Agent's Guide

Basics

• Getting started
• Digital channels
• What are Interactions?
• Connecting with other agents
• Navigating the Interface
• Using the Agent Desktop v9
• Using the Agent Desktop v8

Channels

• Voice calls
• Email
• Chat
• Outbound campaigns

Managing Contacts

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

GPlus Adapter

• Gplus Adapter for Salesforce
• Gplus Adapter for Salesforce - Agent Desktop option

Workforce Management

• User's Guide

What is the role of an Agent ?

An agent is the front line of the contact center. They communicate with customers and fellow team members through various channels, such as voice calls, chat, and email.

As an agent, you can be assigned to specific channels, consult with team members, and assist customers by providing standard responses to their 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.