Genesys Cloud Agent Training

• Explore the Agent Interface

• Different Components & Functions

• Customizing the Agent Interface

Add favorites(Click on link in resources)

To find and communicate quickly with the people and groups you contact most often, add them as favorites.

Click Favorite anywhere you see it:

• On a contact card

• On a profile page

• At the top of a chat window

• Beside a chat room name in the chat roster list, and more

To remove a favorite, click Favorite again.

Your favorites appear in the Favorites panel and, when you start a chat with them, at the beginning of your chat roster.

Add favorites in the Favorites panel

You can also add favorite people and groups in the Favorites panel.

1. To open the Favorites panel, click Favorites .

2. To favorite a person, click the People tab and begin typing a name. From the results list, select the person to add to your Favorites list.

3. To favorite a group, click the Groups tab and begin typing a group name. From the results list, select the group to add to your Favorites list.

Notes:

1. • You cannot add personal groups to your favorites from the Favorites panel. You can add personal groups to your favorites by clicking the star beside the chat room’s name.

   • You can only favorite internal contacts and groups.

Select a phone(Click on link in resources)

Prerequisites

• Conversation > Call > Add permission (included in the Communicate – User role)

To make and receive calls, select a phone from the Calls panel. You can also select and change your phone from User settings.

Note: If you choose a different primary number on your profile than the work number assigned to you by an administrator, then incoming calls do not go to your selected phone. Incoming calls instead go to your primary number. You still use your selected phone to place outbound calls.

When you initially log in to Genesys Cloud for the first time, you do not have a selected phone. To indicate that you do not have a selected phone, Calls appears red to prompt you to select a phone. Similarly, if your selected phone becomes disassociated, Calls appears red.

To select a phone, do the following:

1. From the sidebar, click Calls . The Calls panel appears.

2. In the Calls panel, click Phone Details . The Phone Details panel opens.

3. Under, Your device for calls, click Select phone .

4. Begin to type the phone name in the Search box and select it from the list of suggestions.

Note: Stand-alone phones do not appear in the suggestion list.

1. (Optional) To cancel a phone selection, to the right of the phone name, click Menu down and click Deselect Phone.

Notes:

• If you do not know which phone to select or do not see your phone, contact your administrator.

• For more information about how an administrator sets up phones, see Phones overview.

Change presence and status(Click on link in resources)

To update your presence, change your status in user settings. For more information about statuses, see Presence, status, and activity indicators.

Note: If your administrator enabled geolocation for your organization, you can also choose to share your current geolocation with other users. Your current geolocation appears with your presence information.

Change your status in user settings:

1. 1. To access user settings, from the sidebar, select your profile picture.

   2. In user settings, select your status.

   3. Optionally, if a chevron () follows a status, you can select a secondary status.

   4. Optionally, if you want to show more information about your status, type a brief note in the What’s on your mind? field. You can also add a custom message from the edit mode in your profile. To remind you that you have entered a custom message, quotation marks appear next to your profile picture in the sidebar. The custom message appears with your presence and status on your profile and throughout Genesys Cloud.

   5. If you select Out of Office, enter the start date and time, and optionally, the end date and time.

      1. Click Out of Office.

      2. Enable Out of Office Status.

      3. Type or select the Start Date, Start Time, End Date, and End Time. If you don’t want to give an end date, enable Indefinitely?.

      4. Click Save.

Your Out of Office presence and status appears on your profile and throughout Genesys Cloud. It includes the end date if you entered one.

Notes:

• When you log on to Genesys Cloud, your default status is Available.

• When you change your status or presence, the change takes effect immediately.

• When you select some statuses, like Busy and Out of Office, Genesys Cloud automatically sends your calls to voicemail. For more information about the types of status and presence, see Presence, status, and activity indicators.

• Genesys Cloud displays activity indicators below your presence. These indicators show when a business user on a call and when an agent is on calls or working other interactions.

• By default, if you lose your connection for less than 60 seconds, Genesys Cloud returns you to the status you had before the disconnect. Your admin can configure your organizations reconnection settings.

• With proper configuration, Genesys Cloud retrieves presence values for SCIM users from external systems like Zoom and Microsoft Teams. When the Genesys Cloud SCIM user is not logged into Genesys Cloud, Genesys Cloud displays the user's external presence throughout Genesys Cloud.

Set your status to Out of Office(Click on link in resources)

To set your status to Out of Office, use these steps:

1. Go to User settings.

2. At the lower left, click Out of Office .

3. Enable Out of Office Status.

4. Set the appropriate dates and times.

5. Click Save.

For more information about presence and status, see Presence, status, and activity indicators overview and Change presence and status.

Change web app preferences(Click on link in resources)

Change notification, chat, password, voicemail PIN, and language settings in the web browser app with Genesys Cloud Preferences.

To access Preferences, from the sidebar, click your profile picture. Then click Preferences.

From the list select the preference that you would like to update.

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Set notification preferences

Genesys Cloud alerts you to events including new direct and group chat messages or incoming calls. You can control these notifications.

To change your notification settings, from Preferences, click Notifications. You can adjust the following settings:

Choose whether to receive notifications on your desktop.

• To receive all notifications, click Allow Pop-up Notifications.

• To stop receiving Genesys Cloud notifications, clear Allow Pop-up Notifications.

To see how and where notifications display, click Send test notification.

Note:

• Internet Explorer does not support notifications.

• Chrome, Firefox, and Safari support text-only notifications (no emojis in the pop-ups).

Set chat preferences

You can change how chat conversations and the chat roster appear.

From Preferences, click Chat. You can also access chat preferences from the chat panel. You can adjust the following preferences:

Category

Settings

Sort Order

From the list, choose how chat rooms appear in the chat roster.

• Most Recent lists chats in each category from newest to oldest activity.

• A to Z lists chats in each category in alphabetical order.

Notifications

Choose whether new chats make a sound.

• To turn off sound notifications for new chat messages, enable Mute all chat sounds.

• To turn on sound notifications for new chat messages, clear Mute all chat sounds.

Media

From the list, choose how media, including images, social media, and videos, display in your chats.

• To show media open in chats, click Expanded by default.

• To keep media hidden until you select them, click Collapsed by default.

For more information about images and media in chats, see Send media and files in a chat.

Display Density

From the list, choose the amount of spacing between chat room names in the chat roster.

• For the most spacing, click Comfortable.

• For medium spacing, click Compact.

• For the least spacing, click Minimal.

Giphy Keyboard

When you use the /giphy chat command, you can customize how you want the gif appears. From the list, choose how you want the selections of GIFs to appear:

• To display the first row of GIFs to choose from, click Collapsed by default.

• To display the first four rows of GIFs to choose from, click Expanded by default.

• To keep the display in the state last used, click Remember last state.

Note: Your admin can disable the /giphy function.

Change your password

Two weeks before your password expires, Genesys Cloud sends you an email reminder to change it. To change your password, from Preferences, click Password.

1. Complete the three fields. As you type the new password, Genesys Cloud prompts you with suggestions to meet the requirements. The default password requirements are as follows:

   • The minimum length is eight characters.

   • Passwords must contain at least one number, one special character, one uppercase letter, and one lowercase letter.

   • The maximum length for a password is 400 characters.

Note: Your administrator can establish different minimum and maximum requirements for your organization.

2. After you complete the fields, click Change Password.

Note: If your new password doesn’t fit your organization’s minimum and maximum requirements, Genesys Cloud displays a message with suggested changes to meet the requirements.

1. Use your new password the next time you log in to Genesys Cloud.

Change your voicemail PIN

Use your voicemail PIN to access your voicemail from your phone when you are not logged in to Genesys Cloud.

To change your voicemail PIN, from Preferences, click Voicemail PIN.

1. Enter your new PIN in the fields.

2. Click Change PIN.

Change your language selection

Select your preferred language.

1. From Preferences, click Language.

2. From the list, click the name of your preferred language.

3. Click Apply and reload. Genesys Cloud refreshes with your language selection.

Set sound preferences

Audio Device Profile

You can test and adjust sound levels for input and output devices and set up audio profiles in your sound preferences. For more information about audio device profiles, see Create a new audio profile.

Volume settings

To adjust and test your sound preferences, do the following:

1. From the device list, select the device you want to adjust.

2. Move the slider to adjust the volume levels for these settings:

Call Volume

The volume level for the incoming voice on a WebRTC call.

Phone Ringer Volume

The volume level for incoming phone call alerts.

Chat Notification Volume

The volume level for incoming chat alerts.

Interaction Notification Volume

The volume level for agents' incoming interaction alerts.

Video Notification Volume

The volume for video notifications.

1. To test the volume levels for each setting, click Play.

Ringtones

1. From the list, select a ringtone. Genesys Cloud plays a sample of the ringtone.

2. (Optional) Repeat step 1 until you find the ringtone that you want to use.

Advanced mic settings

Genesys Cloud's microphone sound processing provides the best audio experience for most environments. In some environments, you may improve the audio experience by disabling some or all microphone sound processing.

To change advanced microphone settings, follow these steps:

1. Click Advanced Mic Settings. The panel expands to show the advanced microphone settings.

2. Disable or enable the following settings:

   • Automatic Mic Gain controls microphone volume levels. Disable this option if you experience microphone volume fluctuation.

   • Echo Cancellation removes from the microphone sound that comes through your speakers. If you do not use speakers, this option has no effect on your sound quality.

   • Noise Suppression removes background noise. In some situations, the microphone may be unable to separate your voice from the noises around you. Try to position your microphone closer to your mouth and speak louder before you disable this option.

Note: For more information about testing your microphone, see Test your microphone.

Note: You can also access your sound preferences in Device Volumes.

Set video preferences

You can set your preference for how you want to join video chats.

To set your video preferences, from Preferences, click Video.

• To join video chats with your microphone off, enable Mute my mic when joining.

• To join video chats with your video off, enable Disable my camera when joining.

• To join video chats automatically, without a confirmation window, enable Join conference automatically.

• To join video chats with video popped out, enable Always popout my video when joining.

Forward your calls(Click on link in resources)

Prerequisites

The following permissions:

• Conversation > Call Forwarding > Edit

• Conversation > Call > Add

• Conversation > Conference > Add

• Voicemail > Voicemail > Receive

Genesys Cloud’s call forwarding helps your calls find you when you are away from your workstation. You can specify the sequence and up to four numbers that Genesys Cloud rings until either you answer or the call goes to voicemail. You can also specify whether to leave voicemail at your phone or at the last external number Genesys Cloud rings.

With the web, desktop, and mobile Genesys Cloud apps, follow-me call forwarding is easy to configure as needed.

Warning: Forwarding a phone call to a private phone number could violate certain regulations, such as HIPAA. Do not forward phone calls to private phone numbers if calls could include sensitive information, such as credit card information.

Enable call forwarding

Enable and configure follow-me call forwarding from the Calls panel

To enable call forwarding from the Calls panel, follow these steps:

1. Select Calls .

2. Select Phone Details .
   The Phone Details panel opens.

3. Enable Forward Calls.

4. Under Find me at the following numbers, enter the numbers that you want Genesys Cloud to forward your calls to.
   The Calls icon changes to indicate that you are forwarding your calls.

Notes:

1. • You must enter phone numbers in E.164 format.

   • You cannot specify an internal Genesys Cloud number for use with the Use the voicemail service of this external number check box.

2. Optionally, to add additional numbers, click Add and repeat step 4 until you have entered all the numbers you want Genesys Cloud to forward your calls to.

Note: While you can forward calls to as many as three numbers, be mindful that some callers may hang up before reaching you.

1. Optionally, to enable Genesys Cloud to leave voicemail at the last number tried, select the Use the voicemail service of this external number check box. This number cannot be an internal Genesys Cloud number. If you do not enable this option, Genesys Cloud leaves voicemail in your Genesys Cloud voicemail inbox.

Enable and configure follow-me call forwarding from User Settings

Caution: Do not use a hardware phone’s menu system to configure it to wait longer than 12 seconds (two rings) to forward a call. After 12 seconds, Genesys Cloud voicemail may prevent call forwarding.

Notes:

• With call forwarding enabled, your Genesys Cloud phone does not ring.

• The number of rings per number is specific to each target device.

• If you are an agent, you cannot forward calls while you are On Queue. Going On Queue automatically stops call forwarding. When you go Off Queue, call forwarding remains stopped. For more information about going On Queue, see On Queue and Off Queue.

• If you forward your calls while part of a group ring, the group ring skips you.

• To detect a live person, Genesys Cloud uses Answering Machine Detection (AMD). If AMD detects no live person, Genesys cloud tries the next specified number. If AMD detects no live person at the last number specified and you have not configured that number to use its voicemail, the call returns to Genesys Cloud voicemail.

Choose queues to work(Click on link in resources)

Prerequisites

The following permissions:

• Routing > Queue > Join

• Routing > Queue > View

Agents, in addition to supervisors, can specify the queues to work. Agents can activate queues and later stop working specific queues as necessary, or as permissions allow.

Notes:

• You, or your supervisor, must activate queues to determines which queues are available when an you goes on queue.

• Queues are division-aware; you cannot activate a queue from another division.

To access the Active and Available queues lists and to specify queues:

1. From user settings, click Activate Queues. The Active and Available queues lists appear.

1. To activate a queue, click Activate. To see the results, click refresh.

2. To deactivate a queue, click Deactivate. To see the results, click refresh.

Note: You can enter a string in the Search for queues box to filter the queues displayed in each list.

These lists display the queues that the logged-in agent is a member of. The queues in the Active Queues list are the queues that you work after you select the On Queue status. When you activate and deactivate queues, your queue membership does not change.

Place a call on behalf of a queue(Click on link in resources)

Prerequisites

• A selected phone

The following permissions:

• Conversation > Call > Add

• Routing > Agent > OnQueue

• Routing > Queue > Join (recommended)

• Routing > Queue > Search

• Routing > Queue > View

• Scripter > PublishedScript > View (recommended)

• Responses > Library > View (recommended)

• Externalcontacts > Contacts > All (recommended)

• Externalcontacts > Conversation > All(recommended)

• Externalcontacts > Externalorganization > All(recommended)

• Externalcontacts > Customfields > View (recommended)

Note: This feature is not available for Communicate users.

The On Behalf of Queue option is for agents to place an outbound call, such as a follow-up call, on behalf of a queue without going On Queue. The On Behalf of Queue option allows an agent to place an outbound call related to a queue without receiving other interactions. The agent receives credit for the call because the call statistics are associated with the selected queue.

To place a call on behalf of a queue:

1. Click Interactions.

2. To start a call on behalf of a queue, depending on your permissions, at the top of the Interactions panel, do one of the following:

   • Click Start a new call .

Show me

The Make Call window appears.

1. • Click Start a conversation .

Show me

The Start a conversation icon appears when you have permission to start conversations on more than two different outgoing channels.

The Start a conversation window appears. Click the Make Call tab.

1. To choose an available queue, begin to type the name of a queue in the On Behalf of Queue box. From the list of suggested queues, select the queue you want to call on behalf of.

Note: For more information about seeing which queues you are a member of, see Activate queues.

1. In the Enter Names and Numbers field, begin typing the name of the person you want to call. Select the person from the suggestions listed. Alternatively, type the phone number and press Enter.

Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.

1. To start the call, click the Call button or press Enter.
   Genesys Cloud displays the call in the Active Interactions list and in the Interaction panel.

2. To end the call, click End Call.

3. Complete any after call work needed for the call.

Schedule callbacks during a voice interaction(Click on link in resources)

Prerequisites

• Conversation > Callback > Create permission

A callback is an outbound call requested by a contact. You can schedule a callback during a voice interaction. At the scheduled date and time, Genesys Cloud routes the interaction to an agent. For more information about how to place, transfer, or dismiss a callback, see Voice interactions for agents overview.

1. From a voice interaction, click Schedule a callback .

2. Type or select the date for the callback.

3. Type or select a time for the callback.

4. (Optional) If the contact is not in your time zone, begin to type a time zone name and, from the list, select the appropriate one for the contact. Each time zone gets its name from a continent or ocean and then the largest city in the region, for example, America/New_York or Europe/Paris.

Supported time zone names

1. If the contact wants the callback to use a different phone number, type the number that they prefer.

2. To route the callback to you, select Route callback to me if possible. By default, scheduled callbacks route to the queue that received the original interaction.
   
   

Note: If you miss a scheduled callback, Genesys Cloud immediately routes it to the next available agent in the queue. If there is not another agent on queue, the callback remains in the queue until an agent becomes available.

1. (Optional) If your admin has enabled owned callbacks, to take ownership of a callback, select Take Ownership. The callback waits for you to become available for the time configured by your admin.

Notes:

1. • Your admin can configure how far in advance you can schedule an owned callback. The maximum schedule out time can range from one hour to 30 days.

   • You cannot edit an owned callback within 15 minutes of the scheduled callback time.

   • Your admin can also set the length of time that you own a callback from one hour to seven days.

2. At the bottom of the Schedule a callback panel, click Schedule.

Notes:

• You cannot schedule a callback for more than 30 days in advance.

• For more information about how to cancel a scheduled callback, see Scheduled Callbacks view.

Set up group workspaces(Click on link in resources)

To begin creating group workspaces for storing and sharing documents, continue to the next article in this series.

Prerequisites

• Content_management_admin permission assigned to any role

You can create group workspaces and assign the users and groups who can access them. You can also create tags that users can assign to the files in the group workspaces.

Create a group workspace

1. Click Admin.

2. Under Documents, click Workspaces.

3. Click Create Workspace.

4. In the Workspace Name box, type a descriptive name for the workspace.

5. In the Workspace Description box, type a meaningful explanation of the workspace.

6. Click Save.

Add tags to a group workspace

Specify tags for a group workspace that appear as a list of predefined options for workspace members to assign to the documents in the workspace. Tags are keywords that describe each file’s content or purpose. Do not include file names or file types; Documents indexes those items automatically.

For more information about tags, see Use content tags.

1. Click Admin.

2. Under Documents, click Workspaces.

3. Hover over the name of the workspace you want to tag and click Properties icon.

4. Click the Tags tab.

5. In the New Tag box, type the keyword and click Add.

6. To add more tags, repeat step 5 as needed.

7. Click Save.

8. (Optional) To remove a tag, hover over the tag and click Delete Workspace icon.

Add members and assign access

For more information about who can belong to a shared workspace, see Understand group workspace membership. For more information about access levels, see Understand access levels for group workspaces.

1. Click Admin.

2. Under Documents, click Workspaces.

3. Hover over the name of the workspace you want to add members to and click Membership icon.

4. Click the lock icon for the workspace.

5. In the Search for Individuals or Groups to Add box, type the first few letters of a person’s or group’s name. Then select the name from the list.

6. From the list to the right of the person’s or group’s name, select the appropriate workspace access level for the person or group.

7. (Optional) To remove a member from a group workspace, to the rightmost of the member’s name, click Remove icon.

8. Click Save.

Add files to a workspace(Click on link in resources)

To add files to your workspace, upload them from your desktop or mobile device.

Prerequisites

• Content Management User permission assigned to any role

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What you can upload

• You can upload any type of file.

• You can upload any number of files, but each file must be no more than 2GB.

Add files to a workspace

The following section describes how to add a file from the Documents Dashboard.

1. Click Documents.

2. Find the workspace to which you want to upload files and click the upload button.
   

3. Select the files. You can drag and drop a file onto the page, or you can click Browse for Documents.

4. To give a file a different name before you upload it, type over its original name.

5. To assign tags to a file, type a term in the Tags box. Similar tag names appear.

6. Select an existing tag or create a tag. You can add as many tags as you want. For more information, see About content tags.

Note: To add more files, click Add More Documents.

1. Click Start Upload.
   A progress indicator appears for each file.

2. To return to the workspace, click Close.

3. To share an uploaded file, click the share link.
   
   For more about sharing a file, see About sharing files. For more about how to replace a file, see Upload a new version of a file.

The Upload Files button

To add files to a workspace, you can also use the Upload Files button, which appears on several pages in Documents.

1. Click Upload Files.

2. Select the files. You can drag and drop a file onto the screen or you can click Browse for Documents.

3. To give a file a different name before you upload it, type over its original name.

4. To assign tags to a file, start typing a tag in the Tags box. Similar tag names appear. Either select an existing tag or type a new one. You can add as many tags as you want. For more information, see About content tags.

Note: To add more files, click Add More Documents.

1. Click Start Upload. Genesys Cloud displays the progress of each file.

2. To return to the workspace, click Close.

3. To share an uploaded file, click the share link.
   For more information about sharing files, see About sharing files.

Files that are automatically added to your personal workspace

The following types of files are automatically added to your My Workspace:

• Call recordings

• Inbound faxes

• Outbound faxes

For information on how to listen to call recordings, see Listen to recordings.

• Voice Interactions

• General Queue Information

• Chat & Email Interactions

• Social Media Interactions

Accept a call(Click on link in resources)

Inbound and outbound voice interactions appear the same in the Interaction panel. Genesys Cloud alerts the agent and the agent must accept the call to begin the interaction.

To accept voice interactions:

1. Log in as an agent and go on queue.
   The Interactions panel opens. Incoming calls appear in the Active Interactions list.

2. To begin the call, click Answer.

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.

Accept an email interaction(Click on link in resources)

To accept an email interaction, follow these steps:

1. Log in as an agent and go on queue. The Interactions panel opens and incoming email messages appear in the Active Interactions list.

2. To read and respond to the message, click Answer.

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.

Accept and respond to a message interaction(Click on link in resources)

Prerequisites

• Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license

• Web messaging: Conversation > Webmessaging > View and Accept permission

• Other messaging channels: Conversation > Message > Create or View and Accept permission

1. Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list.

2. To accept a message interaction, click Answer.

Notes:

1. • The icon on the interaction alert indicates the interaction’s messaging channel.

   • A green shield with a check-mark indicates an authenticated web message.

   • When you answer an interaction, the channel icon for the current interaction also appears above the conversation window.

   • If the inbound message is from WhatsApp, you must answer it within 24 hours. After 24 hours, any messages that you try to send in response results in an error and failed delivery.

   • Some messaging interactions may include interaction with a bot. When you receive a messaging interaction from a bot, Genesys Cloud provides a transcript of the conversation history that includes any options that the bot may have offered. Depending on your organization, the history can include the following:

     • Quick replies

     • Cards

     • Carousels

2. Type your response to the incoming message. Your response can contain up to 2,000 characters. It can include emojis and, if the interaction is coming from LINE, can include stickers. Attached images must be in .jpg, .png, or .gif format.

3. To send your message, press Enter.

4. To continue the conversation, repeat steps 3–4 as needed.

5. To end the interaction, click End Messages.

6. Complete any needed after contact work.

Notes:

• When an agent declines or does not answer an interaction within a certain amount of time, Genesys Cloud places the agent into Not Responding status. While Not Responding, the agent does not receive new interactions. Declined or not answered interactions reenter the queue.

• Some messaging channels do not support inbound animated GIFs and stickers. If you receive a message attachment with an error, or if you cannot see a message, check with your administrator to make sure that your organization supports the file type.

• With SMS, third-party messaging channels and web messaging, Genesys Cloud confirms a successful message delivery with a check icon. If message delivery fails, Genesys Cloud displays a warning icon to inform you of a delivery error.

Accept and respond to an SMS message interaction(Click on link in resources)

Prerequisites

• Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license

• Conversation > Message > Create permission

1. Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list.

2. To begin a message interaction, click Answer.

Notes:

1. • Agents can receive inbound and outbound MMS messages and can view .jpg, .png, and .gif media. Genesys Cloud does not display other media and notifies agents that the message has no content. For more information about group SMS messages, see FAQs: ACD messages.

   • If your admin enables auto answer for SMS interactions, then to alert you of a new SMS interaction, Genesys Cloud plays a short audible alert. For more information, see Create and configure queues.

2. Type your response to the incoming message. Your response can contain up to 160 single-byte characters and can include emojis. The counter shows the remaining characters based on the character set you are using.

Note: For more information about messaging character limits, see FAQ: Is there a character limit for SMS messages? and FAQ: How does Genesys Cloud handle messages with Unicode characters?.

1. To send your message, press Enter.

2. To continue the conversation, repeat steps 3–4 as needed.

3. To end the conversation, click End Messages.

4. Complete any required after contact work.

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.

Accept and respond to a social media message interaction(Click on link in resources)

Prerequisites

• Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license

• Conversation > Message > Create permission

1. Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list.

2. To begin a message interaction, click Answer.

Notes:

1. • Agents can receive inbound and outbound MMS messages and can view .jpg, .png, and .gif media. Genesys Cloud does not display other media and notifies agents that the message has no content. For more information about group SMS messages, see FAQs: ACD messages.

   • If your admin enables auto answer for SMS interactions, then to alert you of a new SMS interaction, Genesys Cloud plays a short audible alert. For more information, see Create and configure queues.

2. Type your response to the incoming message. Your response can contain up to 160 single-byte characters and can include emojis. The counter shows the remaining characters based on the character set you are using.

Note: For more information about messaging character limits, see FAQ: Is there a character limit for SMS messages? and FAQ: How does Genesys Cloud handle messages with Unicode characters?.

1. To send your message, press Enter.

2. To continue the conversation, repeat steps 3–4 as needed.

3. To end the conversation, click End Messages.

4. Complete any required after contact work.

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.

• Interaction Workspace

• Multiple Interactions

• Customer History & Journey

Manage multiple interactions(Click on link in resources)

Depending on your organization settings, you can receive and work with multiple interactions and types of interactions at the same time. For example, you could work with two chats at one time or receive a call while answering chats. Or you could work with two email interactions and place a call on behalf of a queue.

Note: For more information, see Agent utilization.

When you go on queue to accept new interactions, the Interactions panel opens. When you are not on queue, to view the Interactions panel, from the sidebar, click Interactions.

To accept a new interaction, click Answer. To refuse an incoming interaction, click Decline. For more information, see Accept and complete interactions.

On the left side, the Interactions list, or roster, new and current interactions appear. Each interaction appears separately in the list. If an external contact has multiple interactions on different channels, Genesys Cloud groups that external contact’s interactions together. To work with an interaction, select its card from the Interactions list.

To track your current interactions, use the Interactions list. Timers and status icons indicate the type of interaction, its status–active or after-call work (ACW), and the duration of the interaction’s status.

Important: To build the interaction history for a contact and organization, remember to always link the contact that is associated with an interaction.

• Quality Evaluations

• Performance & Queues Activity

• Coaching & Training

My Performance view(Click on link in resources)

Prerequisites

The following permissions:

• Analytics > Conversation Aggregate > View permission

• To activate and deactivate queues: Routing > Queue > Join permission

• To export view data: Analytics > Data Export > All

View your detailed performance metrics, including a summary row of data for the dates displayed. To see your My Performance view, click Performance > Workspace > My Performance.

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh icon.

To save the view with your filter and column settings, click Save icon.

To export the data in the view, click Export icon.

Click the tabs to open your My Status, My Evaluations, My Schedule, and My Development views.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate yourself for queues

Choose which queues to work by activating and deactivating queues. After you activate a queue, when you are On Queue, you receive interactions from that queue. You must be a member of a queue in order to activate or deactivate it.

To activate or deactivate queues from this view:

1. Click the Queue Activation icon .

2. Select the queues you want the agent to work.

3. Click Update.

Customize the view

To show only certain data, customize the view. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.

Collapse All

Filter metrics by date

Use the date filter to customize analytics views.

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Use presets to filter metrics by date, or configure a custom date range.

To use a preset to filter metrics, complete the following steps:

1. Click the date to display the date filter.

2. Under KEY DATE select Transcript Start or Conversation Start.

3. In the Presets list, select a preset date option.

Date presets

Presets

Description

Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Transcript Start

Sorts the search results according to when the transcript begins.

Conversation Start

Sorts the search results according to when the conversation begins.

Today

Shows data for the time period that includes the current interval.

Yesterday

Shows data for the previous day.

This week

Shows data for a Sunday through Saturday time period.

Last week

Shows data for the previous week, Sunday through Saturday.

Previous 7 days

Shows data for the previous seven days.

This month

Shows data for the current month, with no extra days.

This month by week

Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

Last month

Shows data for the previous calendar month with no extra days.

Previous 30 days

Shows data for the previous 30 days.

Previous 3 months

Shows data for the previous 3 months.

Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Day

Shows data for a single 24-hour day.

Week

Shows data for a Sunday through Saturday time period.

Month

Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.

Month by Week

Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.

2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

Filter by media type

1. To filter by media type, click the Filter icon .

2. Select the media type.
   

Notes:

• When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.

• You cannot select the voice and callback types at the same time.

• If you select voice, the callback option will be deselected, and if you select callback, the voice interaction will be deselected.

The selected media type icon is displayed above the column headers.

Note: The available media types may vary from those shown above.

Show or hide chart

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

Show, hide, and rearrange columns

To show or hide topic columns, click and then search or scroll to select the columns you want to view.

To rearrange topic columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 topic columns.

Filter by interaction details

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Interactions filters

Filter

Description

ACD

Displays metrics for data that is either associated or not associated with a queue.

Select Yes to filter for data associated with a queue, and No to filter for data not associated with a queue.

Queue

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.

Skills

Displays metrics for interactions with agents who have the selected skills.

Filter for multiple skills at one time by entering other skills and searching again.

Languages

Displays metrics for interactions with agents who have the selected languages.

Filter for multiple languages at one time by entering other languages and searching again.

Wrap-up

Displays metrics for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

Direction

Displays metrics for interactions of the selected directions.

Initial Direction

Displays information about interactions with the selected initial direction.

Message Type

Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.

Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp.

Has Media

Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message.

Provider

The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

Routing Used

Displays the routing method that was used to get to the agent who answered the interaction.

The routing data is relevant beginning September 5, 2020.

Routing Requested

Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

The routing data is relevant beginning September 5, 2020.

Agent Assist

Yes displays data for interactions that had Agent Assist.

No displays data for interactions that did not have Agent Assist.

Work Team

Displays metrics for interactions associated with the selected work team.

Filter for multiple work teams at one time by entering other work teams and searching again.

For more information, see Work teams overview.

External Tag

Displays information for interactions that have the External Tag attached to the conversation record.

Note: External tag data is not available for web chat interactions.

Station Errors

A subset of error codes specific to station errors. For more information, see Station errors.

Notes:

• Real-time updates stop while any filters in the Filters pane are active. To get the most current data, click the Refresh icon.

• When filtering the interaction information, the metrics change based on the filters used and the list of agents remains the same.

• The skills and languages filters use agents’ ACD skills or languages, not the skills, or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.

• When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.

Available columns

Your customizations determine the metric columns that the view shows.

Available columns

Column

Description

Answered

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Handle

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.

Avg Handle

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

Avg Hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

Avg ACW

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

Avg Dialing

The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.

Calculated by: (total dialing time/ total number of dialing segments)

Avg Contacting

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Calculated by: (total contacting time/ total number of contacting segments)

Total Handle

The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

Total Talk

The total number of segments where an agent spent time talking/interacting on a conversation

Total Hold

The cumulative hold time for all interactions.

Total ACW

The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.

Total Dialing

The total amount of time an outbound interaction spends dialing a contact.

Total Contacting

The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Held

The number of interactions with holds.

Transferred

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.

Outbound

This metric represents the number of outbound interactions placed on behalf of queue.

Alert – No Answer

The number of times the agent did not answer an offered interaction while On Queue or Interacting. While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.

Total Alert – No Answer

The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

Alert

The number of times agents receive an alert for interactions.

Total Alert

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.

Transfer %

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

ACW

The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.

Contacting

The number of contacting segments for the agent and interval.

Dialing

The number of dialing segments for the agent and interval.

Max Contacting

The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Max Dialing

The maximum amount of time an outbound interaction spends dialing a contact.

Min Contacting

The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Min Dialing

The minimum amount of time an outbound interaction spends dialing a contact.

Talk

The number sessions where user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

Review released evaluations(Click on link in resources)

Prerequisites

• Analytics > Conversation Aggregate > View permission

• Quality > Evaluation > Edit Agent Sign-off permission

• Quality > Evaluation > View permission

Agents can review evaluations for specific interactions. Evaluations are typically released for agent review after a Quality Evaluator has scored them. Supervisors and managers can see details about an agent’s evaluations, including whether the agent has reviewed an evaluation, on the Agents Evaluation Detail view. To review your released evaluations, complete the following steps:

1. Click Performance > Workspace > My Performance.

2. From the My Performance view, click the Evaluations tab.

3. From the My Evaluations view, click the Release Date / Time of the evaluation you want to review.

Notes:

1. • You can also view released evaluations waiting for review from your inbox. For more information, see View evaluations from the inbox.

   • You cannot review evaluations older than 90 days, from the day the evaluation was created, but the evaluations will not be deleted.

2. From the interactions detail page, review your scores and any comments added by the evaluator while listening to the recording.

3. To add your comments to the evaluation, click [Agent comments].

4. To finish reviewing the evaluation, select I have reviewed this evaluation.

5. Click Save.

Work with and complete a development and feedback module(Click on link in resources)

Prerequisites:

• Learning > Assignment > View permission

As an agent, you will receive a notification when someone assigns a module to you. The notification stays in the inbox until you complete the module.

The completion of learning modules enables agents to gain vital skills and knowledge to help them in their role. Organizations can create custom modules, specific to their company needs, ensuring you always have the most up to date and relevant knowledge or information.

Note:

When working with Development and Feedback, you can only create, work with, edit, and assign a feedback module in divisions for which you have permission. That is, you can only view data from the divisions that you are a member of. For more information, see Divisions overview and Assign roles, divisions, licenses, and add-ons.

You can review the content provided in the module content step and you can load the content in any order you desire. For more information, see Add content to a development and feedback module.

To view and complete a module:

1. Click the module link in your inbox.

2. Start or continue the module.

3. View all of the content in the module.

4. When you are finished with all of the content, click Complete.

• Workforce Management

• Adherence & Schedule Management

• Shift Trading & Time Off Requests

View your schedule(Click on link in resources)

Prerequisites

• Workforce Management > Agent Schedule > View permission

View my work plan is optional and will require:

• Workforce Management > Agent > Possible Work Shifts > View permission

Access your schedule from the Activity > Schedule tab or the Performance > Workspace > My Schedule view. In the schedule view, you can see today’s schedule, tomorrow’s schedule, and schedules by week or month. You can view the full schedule, work with shift trades, manage and make time-off requests, review adherence exceptions, and copy a link to the schedule. Use the date picker to navigate to different weeks or months of the schedule. Schedules appear in the time zone selected by your web browser. For more information, see Agent activity view and Agents Schedule Detail view.

Note: Agents can view their workforce management schedules and submit or view time-off requests from an Android device or iOS device. To download the mobile application, Genesys Tempo™, see Mobile apps for workforce management schedules.

For more information about managing schedules, time-off requests, and settings in a mobile app, see:

• FAQs: Tempo for Android

• FAQs: Tempo for iOS

View your schedule

To view and work with your schedule, perform one of the following steps:

• To access your schedule from the agent activity view, click Activity > Schedule tab.

• To access your schedule from the agent dashboard:

  1. Click Performance > Workspace > My Performance.

  2. Click the Schedule tab.

  3. To see the most current data, click Refresh . This view does not update automatically.

For more information, see Agent activity view and Agents Schedule Detail view.

Schedule tab

The following example displays the schedule from the Activity > Schedule tab.

Note: You are out of schedule adherence when your scheduled activities do not match your actual activities. If you are on-queue but not part of a management unit or a schedule, then you can also be out of adherence. When you are out of adherence, a notification appears on your schedule, as the image illustrates.

Access time-off requests from your schedule(Click on link in resources)

To view and work with your time-off requests, perform one of the following steps:

1. Access your schedule:

   1. To access your schedule from the agent activity view, click Activity > Schedule tab.

   2. To access your schedule from the agent dashboard:

      1. Click Performance > Workspace > My Performance.

      2. Click the Schedule tab.

2. If you open your schedule from the Activity > Schedule tab, then to see the most current data, click Refresh icon. This view does not update automatically.

3. From your schedule view, click Time-Off Requests icon. The My Time Off dialog box displays pending requests, time off scheduled for the current week, and upcoming requests.

View details about time-off requests

The My Time Off dialog box displays information about the status of your time off request. For example, you can see your position in the waitlist as well as the pending progress. Changes to time-off requests could affect your position on the waitlist. We recommend that you check it occasionally.

The pending status icons next to your request indicate the progress of the request:

• Pending (?): A limit or time-off plan is not set up; the request is waiting on admin approval.

• Pending (!): A time-off plan is set up but the request violates one or more auto-approval rules.

• Pending (clock): A time-off plan is set up and the request is valid and waiting for the waitlist to clear before it is auto-approved.

To see a summary of your time-off requests:

1. From your schedule view, open the Time Off Requests pane.

2. To see more details about a request, click Open icon.

3. To view a complete list of past requests, click Time-Off History icon.

4. To view details about a past request, click Open icon next to the request you want to view.

5. To return to the summary list, click Back.

Submit a time-off request

When you select dates for the time-off request, your estimated wait list position appears at the bottom of the pane.

To submit a time-off request, perform these steps:

1. From your schedule view, open the Time Off Requests pane.

2. Click New Request.

3. Click the Type list and choose the appropriate type of time off.

4. To submit a full day time-off request, leave the Full Day option enabled. The system automatically calculates the payable hours for each day. The hours are calculated for the selected dates with a published schedule based on the schedule. For dates without a published schedule, the system uses the agent’s work plan.

5. To submit a partial day time off request, do the following:

   1. Click to disable the Full Day option.

   2. In the Hours per day box, adjust the daily time off.

   3. In the Start Time and End Time boxes, select when you want the time off to start and end.

6. (Optional) Under Notes, enter any details about the reason for the request.

7. Click the appropriate beginning and ending dates, then click Submit icon.

8. Click Save.

Note: If your full or partial day time-off request overlaps with another full or partial day time-off request, Genesys Cloud displays an error message and does not process the current request.

Cancel an eligible time-off request

You can cancel a time-off request when the request is:

• Pending

• Approved but scheduled for a future date

• Denied

To cancel an eligible request:

1. From your schedule view, open the Time Off Requests pane.

2. Select the time off request you want to cancel.

3. From the time off configuration pane, select Cancel Request.

4. To confirm the cancellation, click Yes, Cancel.

Only the agent who made the request can cancel the time-off request. When a previously approved time-ff request is synced with the HR system and is canceled at any point of time, the cancelation automatically syncs back to the HR system and adds the hours back to the agent’s time-off balance. If the cancelation does not sync with the HR system, then the agent can view this detail along with a message that mentions the failed time-off request sync and contact supervisor for additional support in the Time-off History view.

Edit a time-off request

You can edit only the notes of pending time-off requests after you create them. You cannot edit the type, dates, or duration. However, you can cancel the request and create a new one as long as the original request meets one of the following criteria:

• The request has not been approved yet.

• The request is approved but scheduled for a future date.

• The request has been denied.

To edit the notes section of pending requests:

1. From your schedule view, open the Time Off Requests pane.

2. Select the time-off request you want to edit.

3. Modify the note and then click Save.

View agent's time-off balances

To view the time-off balances according to categories, from your time-off request view, in the upper-corner, click the Balance  icon. The time-off balances are displayed under each category. If a specific activity code is not mapped to an HRIS integration, then N/A is displayed against the activity code.

Drop a shift for someone else to pick up(Click on link in resources)

Prerequisites

• Workforce Management > Agent Shift Trade Request > Participate permission

You can drop a shift and make it available for another agent to pick up.

Note: You must be in Week view to trade shifts.

Drop a trade

To drop a trade, perform the following steps:

1. Access your schedule:

   1. To access your schedule from the agent activity view, click Activity > Schedule tab.

   2. To access your schedule from the agent dashboard:

      1. Click Performance > Workspace > My Performance.

      2. Click the Schedule tab.

2. If you open your schedule from the Activity > Schedule tab, then to see the most current data, click Refresh icon. This view does not update automatically.

3. Select the week that contains the shift you want to trade.

4. Click Shift Trades. The My Trades panel opens.

5. Click the arrow next to New Trade and click Drop.

6. Do one of the following:

1. • Click Drop above the shift in your schedule view.

   • Click Open icon next to the shift you want to drop.

1. Click Request Drop.

The trade appears in the Pending section of your My Trades panel until it is approved.

Pick up an extra shift(Click on link in resources)

Prerequisites

• Workforce Management > Agent Shift Trade Request > Participate permission

When someone drops a shift, you can choose to add it to your schedule. View a list of shifts available to pick up in your schedule’s Shift Trades panel.

Note: You must be in Week view to see available shifts.

1. Access your schedule:

   1. To access your schedule from the agent activity view, click Activity > Schedule tab.

   2. To access your schedule from the agent dashboard:

      1. Click Performance > Workspace > My Performance.

      2. Click the Schedule tab.

2. If you open your schedule from the Activity > Schedule tab, then to see the most current data, click Refresh icon. This view does not update automatically.

3. Select the week that contains the shift you want to trade.

4. Click Shift Trades. The My Trades panel opens.

5. Click the arrow next to New Trade and click Add.

6. If a desired shift is available, click the shift to accept it or click Trade from the schedule view.

7. To select one of your shifts to trade, click Add from the schedule view or select it from the Trade Shifts panel’s Trading section.

8. Click Add shift.

Request to trade a shift with anyone(Click on link in resources)

Prerequisites

• Workforce Management > Agent Shift Trade Request > Participate permission

You can post a shift trade request that other agents can view and accept. If the system finds a matching trade, you can accept the trade immediately.

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Request to trade a shift with anyone

Note: You must be in Week view to trade shifts.

To post a shift trade, perform the following steps:

1. Access your schedule:

   1. To access your schedule from the agent activity view, click Activity > Schedule tab.

   2. To access your schedule from the agent dashboard:

      1. Click Performance > Workspace > My Performance.

      2. Click the Schedule tab.

2. If you open your schedule from the Activity > Schedule tab, then to see the most current data, click Refresh icon. This view does not update automatically.

3. Click Shift Trades . The My Trades panel opens.

4. Select the week that contains the shift you want to trade.

5. Click New Trade.

6. Do one of the following:

1. • Click Trade above the shift in your schedule view.

   • Click Open icon next to the shift you want to trade.

1. Under Trade With, select Anyone. This is the default option.

2. Under Willing to accept, select the days you want to work instead.

3. To specify the start and end times for an acceptable trade, do the following:

   1. Check the Limit time range box.

   2. To adjust the shift start and end times for an acceptable trade, use the up and down arrows under Shift Start and Shift End.

Note: If existing trades match, they appear under Matching Trades.

1. To set a time limit for how long the trade is available, under Expiration date set the date and time.

2. Click Submit. The My Trades panel changes to display offered, pending, and completed trades.

Request to trade a shift with a specific person(Click on link in resources)

Prerequisites

• Workforce Management > Agent Shift Trade Request > Participate permission

If you already agreed to trade a shift with another agent, you can create a trade request that only that agent can see. The receiving agent receives a trade request notification in their inbox.

Request to trade a shift with anyone

Note: You must be in Week view to trade shifts.

To post a shift trade, perform the following steps:

1. Access your schedule:

   1. To access your schedule from the agent activity view, click Activity > Schedule tab.

   2. To access your schedule from the agent dashboard:

      1. Click Performance > Workspace > My Performance.

      2. Click the Schedule tab.

2. If you open your schedule from the Activity > Schedule tab, then to see the most current data, click Refresh icon. This view does not update automatically.

3. Click Shift Trades . The My Trades panel opens.

4. Select the week that contains the shift you want to trade.

5. Click New Trade.

6. Do one of the following:

1. • Click Trade above the shift in your schedule view.

   • Click Open icon next to the shift you want to trade.

1. Under Trade With, select Select User.

2. From the agent list, choose the user with whom you want to trade shifts.

3. Under Willing to accept, select the days you want to work instead.

4. To specify the start and end times for an acceptable trade, do the following:

   1. Check the Limit time range box.

   2. To adjust the shift start and end times for an acceptable trade, use the up and down arrows under Shift Start and Shift End.

Note: If existing trades match, they appear under Matching Trades.

1. To set a time limit for how long the trade is available, under Expiration date set the date and time.

2. Click Submit. The system sends a trade request notification to the receiving agent’s inbox. The My Trades panel changes to display offered, pending, and completed trades.

Accept a shift trade request(Click on link in resources)

Prerequisites

• Workforce Management > Agent Shift Trade Request > Participate permission

You can search for and accept matching trade requests posted by any agent, or you can accept trade offers that another agent sends directly to you. To receive direct trade offers, you must enable Allow others to send me trade offers. For more information, see Navigate the Shift Trades panel.

Note: You must be in Week view to view and accept shift trades.

Accept a trade request offered by anyone

To view and accept a trade request offered by anyone, perform the following steps:

1. Access your schedule:

   1. To access your schedule from the agent activity view, click Activity > Schedule tab.

   2. To access your schedule from the agent dashboard:

      1. Click Performance > Workspace > My Performance.

      2. Click the Schedule tab.

2. If you open your schedule from the Activity > Schedule tab, then to see the most current data, click Refresh icon. This view does not update automatically.

3. Select the week that contains the shift you want to trade.

4. Click Shift Trades. The My Trades panel opens.

5. Click the arrow next to New Trade and click Browse Trades.

6. Next to the shift you want to drop, click Open icon.

7. Do one of the following:

1. • Under Offered Trades For Week, click the shift you want to trade and then click Trade.

   • Post the shift you want to trade, under Matching Trades select an acceptable trade, and then click Make Trade.

Note: If an existing trade matches, you can trade immediately. Otherwise, you can post a new trade request.

Accept a direct trade request

When a co-worker requests to trade a shift with you by directly sending you a trade request, or offer, a notification appears in your inbox. Direct trades also appear in the Shift Trades panel under Posted Trades For Week, which indicates the agent who offered the trade. For more information, see Request to trade a shift with a specific person.

To view and accept a shift trade request, perform the following steps:

1. Open your Inbox and click the Shift Trade Requests icon.

2. Click the shift trade notification. Your schedule opens and the Shift Trades panel appears.

3. To accept the trade, click Trade.

4. To decline the request, click Cancel.

• Agent Performance

• Performance Menu

• My Performance View

My Queues Activity view(Click on link in resources)

Prerequisite

The following permissions:

• Analytics > Conversation Aggregate > View

• Analytics > Queue Observation > View

• Routing > Queue > View

• UI > Agent Queue Activity > View

To see real-time statistics for all of the queues you are a member of, click Performance > Workspace > My Queues Activity. This view displays current metrics and information about your queues, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. Customize the view with filters and column controls.

Customize the view

Customize your My Queues Activity view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you leave and return to the view. Filter by queues to populate the summary row with aggregate data about those queues.

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Filter by media type

1. To filter by media type, click the Filter icon .

2. Select the media type.
   

Notes:

• When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.

• You cannot select the voice and callback types at the same time.

• If you select voice, the callback option will be deselected, and if you select callback, the voice interaction will be deselected.

The selected media type icon is displayed above the column headers.

Note: The available media types may vary from those shown above.

Filter by queues

To enter names of queues you want to view, click the Filter queue(s) search icon. Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.

Filter by selecting multiple queues

You can select multiple queues to filter by.

1. In the queue's row, select the check box.

2. Continue selecting queue check boxes to add to filters.

3. Click Add to filters.

Show, hide, and rearrange columns

To show or hide topic columns, click search icon and then search or scroll to select the columns you want to view.

To rearrange topic columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 topic columns.

Available information

Your customizations determine which columns the view shows.

Information included in the My Queues Activity view

Interactions

Column

Description

Interactions

The number of interactions assigned to the queue that agents are currently interacting with.

Longest Interacting

The amount of time that the longest interacting interaction has been interacting for each media type.

Longest Waiting

The amount of time that the longest waiting interaction has been waiting in queue for each media type.

Name

The name of the queue.

Waiting

The number of interactions that waited in the queue.

Performance

Column

Description

ACW

The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.

ASA

The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Note: Raw values are provided in milliseconds.

Abandon

The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Abandon %

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Abandon - No Short

Number of abandons excluding the short abandons.

Abandon - No Short %

Percent of abandons excluding the short abandons.

Answer

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Answer %

The percentage of offered interactions that an agent answered.

Calculated by: (Answered / Offered) * 100

Avg ACW

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

Avg Abandon

The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Avg Flow Out

The average amount of time an interaction spends in queue before it flows out.

Calculated by: Total Flow Out Time / Count of interactions with flow-outs

For more information, see Queues Performance Summary view.

Avg Handle

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.

Avg Hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

Avg Wait

The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

Calculated by: Total Wait Time / Interactions

Flow-Out

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

Flow-Out %

The percentage of interactions that enter and leave a queue without getting answered by an agent or disconnected. Flow-outs are an indication of customer service level and queue productivity.

Calculated by: (Flow-out Count / Offered Count) * 100

Handle

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.

Hold

The number of interactions with holds.

Max ACW

The maximum amount of time spent on after call work for the selected interval.

Max Abandon

The maximum time of an abandoned interaction for the selected interval.

Max Contacting

The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Max Dialing

The maximum amount of time an outbound interaction spends dialing a contact.

Max Flow-Out

The maximum amount of time an interaction spends in queue before it flows out.

For more information, see Queues Performance Summary view.

Max Handle

The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

Max Hold

The maximum amount of time spent on hold for the selected interval.

Max Talk

The maximum amount of time spent interacting for the selected interval.

Max Wait

The maximum amount of time spent waiting in queue for the selected interval.

Met SLA

Number of interactions that met the defined service level.

Min ACW

The minimum amount of time spent on after call work for the selected interval.

Min Abandon

The minimum time of an abandoned interaction for the selected interval.

Min Contacting

The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Min Dialing

The minimum amount of time an outbound interaction spends dialing a contact.

Min Flow-Out

The minimum amount of time an interaction spends in queue before it flows out.

For more information, see Queues Performance Summary view.

Min Handle

The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

Min Hold

The minimum amount of time spent on hold for the selected interval.

Min Talk

The minimum amount of time spent interacting for the selected interval.

Min Wait

The minimum amount of time spent waiting in queue for the selected interval.

Offered

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.

Outbound

This metric represents the number of outbound interactions placed on behalf of queue.

Outbound Attempt

Attempted outbound interactions for Dialer campaigns.

Over SLA

Number of interactions that were over the defined Service Level.

Service Level %

Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.

Note: In the skill group row, the Service Level target displays a -. To view individual queue service level target values for each queue, click the + to expand the row.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Note: In the skill group row, the Service Level % displays a -. To view individual queue service level % values for each queue, click the + to expand the row.

Include Flowouts in Calculation

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Include Short Abandons in Calculation

Admins can also choose to include short abandons in the calculation. For more information, see Configure the service level calculation. If you include short abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions - number of short abandoned interactions) *100.

Include Abandons in Calculation

The default service level calculation includes abandoned interactions. Admins can also choose to exclude abandons in the calculation. For more information, see Configure the service level calculation. If you exclude abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions) *100.

Short Abandon

Number of interactions that were short abandoned.

Short Abandon %

Percent of interactions that were short abandoned.

Talk

The number sessions where user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

Total ACW

The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.

Total Handle

The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

Total Hold

The cumulative hold time for all interactions.

Total Talk

The total number of segments where an agent spent time talking/interacting on a conversation

Total Wait

The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

Transfer %

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

Transferred

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.

Voicemail

Count of voicemails received.

Wait

The number of interactions that waited in the queue.

Agents

Column

Description

Alerting

The total number of alerting conversations.

Communicating

The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.

Idle

The number of agents who are on queue and available to take interactions but who are not working with interactions.

Interacting

The number of agents working with interactions. This number includes agents completing after call work.

Not Responding

An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

Off Queue

Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number.

On Queue

The On Queue metric represents the number of agents that are on queue for a specific queue.

Presence Breakdown

The number of agents in different presences. For more information, see Presence, status, and activity indicators overview

Interpret counts in the My Queues Activity view

In the My Queues view, user statuses and routing statuses sometimes add up to more than the total number of agents in the queue. This situation arises when agents change their user status while working with interactions.

For example, agents Bob and Alex are each working with an interaction. Bob changes his status to Break, and Alex changes his status to Meeting, but they both still have a chat interaction. In this situation, the view displays “2” in the Off Queue section, but it also displays “2” in the Interacting section.

My Schedule view(Click on link in resources)

Prerequisites

• To view schedules: Workforce Management > Agent Schedule > View permission

• To obtain a sharable link to the schedule: Workforce Management > Agent Schedule > Sync permission

• To submit time off: Workforce Management > Agent Time Off Request > Submit permission

• To work with shift trades: Workforce Management > Agent Shift Trade Request > Participate permission

You can access your schedule from the Activity > Schedule tab or the Performance > Workspace > My Schedule view. In the schedule view, you can see today’s schedule, tomorrow’s schedule, and schedules by week or month. You can view the full schedule, work with shift trades, manage and make time-off requests, review adherence exceptions, and copy a link to the schedule. Use the date picker to navigate to different weeks or months of the schedule. Schedules appear in the time zone selected by your web browser. For more information, see Agent activity view and Agents Schedule Detail view.

Note: Agents can view their workforce management schedules and submit or view time-off requests from an Android device or iOS device. To download the mobile application, Genesys Tempo™, see Mobile apps for workforce management schedules.

For more information about managing schedules, time-off requests, and settings in a mobile app, see:

• FAQs: Tempo for Android

• FAQs: Tempo for iOS

Show me

Access the schedule from Activity > Schedule tab

Click the image to enlarge.

Access the schedule from Performance > Workspace > My Schedule view

Click the image to enlarge.

View your schedule

1. Access your schedule:

   1. To access your schedule from the agent activity view, click Activity > Schedule tab.

   2. To access your schedule from the agent dashboard:

      1. Click Performance > Workspace > My Performance.

      2. Click the Schedule tab.

2. To see the most current data, click Refresh icon. This view does not update automatically.

3. To view the weekly schedule, click the Week tab.

4. To view the monthly schedule, click the Month tab.

5. Hover over the schedule for more information about it. The view highlights the current day in a contrasting background and indicates the current time with a horizontal bar. If you are out of adherence, the system displays a message at the top of your schedule and outlines the conflicting activity in red. For more information, see View out of adherence notifications.

6. To see different dates, use the left triangle and right triangle and select the date range.

My Status view(Click on link in resources)

Prerequisites

The following permissions:

• Analytics > User Aggregate > View

• To activate and deactivate queues: Routing > Queue > Join

• To export view data: Analytics > Data Export > All

To access the Login and Logout columns:

• Analytics > User Detail > View

The My Status view displays real-time information about your statuses, including the length of time that you stayed in each status. Data in the columns updates when you leave a status. This view updates automatically. To see the most current data, click Refresh .

View your status data

1. Click Performance > Workspace > My Performance.

2. Click the Statuses tab.

3. To save the view with your filter and column settings, click Save .

4. To export the data in the view, click Export .

5. Click the tabs to open your My Performance, My Evaluations, My Schedule, and My Development views.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate yourself for queues

Choose which queues to work by activating and deactivating queues. After you activate a queue, when you are On Queue, you receive interactions from that queue. You must be a member of a queue in order to activate or deactivate it.

To activate or deactivate queues from this view:

1. Click the Queue Activation icon .

2. Select the queues you want the agent to work.

3. Click Update.

My Evaluations view(Click on link in resources)

Prerequisites

The following permissions:

• Analytics > Conversation Aggregate > View

• Quality > Evaluation > View

• To activate and deactivate queues: Routing > Queue > Join

• To export view data: Analytics > Data Export > All

The My Evaluations view displays information about your evaluations. This view shows all of your completed and released evaluations during the selected time period.

View your evaluations data

1. Click Performance > Workspace > My Performance.

2. Click the Evaluations tab.

3. To see the most current data, click Refresh icon. This view does not update automatically.

4. To open and review released evaluations, click the link in the Release Date / Time column.

5. To save the view with your filter and column settings, click Save icon.

6. To export the data in the view, click Export icon.

7. Click the tabs to open your My Performance, My Status, My Schedule, and My Development views.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

• Course Review

• Takeaways

• Additional Resources

• Next Steps