Introduction to Genesys Cloud
Brief Description
This knowledge article describes how to navigate and locate the features and tools within Genesys Cloud.
Select the Global Search field on the top menu to search for internal users and groups that have been configured.
Select the Queue toggle on the top menu to enable Off Queue or On Queue. By default, the toggle is set to Off Queue, which prevents the delivery of client interactions. On Queue allows the delivery of client interactions.
Select the Profile icon on the left menu to open the User Settings panel. The User Settings panel provides an overview of your personal information, preferences, and the ability to log out.
Select the Favorites icon on the left menu to open the Favorites panel. This panel contains the people and groups you have added to your favorites.
Select the Calls icon on the left menu to open the Calls panel. This panel allows you to begin a call, see call history, find phone details, and set up your headset.
Select the Inbox icon on the left menu to open the Inbox panel. This panel contains voicemails, faxes, recordings, and other important documents related to your role.
Select the Interactions icon on the left menu to open the Interactions panel. This panel is where all communications with clients take place.
Select the Activity link in the top menu to open the Activity Stream. The Activity Stream allows you too see a variety of data directly associated with your schedule, tasks, and performance. The Activity Stream also allows you to view your current or upcoming schedule, scorecard, leaderboard, and coaching appointments.
Select the Directory drop-down menu on the top menu to see the lists of people, groups, locations, and internal and external contacts.
