Genesys Engage 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

• Co-browse DOM Restrictions Editor

Customer Experience Insights

• CX Insights - Customizing the Dashboard
• 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

Designer

• Genesys Designer - Building a chat-based survey
• 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

• Engage - Introducing the user interface
• Outbound (Standalone) - Scheduled Followups

Outbound

• Outbound Dialing Modes: Overview
• Outbound Dialing Modes: Business Scenarios

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)

Genesys Engage cloud

• Genesys Engage cloud - Introducing Agent Desktop

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

• Getting Started with the WebChat Widget

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)