Contents
Genesys Cloud Documentation Videos
Agent Setup
- Agent Setup - The new user interface
- Agent Setup - Importing Agent Accounts
- Agent Setup - Updating Multiple Users
- Agent Setup - Adding a User Account
Co-browse
Customer Experience Insights
- CX Insights - Introducing the Model Efficiency Dashboard
- CX Insights - Introducing the Agent Occupancy Dashboard
- CX Insights - AHT & Queue Dashboard
- CX Insights - Introducing the Supervisor Dashboard
- CX Insights - Changing your password
- CX Insights - Managing users
- CX Insights - Working with Reports
- CX Insights - Generating Historical Reports
- CX Insights - Customizing Reports
CX Contact
- Introducing CX Contact
- CX Contact - The Campaigns Tab
- CX Contact - The Lists Tab
- CX Contact - The Compliance Tab
- CX Contact - Using Compliance Tools - Custom Time Zones
- CX Contact - Using Compliance Tools - Contact Times
- CX Contact - Using Compliance Tools - Location Rules
- CX Contact - List Automation Overview
- CX Contact - List Automation Task: Load or Append a Suppression List
- CX Contact - List Automation Task: Load or Append a Contact List
- CX Contact - List Automation Task: Create a Campaign Group
Customer Experience Insights
Designer
- Genesys Designer - Using the Search Tools
- Genesys Designer - The Designer User Interface
- Genesys Designer - Overview
- Genesys Designer - Setting up Partition-Based Access Control. Part 1 - Introduction
- Genesys Designer - Setting up Partition-Based Access Control. Part 2 - Tasks
- Genesys Designer - Using cascaded routing to prioritize routing (See the Advanced Tab)
- Genesys Designer - Skill-based routing
- Genesys Designer User Interface
- Genesys Designer Quick Start Guide - Using Recorded Audio
- Genesys Designer Quick Start Guide - Add a Play Message block
Engage
Outbound
Pulse
- Genesys Pulse - Wallboards
- Genesys Pulse - Import and Export Templates, Wallboards, and Dashboards
- Genesys Pulse - Dashboard User Interface
- Genesys Pulse - The Expanded View
- Genesys Pulse - Adding a Report to the Dashboard
- Genesys Pulse - Administrators (8.1 tab)
- Genesys Pulse - Users (8.1 tab)
PureEngage Cloud
Workforce Management
- Workforce Management - Creating Forecast Templates
- Workforce Management - Creating Forecast Overlays
- Workforce Management - Creating and Publishing Forecasts - Video 1 Creating Forecast Scenarios
- Workforce Management - Creating and Publishing Forecasts - Video 2 Building Volumes for Activities
- Workforce Management - Creating and Publishing Forecasts - Video 3 Staffing the Forecast Scenario
- Workforce Management - Creating and Publishing Forecasts - Video 4 Publishing the Forecast Scenario
- Workforce Management - Using the Time-Off Calendar
- Workforce Management - Using the Time-Off Calendar - Requesting Time Off
- Workforce Management - Using the Time-Off Calendar - Editing Time Off Requests
- Workforce Management - Using the Time-Off Calendar - Recalling Time Off Requests
- Workforce Management - Using the Time-Off Calendar - Deleting Time Off Requests
- Workforce Management - Setting up adherence rules for schedule-state groups
- Workforce Management - Policy Objects: Contracts
- Workforce Management - Policy Objects: Shifts
- Workforce Management - Policy Objects: Rotating Patterns
- Workforce Management - Policy Objects: Meetings
- Workforce Management - Policy Objects: Filtering Agents by Activities
- Workforce Management - Policy Objects: Marked Time
- Workforce Management - Policy Objects: Exception Types
- Workforce Management - Policy Objects: Time Off Types
- Workforce Management - Policy Objects: Time-Off Rules, Part I: The Properties Tab
- Workforce Management - Policy Objects: Time-Off Rules, Part 2: The Rules for Requests Tab
- Workforce Management - Policy Objects: Time-Off Rules, Part 3: The Assignments Tab
- Overview of Workforce Management Localization
Widgets
Workspace Web Edition
- Workspace Web Edition "How To" Videos
- Workspace Web Edition - Transferring a call
- Workspace Web Edition - Making a conference call
- Workspace Web Edition - Making a consultation call
- Workspace Web Edition - QA review of your email
- Workspace Web Edition - Overview of the Agent Desktop
- Workspace Web Edition - Finding interactions in workbins and interaction queues
- Workspace Web Edition - Using Interim Send to reply more than once to the same email
- Workspace Web Edition - My Team Workbins
- Workspace Web Edition - Personal Workbins
- Workspace Web Edition - Workitems
- Workspace Web Edition - Interaction Search- Basic Interaction history search
- Workspace Web Edition - Contact Directory - Advanced interaction history search
- Workspace Web Edition - Forwarding an email in-line
- Workspace Web Edition - My History Advanced Search
- Workspace Web Edition - My History Quick Search
- Workspace Web Edition - Video 1 - Introduction to Workspace Outbound Campaigns
- Workspace Web Edition - Video 2 - Outbound Campaigns Automatic Delivery
- Workspace Web Edition - Video 3 - Outbound Campaigns Manual Delivery
- Workspace Web Edition - Video 4 - Outbound Campaigns Push Preview Delivery
- Workspace Web Edition - Status Controls
- Workspace Web Edition - Handling a System Disconnection
- Workspace Web Edition - Workspace Outbound Campaigns - Video 3 Manual Delivery
- Workspace Web Edition - Introducing Workspace Web Edition 9
- Workspace Web Edition - Sending a New Email
- Workspace Web Edition - Handling an email interaction
- Workspace Web Edition - Handling an email interaction - The Response Tab
- Workspace Web Edition - Sending Weblinks to your Contacts
- Workspace Web Edition - Handling a Chat Interaction
- Workspace Web Edition - Finding a Contact
- Workspace Web Edition - Transferring a Call to an Agent Group
- Workspace Web Edition - How to make a new call
- Workspace Web Edition - Contact Directory overview
- Workspace Web Edition - Handling Voice Calls
- Workspace Web Edition - Contact History Tab
- Workspace Web Edition - Handling an email interaction - The Response Tab
- Workspace Web Edition - Forwarding an email in-line
- Workspace Web Edition - Using the Forward combination menu
- Workspace Web Edition - Forwarding an email as an attachment
- Workspace Web Edition - Controlling your microphone and speakers
- Workspace Web Edition - Workitems
- Workspace Web Edition - Contact History Quick Search
- Workspace Web Edition - Contact History Advanced Search
- Workspace Web Edition - My History Quick Search
- Workspace Web Edition - My History Advanced Search
- Workspace Web Edition - Team Communicator - Sending and Receiving Instant Messages
- Workspace Web Edition - Team Communicator - Receiving Instant Messages
- Workspace Web Edition - Team Communicator - Sending Instant Messages
- Workspace Web Edition - Using the Browser Communications - Overview
- Workspace Web Edition - Using the Browser Communications Diagnostics Tool to Troubleshoot Call Quality Problems
- Workspace Web Edition - Interaction Quick Search
- Workspace Web Edition - Interaction Advanced Search
- Workspace Web Edition - Outbound Campaign Overview
- Workspace Web Edition - Outbound Campaign Automatic Mode
- Workspace Web Edition - Outbound Campaign Manual Mode
- Workspace Web Edition - Outbound Campaign Push Preview Delivery
- Workspace Web Edition - Sending Weblinks to Your Contacts
- Workspace Web Edition - Handling a Chat Interaction
- Workspace Web Edition - Viewing the Browser History of Your Customers
- Workspace Web Edition - Transferring to an Agent Group
- Workspace Web Edition - Team Lead Workbins Overview
- Workspace Web Edition Quick start - Taking a Voice Call
- Workspace Web Edition Quick start - Handling a Chat Interaction
- Workspace Web Edition Quick start - Handling an email interaction
- Workspace Web Edition - Status Controls
- Workspace Web Edition - How to send a new email
- Workspace Web Edition - How to make a new call
- Workspace Web Edition - Contact History Tab
- Workspace Web Edition - How to find a contact
- Workspace Web Edition - Contact Directory - Viewing Details
- Workspace Web Edition - Contact Directory - Phone and Email
- Workspace Web Edition - Contact Directory - Overview
- Workspace Web Edition - Quick tour of the Main Window
- Workspace Web Edition - How to log in
- Workspace Web Edition - Finding Contacts using Quick Search (Login required)
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