Agent Table of Contents Page

Welcome title: Agent's Guide

AccessUserInterfaces title: Accessing your Genesys Engage cloud applications

• SingleSignOn title: Genesys Single Sign-On
  

AgentDesktop title: Agent Desktop (v8)

• QuickStart title: Getting started (v8)
  

• channels title: Channels (v8)
  
  • Voice title: Calls (v8)
    
  • email title: Email (v8)
    
  • Chat title: Chat (v8)
    
  • Facebook title: Facebook (v8)
    
  • Twitter title: Twitter (v8)
    

• custinter title: Customer interactions (v8)
  
  • contacts title: Contacts (v8)
    
  • hist title: Contact and interaction history (v8)
    
  • MyWorkbins title: Workbins (v8)
    
  • Responses title: Standard responses (v8)
    
  • cobrow title: Co-browse sessions (v8)
    
  • CustBrowse does not exist. Click to create CustBrowse in draft
    

• intinter title: Internal interactions (v8)
  
• Outbound title: Outbound campaigns (v8)
  
• Reports does not exist. Click to create Reports in draft
  
• Nav title: Navigating Agent Desktop (v8)
  

vm title: Voicemail for Agents

SP title: Genesys Softphone

GPA title: Gplus Adapter for Oracle Service Cloud

• GPARLoggingIn title: Logging in and out
  

• GPARStatus title: Changing Your Status
  

• GPARMultipleChat title: Managing Multiple Voice and Chat conversations
  

• GPARVoice title: Working with the Voice Channel
  
  • GPARReceivingCalls title: Receiving Calls
    
  • GPARTransferringCalls title: Transferring Calls
    
  • GPARCallRecording title: Recording a Call
    
• GPARChat title: Working with the Chat Channel
  

SFAdapters title: Gplus Adapter User Guide (v8)

• GPAStandardMode title: Gplus Adapter (v8) for Salesforce
  
  • GPAGettingStarted title: Getting started (v8)
    
  • GPALogin title: Logging in (v8)
    
  • GPAStatus title: Changing Your Status (v8)
    
  • GPAMyChannels title: Navigating to a Channel (v8)
    

• • GPAVoice title: Handling calls (v8)
    
  • GPAIncomingCall title: Answer incoming calls (v8)
    
  • GPADialCall title: Dial a call (v8)
    
  • GPASelectNumberDisplay title: Caller Identification for outbound calls (v8)
    
  • GPATransferCall title: Transfer a call (v8)
    
  • GPAInitiateConf title: Conference calls (v8)
    
  • GPAVoiceConsult title: Consultations (v8)
    
  • GPAVoiceRecord title: Recording a Call (v8)
    

• • GPAChat title: Working with the Chat channel (v8)
    
  • GPASingleChat title: Chatting with a customer (v8)
    
  • GPAManageMultiChat title: Managing multiple chat interactions (v8)
    
  • GPAChatTransfer title: Transferring a Chat (v8)
    
  • GPAChatConsult title: Chat consultations (v8)
    

• • GPAEditCaseData title: Case Information management (v8)
    
  • GPAVoiceMail title: Voicemail (v8)
    
  • GPATeamCommunicatorFavorites title: Contact management (v8)
    
  • GPAReportStatistics title: Viewing your reports (v8)
    
  • GPAFeedback title: Submitting feedback (v8)
    

• GPAWWE title: Gplus Adapter for Salesforce - Agent Desktop option (v8)
  

GPASF does not exist. Click to create GPASF in draft
GPAOption does not exist. Click to create GPAOption in draft
GPASuppFeatures does not exist. Click to create GPASuppFeatures in draft

GPAZendesk title: Gplus Adapter for Zendesk

• GPAZDSuppFeatures does not exist. Click to create GPAZDSuppFeatures in draft
  

WorkforceManagement title: Workforce Management

• WFMAgentWeb title: Workforce Management Web for Agents overview
  
• GSO title: Getting Started
  
  • WMLogIn title: Login Timestamp
    
  • MnuOpt title: Menu Options
    
  • ChgDt title: Changing the Date
    
  • LogOut title: Logging Out
    
  • SessExp title: Session Expiration
    

• SchO title: Schedule
  
  • MySchPn title: My Schedule
    
  • OthSchPn title: Other Schedules
    

• TrdgO title: Trading
  
  • WinRdMap title: Trading Windows Road Map
    
  • WinSpcTsk title: Trading Windows for Specific Tasks
    
    • RevProp title: Reviewing My Proposals and Their Responses
      
    • RevResp title: Reviewing My Responses to Other Agents' Proposals
      
    • CrtProp title: Creating Trade Proposals
      
    • AddComm title: Adding Comments to a Trade
      
    • VwPrsnl title: Viewing Personal Proposals Available to Me
      
    • VwCom title: Viewing Community Proposals
      
    • VwAgSch title: Viewing Other Agents' Schedules
      
    • VwAgDetl title: Viewing Other Agents' Schedule Details
      

• PrefO title: Preferences
  
  • AEShftPrf title: Adding and Editing Shift Preferences
    
  • AEAvlPrf title: Adding and Editing Availability Preferences
    
  • AEDyOffPrf title: Adding and Editing Day Off Preferences
    
  • AvlPtrn title: Availability Patterns
    
  • CrAvPrf title: Using Patterns for Availability Preferences
    

• TOO title: Time Off
  
  • TOPne title: Time Off Pane
    
  • LimGrd title: Time Off Limits Grid
    
  • ReqTO title: Requesting Time Off
    
    • AutoGr title: The Time Off Autogrant Feature
      
    • VacBid title: Time Off (Vacation) Bidding
      
    • WaitLst title: Wait-Listing Notes
      
  • EdtTO title: Editing Time Off
    
  • DelTO title: Deleting Time Off
    
  • ReclTO title: Recalling a Time-Off Request
    
  • TOEntCm title: Entering Comments
    

• SBO title: Bidding
  
  • ScnVw title: Bidding Scenarios View
    
  • AsgnPn title: Bidding Assignment Pane
    
  • DtlVw title: Bidding Details View
    
  • FltVw title: Bidding Assignment Filter View
    
  • SrtVw title: Bidding Assignment Sort View
    
  • DsrdVw title: Bidding Assignment Desired View
    
  • UnWntVw title: Bidding Assignment Unwanted View
    

• CfgO title: Configuration
  
  • PrsnlPn title: The Personal Pane
    
  • ShTrnsPn title: The Shared Transport Pane
    
  • ExcTtlPn title: Exception Totals Pane