View table: FeatureSection

• 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.

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.

• 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.

• 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.

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.

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

• 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)

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.

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

• 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.

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.

• 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.

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.

• 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.

• 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.

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.

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

• 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)

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.

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