How voice works

How voice works

Release Notes

• Agent Workspace Release Notes

Administrator

• Set up voice
• Set up the desktop
• Route calls
• Add in-queue callback services
• Manage reporting environments

Supervisor

• Monitor a voice call
• Coach an agent on a call
• Barge in on a call
• Make a call
• Make an internal call
• View historical reports

Agent

• Make a call
• Make an internal call
• Handle calls

Developer

• Developer Center
• Callback Widget

Additional Resources

• Agent Workspace videos
• Genesys Multicloud CX community
• Voice-related Knowledge Base articles