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)
  
• Nav title: Navigating Agent Desktop (v8)
  

AD title: Agent Desktop (v9)

• Migrating title: Introducing Agent Desktop 9
  
• ADQuickStart title: Getting started
  
• ADNav title: Navigating Agent Desktop
  
• ADVideos title: "How To" Videos
  
• ADchannels title: Channels and the Channels tab
  
  • ADVoice title: Calls
    
  • ADOutbound title: Outbound campaigns
    
  • ADemail title: Email
    
  • ADChat title: Chat
    
  • ADFacebook title: Facebook Chat
    
  • ADTwitter title: Twitter Chat
    
  • ADWhatsApp title: WhatsApp Chat
    
  • ADSMS title: SMS Chat
    
  • ADWorkitems title: Workitems
    

• ADcustinter title: Contacts and interactions
  
  • ADcontacts title: The Contact Directory and contact management
    
  • ADhist title: Interaction history views
    
  • ADMyWorkbins title: Workbins
    
  • ADResponses title: Standard responses
    
  • ADcobrow title: Co-browse sessions
    
  • ADAltocloud title: Altocloud Chat Interaction
    

• ADintinter title: Internal interactions
  
• ADTeamCommunicator title: Team Communicator
  

vm title: Voicemail for Agents

SP title: Genesys Softphone

PDNA title: Performance DNA

• LoggingIn title: Logging In
  
• TakinganAssessment title: Taking an Assessment
  
• ViewingResults title: Viewing Results
  
• ViewingFeedbackResults title: Viewing Feedback Results
  
• Certificates title: Certificates
  
• DNA title: DNA
  
• PersonalDevelopmentReview title: Personal Development Review
  
• LoggingOut title: Logging Out
  

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)
    
  • GPAVoiceCallback title: Call back a disconnected participant (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)
  
  • GPALightning title: Lightning Experience (v8)
    

GPASFL title: Gplus Adapter for Salesforce (v9)

• GPASFLGettingStarted title: Getting started
  
• GPASFLWWE title: Working with Gplus Adapter
  
• GPASFLClickToDial title: Click-to-dial
  
• GPASFLScreenPops title: Screen Pops
  
• GPASFLActivityHistory title: Activity History
  
• GPASFLOpenMedia does not exist. Click to create GPASFLOpenMedia 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