Agent's Guide

Basics

• Getting started
• Digital channels
• What are Interactions?
• Connecting with other agents
• Navigating the Interface
• Voicemail

Channels

• Voice calls
• Email
• Chat
• Facebook
• Twitter
• Outbound campaigns

Managing Contacts

• Finding contacts
• Finding past interactions
• Work in-progress

GPlus Adapter

• Gplus Adapter for Oracle Service Cloud
• Gplus Adapter for Salesforce
• Gplus Adapter for Saleforce - Agent Desktop option

Workforce Management

• User's Guide

What is the role of an Agent ?

Agents are the front line of any contact center. Agents communicate with customers and team members through channels such as calls, chats, and email. Agents

• respond to or contact customers through the channels assigned to you
• get help from team members
• find standard responses to customer questions

Ready? Watch the video for a quick tour of Agent Desktop, and then get started.

Looking for answers to specific questions? Try these topics:

• Customer interactions
• Internal interactions
• Channels
• Contact Directory
• Reports on how I'm doing and how my contact center is doing

Lost? See Navigating Agent Desktop.

About Genesys Cloud

Genesys Engage cloud architecture leverages the world-class SIP-based GVP/Media Services products at the core of Genesys Engage while providing the full Genesys Engage suite of services in the cloud. This offer is customizable to meet the needs of enterprise customers, whether they need a large number of seats, heavy-duty premise system integration, or bespoke routing and reporting. Built on market-leading universal queuing and routing features, the full Genesys Engage suite will add the ability to support blended agents of any type, including blending inbound with outbound, voice with e-Services, or any other combination.