settings Agent Desktop, Agent Setup Administrators Configure the Agent Desktop application, including
  • what agents see and what tasks they can perform
  • interaction channels such as voice, email, chat, and social media
  • standard responses and case data
PEC-AS/HIW Contact center setup Agent Setup Administrators Configure your contact center, including users, roles, and agent groups.
PEC-CAB/HIW Providing callback services with a widget Genesys Widgets Administrators, Developers, Managers, Supervisors, Agents
Callback CustomForm 001.png

CallbackService exposes high-level API access to Genesys callback services, allowing users to use the Callback Widget to schedule a callback with customer service. CallbackService and the matching Callback Widget work together right out of the box, and they share the same configuration object. Once the plugin is registered on the bus, you can call commands on other registered plugins and subscribe to and listen for published events.

The Callback Widget form fetches user details, such as name, phone number, and email—and whether the customer would like an immediate callback or at a specified time. Callback then submits this information to Customer Service. The widget is OS independent and can run on desktop and mobile devices.

Every Callback interaction has a sequence of events we describe as the 'Interaction Lifecycle'. This is a sequence of events that tracks progress and choices from the beginning of an interaction (opening Callback), to the end (closing Callback), and every step in between.

Each event in the Interaction Lifecycle includes a block of metadata, which contains Boolean state flags, counters, timestamps, and elapsed times. These values can be used to track and identify trends or issues with callback interactions.

Callback even allows you to customize the registration form shown to users prior to starting a session. Customization is done through an object definition that defines the layout, input type, label, and attributes for each input.

CallbackFromWidget
PEC-CAB/HIW Providing callback services with Callback Agent Setup, Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Administrators, Developers, Managers, Supervisors, Agents Administrators use Agent Setup and Platform Administration to:
  • Create and manage contact center resources such as virtual queues and agents. You require at least one queue and one agent to handle callbacks.
  • Configure and manage permissions that govern user access to information and features in the Callback UI.
  • Create the virtual queues that will be used for callbacks.

Administrators use Designer to provision callback-related applications. Callback works with Designer to do such things as:

  • Connect consumers to agents who have the correct skills.
  • Time out and purge expired or abandoned callbacks.
  • Terminate callbacks when appropriate.

Callback Administrators, Developers, Supervisors, and Managers use the Callback UI to view and – if permissions allow it – manage callbacks and supported scenarios, including the ability to configure rules to manage the number of callbacks allowed in a given time frame or to limit the countries and numbers to which callbacks are allowed.

In addition to callback management, Callback Administrators and Developers use the Callback UI to incorporate Push Notification and CAPTCHA features into the user experience. The UI also provides information about errors, cross-origin resource sharing (CORS) domains, and queue configuration, all of which can be helpful when troubleshooting.

Managers and supervisors use the Pulse dashboard for real-time reporting about callbacks. Callback activity is tracked as part of the Queue reports. You can add a report widget based on the Callback Activity template to your dashboard.

For historical reporting about callbacks, managers and supervisors use Genesys Customer Experience Insights (GCXI) to generate reports.

CallbackFromPortal
PEC-CDDS/HIW Cloud Data Download Service Cloud Data Download Service Administrators Use CDDS to set up and monitor your data export jobs and download the encrypted files.
PEC-Chat/HIW Chat for agents Agent Desktop Agents, Supervisors Agents handle chat interactions in Agent Desktop.
PEC-Chat/HIW Chat routing Designer Administrators Use Designer to create an application that can route chat interactions.
PEC-Chat/HIW Chat setup Agent Setup Administrators Much of the chat functionality is pre-configured. The rest you do mainly in Agent Setup and Digital Channels, where you enable and control the various chat types for agents.
PEC-Chat/HIW Reporting Pulse Reporting, Reporting GCXI Administrators, Supervisors, Agents Supervisors and administrators can analyze current chat activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
PEC-COB/HIW Co-browse session Agent Desktop Agents Agents use Agent Desktop to participate in a co-browse session with the customer. The customer initiates the co-browse session through a chat or voice interaction.
PEC-COB/HIW Co-browse setup Configuration required Administrators, Developers You complete your setup by using the Co-browse DOM Restrictions Editor to hide sensitive customer data from agents and restrict control of elements in a Co-browse session. Then you install and configure Genesys Widgets on your website, in order for the end customer to start a co-browse session with an agent (associated with a chat or a voice session). More advanced users can deploy Co-browse using JavaScript API.
PEC-DC/HIW Chat Agent Desktop, Agent Setup Administrator Using the Chat channel, agents can respond to chat messages directed to them through Workspace Agent Desktop. Chat2
PEC-DC/HIW Email Agent Desktop, Agent Setup Administrator Genesys Multicloud CX email includes:
  • Monitoring of inbound mailboxes.
  • Automated responses to incoming emails.
  • Routing of email to the best-fit agents based on content.
  • Supervisor review of outgoing emails.
  • Routing of email to the best-fit agents based on content plus your Categories and Prioritization schemas for Engage cloud Email.
  • Near real-time dashboards for monitoring your backlog.
Email2
PEC-DC/HIW Facebook Agent Desktop, Agent Setup Administrator Using the Facebook channel, agents can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop. Facebook2
PEC-DC/HIW SMS Agent Desktop, Agent Setup Administrator Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers. SMS
PEC-DC/HIW Twitter Agent Desktop, Agent Setup Administrator Using the Twitter channel, agents can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
PEC-DC/HIW WhatsApp Agent Desktop, Agent Setup Administrator WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by Genesys Multicloud CX through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.
PEC-Email/HIW Interactions Agent Desktop, Agent Setup Administrators, Agents, Supervisors Agents use Agent Desktop to send new and reply emails to customers, adding standard responses as needed. Supervisors use Agent Desktop to review, edit, or return an outbound email to the agent for editing. Administrators use Agent Setup to determine what agents can and can't do, such as Reply All and Forward. Administrators can also set up standard responses that agents can use in drafting replies. interactions
PEC-Email/HIW Mailboxes Agent Setup, IWD Administrators With Email classic, use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.

With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes. To create email aliases that agents can choose as their From address, continue to use Agent Setup.

box
PEC-Email/HIW Reporting Pulse Reporting, Reporting GCXI Administrators, Supervisors, Agents Supervisors and administrators can analyze current email and agent activity through Workload Manager and Pulse dashboards and reports. They can use Genesys CX Insights to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.
PEC-GPA/HIW Set up and access Gplus Adapter in Salesforce Agent Setup Administrators To integrate Gplus Adapter into Salesforce, perform the Following steps:
  1. (Optional) Enable Lightning in your Salesforce environment.
  2. Integrate Gplus Adapter in Salesforce.
  3. Add users to your Call Center.
  4. Configure the Utility bar for Gplus Adapter for the agents to easily access the application.
  5. Configure the Gplus Adapter features in Agent Setup.
  6. Configure Gplus Adapter SSO
PEC-GPA/HIW Using Gplus Adapter for Salesforce Agent Desktop Agents As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.
PEC-GS/HIW Installing on a workstation Platform Administration Administrators The following steps are performed on agent workstations whether in a VDI environment or not:
  • Install the Genesys Softphone redistributable on agent workstations
  • Configure the Genesys Softphone
  • Configure the Agent's DN to enbable SIP CTI control
  • Configure SIP Server to work with Genesys Softphone
  • Set up single sign-on (optional)
PEC-GS/HIW Using Genesys Softphone Agent Desktop Supervisors Agents Agents and supervisors can make calls from their workstation using the Agent Desktop Workstation to handle call connectivity.
PEC-IVR/HIW Enterprise IVR Designer, IVR Administration Genesys Professional Services Team and customer The customer and Genesys work closely together to implement a specific pre-defined use-case, or, create and test a suitable custom IVR call-flow.
PEC-IVR/HIW GVP PaaS Designer, IVR Administration Genesys administrator and customer The call-flow is installed on the customer premises and the incoming telco connection is terminated at the computer (GVP) in the Genesys Cloud CX.

Customer manages the IVR application and back-end data integration by themselves.

Customer manages Direct-Inward-Dial (DID) groups and the mapping of those DID groups to the appropriate IVR application.

Customer can review reports relating to their IVR application using the GVP Reporting interface.

Genesys manages the infrastructure responsible to operate the IVR (processing the VXML, connecting to ASR and TTS resources, telco termination into GVP, scaling GVP to accommodate variable load and bursting).

Genesys Professional Services can be engaged to assist with implementation and/or to integrate the IVR with Genesys hosted Cloud agents.

PEC-OU/HIW Campaign management CX Contact Contact center administrators and contact center managers Contact center administrators and managers use CX Contact to configure outbound campaigns by choosing the dialing modes and pacing options, setting up and monitoring campaigns, importing contact lists, applying compliance rules, and so on.
PEC-OU/HIW Outbound for agents Agent Desktop Agents Agents use Agent Desktop Workspace to participate in Outbound campaigns. Contact records are pushed to or pulled by an agent to call a contact. The contact record is displayed in the interaction view, giving the agent access to case data, contact information, contact history, and standard responses.
PEC-REC/HIW Accessing Genesys Recording, QM and Speech Analytics Recording Agents, Supervisors, Administrators Use Genesys Recording, Quality Management and Speech Analytics to convert unstructured conversations into structured output, turning it into metadata and transcripts that can be analyzed. REC
PEC-REP/HIW Accessing reports Agent Desktop, Pulse Reporting, Reporting, Reporting GCXI Not all types of reporting apply to all contact centers. The first step in accessing reports, dashboards, or other monitoring tools is knowing which interface applies to your role, in your contact center. The links in this section lead to documentation that provides detailed information about each reporting solution, including information about how to access and understand the individual reports / dashboards, and in some cases, advanced information such as how to create or modify reports.

If you are not sure which reporting interface is right for you, talk to your administrator or manager.

PEC-ROU/HIW Genesys Task Routing Configuration required Administrators Genesys Task Routing integrates with other Genesys solutions to support blended agents handling chat, email, voice and so on, at the same time they manage workitems. task
PEC-ROU/HIW Mailbox setup Agent Setup Administrators Use Agent Setup to designate your incoming and outgoing mailboxes for email routing. You can also create email aliases that agents can choose as their From address.

With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes.

mailbox

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