Genesys Cloud CX

Contact Center Administration

Copyright © 2024 Genesys Beyond. All rights reserved. i

Copyright and Trademark Information
Genesys Beyond
Copyright © 2003-2024 Genesys Cloud Services, Inc. All rights reserved. No part of this book may
be reproduced or transmitted in any form, by any means (electronic, photocopying, recording, or
otherwise) without the prior written consent of the publisher.

Limit of Liability/Disclaimer of Warranty

Reasonable effort is made to ensure that the information in this document is complete and
accurate at the time of printing. The publisher makes no representation or warranties with respect
to the accuracy or completeness of contents of this book and specifically disclaim any implied
warranties of merchantability or fitness for a particular use and shall in no event be liable for any
loss of profit or any other commercial damage, including but not limited to special, incidental,
consequential, or other damages.

Changes and/or corrections to the information contained in this document may be incorporated in
future versions. Configurations of system hardware and software in this manual are for illustrative
purposes only. Actual system installations will be based on the needs of your individual company..

Trademarks
AppFoundry, Genesys, and the Genesys logo are registered trademarks of Genesys. Genesys Cloud
and Genesys Engage are trademarks of Genesys. All other company names and logos may be
registered trademarks or trademarks of the respective companies. The content shared in this
document is for informational purposes only and does not implicitly nor explicitly constitute a
legally binding commitment. Such commitment will result only from the execution of a definitive
agreement between the relevant parties and will be on the terms provided therein.

Genesys Cloud Services, Inc.

7601 Interactive Way
Indianapolis, IN 46278
United States of America
www.genesys.com

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Table of Contents
Copyright and Trademark Information ....................................................................................................................................... ii

Table of Contents ...................................................................................................................................................................... iii

Class Matrix ............................................................................................................................................................................... v

Introduction to CloudShare ...........................................................................................................................................................vii
Troubleshooting ........................................................................................................................................................................... xiii
Support......................................................................................................................................................................................... xiii

Before you Start......................................................................................................................................................................... 1

1.1 Checking your Genesys Cloud CX Environment ........................................................................................................................ 2

Divisions, Roles, and Permissions .............................................................................................................................................. 4

2.1 Configuring Divisions................................................................................................................................................................ 5
2.2 Creating a New Role................................................................................................................................................................. 7
2.3 Adding a User to a Division and Assigning a Role .................................................................................................................... 8

Configuring User Skills ............................................................................................................................................................. 11

3.1 Configuring User Skills............................................................................................................................................................ 12
3.2 Configuring ACD Languages................................................................................................................................................... 13
3.3 Adding Skills to Users ............................................................................................................................................................. 14
3.4 Creating a Skill Expression Group for Customer Service ......................................................................................................... 17

Creating Wrap-Up Codes.......................................................................................................................................................... 19

4.1 Creating Wrap-Up Codes ....................................................................................................................................................... 20

Creating a Queue ..................................................................................................................................................................... 21

5.1 Creating and Configuring Queues .......................................................................................................................................... 22
5.2 Additional Queue Configuration ............................................................................................................................................ 24

Configuring Utilization ............................................................................................................................................................. 27

6.1 Configuring Utilization at System level .................................................................................................................................. 28
6.2 Configuring Utilization at Agent level .................................................................................................................................... 29

Domain and Email Address ...................................................................................................................................................... 30

7.1 Adding Domain and Email Address ........................................................................................................................................ 31

Audio Prompts ......................................................................................................................................................................... 33

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 8.1 Uploading a Prompt ............................................................................................................................................................... 34
8.2 Recording a Prompt ............................................................................................................................................................... 36

Default Hold Music .................................................................................................................................................................. 38

9.1 Replacing Default Hold Music ................................................................................................................................................ 39

Automatic Call Distribution ...................................................................................................................................................... 40

10.1 Configuring Architect Routing .............................................................................................................................................. 41
10.2 Configuring IVR Routing ....................................................................................................................................................... 44

Putting It All Together .............................................................................................................................................................. 45

11.1 Testing ACD Calls ................................................................................................................................................................. 46
11.2 Testing ACD Email ................................................................................................................................................................ 48
11.3 Testing Utilization ................................................................................................................................................................ 49
11.4 Testing ACD Skills ................................................................................................................................................................. 51

Scripting................................................................................................................................................................................... 53
12.1 Configuring a Basic Script .................................................................................................................................................... 54
12.2 Assign the Script to the Customer Service Queue ................................................................................................................ 56

Alerts ....................................................................................................................................................................................... 57
13.1 Creating an Alert Rule .......................................................................................................................................................... 58
13.2 Activating Agents (as Supervisor) ........................................................................................................................................ 60
13.3 Activating an Agent (as Agent) ............................................................................................................................................ 61

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Class Matrix
The information contained within this Class Matrix is for Genesys CLASSROOM USE ONLY.

Genesys Cloud CX
Description Value

External Phone Number 5135556003

Genesys Cloud CX DID Range 13179831000 – 13179839999
Genesys Cloud CX Extension Range 8000 – 8999

Lab Information
Description Value

Site HQ (with Indianapolis as associated Location)

Locations Indianapolis, Paris, Buenos Aires, Sydney
Trunk DGTrunk1
Edge names DGEdge1, DGEdge2
Edge Group DGEdges
Initial Admin User Login [email protected]
User Password Pa$$w0rd
Student Number XXXX

Location Street Address 1 City State/ Zip/Postal Country Emergency

Provin Code Number
ce
Indianapolis 7601 Interactive Indianapolis Indiana 46278-2727 United +1(317)983-1000
Way States

Paris 65 rue Camille Issy les 92130 France +33 01 99 99 10 00

Desmoulins Moulineaux

Buenos Humboldt 1509 Argentina C1414CTM Argentina +54 011 7999-1000

Aires

Sydney 141 Walker Street Sydney NSW 2060 Australia +61(02)9999 1000
North

Copyright © 2024 Genesys Beyond. All rights reserved. v

Inbound Phone Numbers
Indianapolis Paris Buenos Aires Sydney

Pilot Number 13179831000 33199991000 5411799991000 61299991000

User DIDs 13179838000-8999 33199998000-8999 5411799998000-8999 61299998000-8999

Full DID 13179831000-9999 33199991000-9999 5411799991000-9999 61299991000-9999

Copyright © 2024 Genesys Beyond. All rights reserved. vi

Introduction to CloudShare
The Genesys Beyond labs completed during your course are hosted on CloudShare. During your
training, you will connect to and control a Virtual Machine (VM) to complete these hands-on
exercises.
This quick guide has some helpful information for you to connect and control the VM.
We recommend you use the latest version of Google Chrome as your web browser for the best
experience.

VM Access
Before a class starts, the instructor will share an URL to your Email ID. This Email ID is the same one
that you will use to access Genesys online accounts.
To start your VM, click the URL. You will be directed to a webpage, and on that page, click Log in.

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Logging into the VM
Then, you will be prompted to enter your Genesys Online Account credentials. After entering your
credentials, click Sign In.

When the VM is starting, you will see the status "Virtual Machine is Preparing" on your screen.

Copyright © 2024 Genesys Beyond. All rights reserved. viii

When it is ready, you will be redirected to the VM's desktop screen.

The number of virtual machines will vary depending on the course.

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Connectivity Status and Options
Click the Connectivity dropdown menu and use the available options to check the running status of
the VM.

Reconnect to the VM in case of network interruptions.

Test connection to CloudShare's remote gateway for troubleshooting.
Get details such as the operating system (OS) type, OS Credentials, and
Resources info.

Display Settings and Options

Click the Display dropdown menu and use the available options to adjust or customize your display
per your preferences.

Change your VM's screen resolution.

Adjust your screen's color depth. This is a pixel-related setting.

Disable sound or enable with high quality.

View the VM in full-screen mode. The moment you select this

option, all other options in the VM are hidden under a tray indicated
by an arrow icon at the top.
Note: To exit full-screen mode, click the arrow icon and select Exit.

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Keyboard Options
Several ease-of-access options are present under the Keyboard dropdown, enabling you to perform
certain operations very quickly.

Enables you to copy text from your computer to the VM's

clipboard if your application on the VM does not support
keyboard shortcuts
Enters the VM's username as plain text in your VM's active
window.
Enters the VM's password as plain text in your VM's active
window.
Simulates the Ctrl+Alt+Del combination to reboot the active
VM.
Exits the currently open application window.

Displays the Start menu on the VM screen.

Displays a list of languages for you to select one that the

keyboard uses and transmits to the active VM.

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Environment Actions

1. Removes all your work data and configurations, and resets the environment back to its
original state.
2. Suspends the environment by shutting down all the resources. Keeps all your work intact.
Recommended for instructor-led sessions.

Viewer Info

These set of options assist you in the following ways:

1. Displays notification alerts
2. Facilitates language change options
3. Allows to search for help links
4. Shows user account details

Copyright © 2024 Genesys Beyond. All rights reserved. xii

Troubleshooting
Note: We recommend that you use the latest version of your web browser; please check that it is up
to date.

The VM is Taking a Long Time to Start

It can take a few minutes for an audio-enabled VM to be ready:

• The VM needs to start

• The Operating System needs to start
• The RDP service needs to start

Support
If you have any questions or require support with CloudShare or your VM, please contact Genesys
Beyond Support at: [email protected]

Copyright © 2024 Genesys Beyond. All rights reserved. xiii

 LAB 1

Before you Start

1.1: Checking your Genesys Cloud CX

Environment

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1.1 Checking your Genesys Cloud CX Environment
As part of your training, you received a Genesys Cloud CX Training Organization where you are
going to practice everything you learned. To ensure your environment is ready to be used, please
follow the instructions below before you proceed with the next Labs.

STEP ACTION RESULT

On your CloudShare virtual lab, double-
1 click the Genesys Cloud Org Credentials
(Chrome) shortcut.

Click the URL in front of Login Link, The Genesys Cloud CX login page opens.
2 inside the Student user Logon Note: If you do not see any credentials
Information page. yet, please retry in 10 mins.

On the Genesys Cloud CX login page,

enter the username and password
provided in the Student user Logon
3 Information.
Note: You can use the copy icon to copy
the information.

4 Click on Log in.

Click Collaborate/Communicate.
5 Note: Click Allow on the Microphone and You are logged in to Genesys Cloud CX.
Location access prompt.

6 Click on Admin. The Admin page appears.

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 From the Telephony category, select
7 The Edges page appears.
Edges.

Confirm that you have a cloud-media This indicates your Training Org is able
8
Edge with the Managed state. to make and receive simulated calls.

IMPORTANT: If no Edges are displayed, let the instructor know immediately. If you
are taking this course as Self-Study, send an e-mail to [email protected] to
have a new environment set up for you.

Copyright © 2024 Genesys Beyond. All rights reserved. 3

 LAB 2

Divisions, Roles, and Permissions

2.1: Configuring Divisions

2.2: Creating a New Role
2.3: Adding a User to a Division and Assigning a Role

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2.1 Configuring Divisions

STEP ACTION RESULT

1 Using the Stu Dent user, click on Admin. The Admin page appears.

Under People & Permissions, click on

2 The Divisions page appears.
Divisions.

3 Click on Create Division. A field appears to name the new division.

4 Name the division Paris.

The Paris Division's settings page

5 Click on Save. appears. Notice the warning message in
the upper right-hand corner.

6 Click on Cancel. The Divisions page appears.

Repeat steps 3-6 to create a division

7
named Sydney.

8 In the sidebar, click on People. The People page appears.

Using the Search field, search for the Stu

9 Dent user, and once it is found, click on The Stu Dent Roles tab appears.
it.

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 On the Roles tab, in the Divisions
A pop-up window appears to select a
10 column, for the first role, click on the Edit
division.
Button next to Home.

11 Click on the blank area next to Home. A list of Divisions appears.

12 Click Select All. All available divisions are assigned.

All future divisions will be added to this

13 Check the All future divisions option.
user role.

14 Click on Close.

Repeat steps 10-14 for all roles assigned

15
to the Stu Dent user.

The Stu Dent user can now add objects

16 Click on Save.
to the Paris and Sydney divisions.

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2.2 Creating a New Role

STEP ACTION RESULT

Click on Roles / Permissions in the

1 The Roles / Permissions page appears.
sidebar.

2 Click on Add Role. The Role Details tab appears.

3 Name the role Custom Supervisor.

4 Click on the Permissions tab.

Select the checkbox for the following

permissions:
• Alerting > All Permissions
• Conversation > All Permissions
• Directory > User > All Permissions This is just for lab purposes for working
5 with Divisions. Supervisor roles can have
• Recording > All Permissions
many different permissions as needed.
• Analytics > All Permissions
• Reporting > All Permissions
• UI > All Permissions
• Routing > Queue > All Permissions

6 Click on Save.

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2.3 Adding a User to a Division and Assigning a Role
STEP ACTION RESULT

1 Click on People in the sidebar. The People page appears.

2 Click on Ahmad Aziz. The user page for Ahmad Aziz appears.

In the Roles tab, add the Paris division Ahmad Aziz now has all privileges
3 and remove the Home division from all defined in the assigned roles for the Paris
roles. division instead of the Home division.

4 Click on the Division & Licenses tab.

This step ensures that Ahmad Aziz

5 In the Division dropdown list, select Paris. belongs to the division for which he has
privileges (as defined in step 3).

6 Click on Save. The People page appears.

7 Click on Brian Adame. The user page for Brian Adame appears.

Repeat steps 3-6 to assign Brian Adame

8
to the Sydney division.

Using the search, locate Linda Henson.

Once you find her user, copy her e-mail
9 The user page for Linda Henson appears.
address (we will use it later to log her in
to GCX), then click on her user.

In the Roles tab, change the View

10 All roles are now displayed.
dropdown from Assigned to All.

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 Find the Custom Supervisor role and
Linda Henson is assigned the Custom
11 click on the slider in the Assigned
Supervisor role.
column.

Switch the View dropdown back to

12 Assigned. Clear the search field if Only assigned roles are displayed.
needed.

Add the Paris division to all roles. (Do Paris division is added to all assigned
13
not add the Sydney division for now.) roles.

Linda Henson now only has roles that

Remove the Home division from all
14 allow her to see data from agents that
assigned roles.
belong to the Paris division.

Click on Save, then click on Yes to

15 The People page appears.
confirm the license update.

Using a different browser, log in to the

Org as Linda Henson
(linda.henson@disfrutaglobalXXXXus1,
16
being XXXX you Org's number) with the
password Pa$$w0rd (Leave the Stu Dent
user logged in the first browser).

Go to Performance > Workspace >

Agent Performance, and you should be
17
able to see Ahmad Aziz’s metrics. Do not
log off Linda Henson.

On the first browser, as the Stu Dent

18 user, go to Admin > People & The People page appears.
Permissions > People.

19 Click on Linda Henson. The user page for Linda Henson appears.

Copyright © 2024 Genesys Beyond. All rights reserved. 9

 In the Roles tab, add the Sydney division
The Sydney division is added to the
20 to the Custom Supervisor role and click
Custom Supervisor role.
Save.

On the second browser, refresh the page.

Linda Henson should now be able to
21
view metrics for Ahmad Aziz and Brian
Adame.

On the second browser, log Linda

22
Henson out.

Copyright © 2024 Genesys Beyond. All rights reserved. 10

 LAB 3

Configuring User Skills

3.1: Configuring User Skills

3.2: Configuring ACD Languages
3.3: Adding Skills to Users
3.4: Creating a Skill Expression group for Customer Service

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3.1 Configuring User Skills
Skills and languages are key factors in how interactions will be routed to agents. This lab will guide
you through configuring ACD skills and languages, and demonstrate how to apply them to users.

In this lab, we are going to create two skills, Collections and Customer Service, which are to be used
throughout the course. We will also create two languages, English and Spanish, but will create both
a spoken and written option for each so we can demonstrate both voice and email routing.

We will then show how to add these skills and languages to users.

STEP ACTION RESULT

Using the Stu Dent Account, click on the
1 The Admin page appears.
Admin menu.

From the Contact Center category, select The ACD Skills & Languages window
2
ACD Skills & Languages. appears.

3 Click on Add Skill. The Add Skill pop-up appears.

4 Enter Collections for the skill name.

The skill Collections has been added to

5 Click on Save. the Skills Category, and you are returned
to the ACD Skills window.

The skill Customer Service has been

Repeat steps 3 to 5 with the Skill
6 added to the Skills Category, and you are
Customer Service.
returned to the ACD Skills window.

Copyright © 2024 Genesys Beyond. All rights reserved. 12

3.2 Configuring ACD Languages

STEP ACTION RESULT

In ACD Skills & Languages window, click
1 on the Category dropdown menu and
select Languages.

2 Click on Add Language. The Add Language pop-up appears.

Enter EnglishSpoken for the language

3
name in the New ACD Language field.

The Language EnglishSpoken has been

added to the Language Category of the
4 Click on Save.
ACD skills, and you are returned to the
ACD Skills window.

The Language EnglishWritten has been

Repeat steps 2 to 4 for the language added to the Language Category of the
5
EnglishWritten. ACD skills, and you are returned to the
ACD Skills window.

The Language SpanishSpoken has been

Repeat steps 2 to 4 for the language added to the Language Category of the
6
SpanishSpoken. ACD skills, and you are returned to the
ACD Skills window.

The Language SpanishWritten has been

Repeat steps 2 to 4 for the language added to the Language Category of the
7
SpanishWritten. ACD skills, and you are returned to the
ACD Skills window.

Copyright © 2024 Genesys Beyond. All rights reserved. 13

3.3 Adding Skills to Users

STEP ACTION RESULT

1 Click on Admin. The Admin page appears.

From the People & Permissions

2 The People window opens.
category, select People.

The list shows agents that match the

Enter Customer Service Agent in the
3 filter based on titles that were assigned
Search field to filter the list of users.
to agents in the training environment.

Select all displayed agents by clicking

the checkboxes beside each name. Next, A Skills pane appears on the right side of
4
click More Actions and select Assign the window.
Skills.

In the Search for Skills field, enter A dropdown of the available skills
5
Customer Service. appears.

The selected skill appears below the

6 Select Customer Service.
Search for Skills field.

7 Select 4 stars for Customer Service.

In the Search for Languages field, enter The dropdown of available languages
8
English. appears.

The selected language appears below

9 Select EnglishSpoken.
the Search for Languages field.

10 Select 4 stars for EnglishSpoken.

In the Search for Languages field, enter

11
English.

12 Select EnglishWritten.

Copyright © 2024 Genesys Beyond. All rights reserved. 14

 STEP ACTION RESULT

13 Select 4 stars for EnglishWritten.

A pop-up appears asking for

14 Click on Save. confirmation to change the skills and/or
languages for the selected user(s).

15 Click on Yes.

Repeat steps 3 to 15 with the following

parameters:

• Users search filter:

Collections Agent. Users with the Collections Agent title are
assigned the Collections skill, and
16
• Search for skills field: Collections EnglishSpoken and EnglishWritten
(4 stars). languages.
• Search for languages field:
EnglishSpoken (4 stars) and
EnglishWritten (4 stars).

The list shows agents that match the

17 In the Search field, type Agent. filter based on titles that were assigned
to agents in the training environment.

A Skills pane appears on the right side of

18 Select Amanda Miller and Cheryl Fortier.
the window.

Uncheck Remove Existing Skills and

19
Languages.

Add the following skills to the selected

users:
20
• SpanishSpoken (4 stars)
• SpanishWritten (4 stars)

Copyright © 2024 Genesys Beyond. All rights reserved. 15

 A pop-up appears asking for
21 Click on Save. confirmation to change the skills and/or
languages for the selected user(s).

22 Click on Yes.

Copyright © 2024 Genesys Beyond. All rights reserved. 16

3.4 Creating a Skill Expression Group for Customer
Service

STEP ACTION RESULT

Click on Admin and, from the Directory
1 The Groups page appears.
Section, click on Groups.

Click on the Skill Expression tab, then The Add Skill Expression Group screen
2
click on + Add Skill Expression Group. appears.

Under name, type Customer Service Skill The new Skill Expression Group is saved
3 Group, then select the Home division and and the Customer Service Skill Group's
click on Save. settings page appears.

Click on the Build Skill Expression

4 button, then click on the + sign above the Condition #1 appears.
Save and Cancel buttons.

Set the following:

• Select Skill: Customer Service
5 • Select Operator: greater than or
equal to (>=)
• Select Skill Level: 3

Click on the + sign next to the Skill Level

field to add another condition, then set
the following:

6 • Select Skill: EnglishSpoken

• Select Operator: greater than or
equal to (>=)
• Select Skill Level: 3

Copyright © 2024 Genesys Beyond. All rights reserved. 17

 The Skill Expression is saved, and you
should see the following skill Expression:
(Customer Service >= 3 AND
7 Click on Save. EnglishSpoken >= 3). To view the
members that were included to the Skill
Group, reload / refresh the Genesys
Cloud CX Web page.

Copyright © 2024 Genesys Beyond. All rights reserved. 18

 LAB 4

Creating Wrap-Up Codes

4.1: Creating Wrap-Up Codes

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4.1 Creating Wrap-Up Codes
Wrap-up codes are used to document the reason for the interaction. This lab will configure wrap-up
codes to be used by members of various Queues.

STEP ACTION RESULT

Using the Stu Dent Account, click on the
2 The Admin page appears.
Admin menu.

From the Contact Center section, select

3 The Wrap-Up Codes window opens.
Wrap-Up Codes.

4 Click on Create Wrap-up Code. The Add Wrap-up Code pop-up appears.

Enter Collection Made in the Name field

5
and select the Home division.

The wrap-up code is successfully

6 Click on Save. created and returns to the Wrap-Up
Codes page.

Create the following Wrap-up codes

under the Home division:
• Collection Failure
7
• Customer Assisted
• Customer Not Assisted
• General Question Answered

Copyright © 2024 Genesys Beyond. All rights reserved. 20

 LAB 5

Creating a Queue

5.1: Creating and Configuring Queues

5.2: Additional Queue Configuration

Copyright © 2024 Genesys Beyond. All rights reserved. 21

5.1 Creating and Configuring Queues
Queues are used in a contact center environment to route different interaction types to agents.
These labs will guide you through creating and configuring ACD Queues for use with Genesys Cloud
CX Contact Center.

STEP ACTION RESULT

Using the Stu Dent Account, click on the
2 The Admin page appears.
Admin menu.

Under the Contact Center section, select

3 The Queues window opens.
Queues.

The Queue configuration appears at the

4 Click Create Queue. right of the screen. If you don’t see it,
scroll to the right.

5 Enter Collections in the Name section.

6 Select the Home Division.

The Collections queue is created

7 Click on Save.
successfully.

Click the Collections queue to access its The Collection queue’s properties
8
properties. window appears.

On the General tab, set the following

parameters:
• After Call Work: Select the
9
Mandatory, Time-boxed option.
• After Call Work Timeout: Set for
120 seconds.

10 Click on Save and Continue.

Copyright © 2024 Genesys Beyond. All rights reserved. 22

 STEP ACTION RESULT
On the Routing tab, set the following
parameters:
• Routing Method: Select the
11
Standard Routing (Default) option.
• Evaluation Method: Select the Best
available skills option.

Your changes are saved, and the Queues

12 Click on Save.
window appears.

13 Click on Create Queue. The Add Queue pop-up window appears.

Enter Customer Service in the Name

14
section, and select Home as the Division.

In the Copy settings and members from

15
field, select Collections.

The Customer Service queue is created

16 Click on Save. successfully, using the same settings
you defined for the Collections queue.

Copyright © 2024 Genesys Beyond. All rights reserved. 23

5.2 Additional Queue Configuration
STEP ACTION RESULT

In the Queues window, click on the The Collections queue settings page
1
Collections queue. appears.

The Members tab appears. The Users

2 Click on the Members tab.
tab opens by default.

3 In the Users tab, click on Add User. The Add User window appears.

In the Add User window, make sure Text

4
is selected.

5 Click on the Enter a value dropdown.

In the search field, enter Collections

6 Search results appear.
Agent.

7 Select Title: Collections Agent. Agent list appears.

To select all the displayed agents, click

8
the checkbox next to the Name column.

To assign the selected agents as queue

The selected agents are added to the
9 members, click on the Add Selected
Members list.
button.

10 Click on the Wrap-up Codes tab. The Wrap-up Codes tab opens.

Copyright © 2024 Genesys Beyond. All rights reserved. 24

 In the Select new wrap-up codes field,
select the following wrap-up codes:
• Collection Made
The selected wrap-up codes are added to
11 • Collection Failure
the Wrap-up Codes list.
• General Question Answered
Next, click on the Blue + button to add
the selected Wrap-up codes.

12 Click on the Voice tab. The Voice tab opens.

On the Voice tab, set the following:

• Calling Party Name:
Disfruta Global Collections
13
• Calling Party Number:
+13179836000
• Alerting Timeout (Seconds): 30

Your changes are saved, and the screen

15 Click on Save.
returns to the Queues window.

In the Queues window, click on the The Customer Service queue settings
16
Customer Service queue. page appears.

17 Click on the Members tab. The Members tab appears.

Click on the Groups tab, then click on the

18 The Add Groups pane appears.
Add Group button.

In the Groups Only dropdown, select Skill

The Skill Group is successfully added as
Groups Only, then select Customer
19 a member of the Customer Service
Service Skill Group, and click on Add
queue.
Selected.

25 Click the Wrap-up Codes tab. The Wrap-up Codes tab opens.

In the Select new wrap-up codes field, The selected wrap-up codes are added to
26
select the following wrap-up codes: the Wrap-up Codes list.

Copyright © 2024 Genesys Beyond. All rights reserved. 25

 • Customer Assisted
• Customer Not Assisted
• General Question Answered
Next, click on the Blue + button to add
the selected Wrap-up codes.

27 Click on the Voice tab. The Voice tab opens.

On the Voice tab, set the following:

• Calling Party Name:
Disfruta Global Customer Service
28
• Calling Party Number:
+13179832000
• Alerting Timeout (Seconds): 30

Your changes are saved, and the screen

29 Click on Save.
returns to the Queues window.

Copyright © 2024 Genesys Beyond. All rights reserved. 26

Copyright © 2022 Genesys Beyond. All rights reserved.
 LAB 6

Configuring Utilization

6.1: Configuring Utilization at System level

6.2: Configuring Utilization at Agent level

Copyright © 2024 Genesys Beyond. All rights reserved. 27

6.1 Configuring Utilization at System level
STEP ACTION RESULT
If you are not already logged in to
1 Genesys Cloud CX, please log in using
your Stu Dent credentials.

2 Click on Admin. The Admin page appears

From the Contact Center category, select

3 The Utilization window opens
Utilization.

Set the following for Chat media: Now, only one Chat interaction can be
received at a time (per agent), which can
4 • Maximum Capacity: 1
only be interrupted by an Email
• Can be interrupted by: Email interaction.

Set the following for Email media:

Now, up to two Email interactions can be
• Maximum Capacity: 2 received at a time (per agent), which can
5
only be interrupted by a Voice, Callback,
• Can be interrupted by: Voice,
or Chat interaction.
Callback, Chat

Agents can now receive the following

possible combinations of interactions:
• 1 Voice;
• 1 Chat and 2 Emails;
6 Click Save. • 2 Emails and 1 Voice, or 2 Emails
and 1 Callback, or 2 Emails and 1
Chat;
• 4 Messages;
• 1 Callback.

Note: You will test Utilization later in this course.

Copyright © 2024 Genesys Beyond. All rights reserved. 28

6.2 Configuring Utilization at Agent level
STEP ACTION RESULT
Go to Admin > People & Permissions >
1 The People page appears.
People

2 Click on Amanda Miller. Amanda Miller's page is displayed.

3 Click on the Utilization tab.

Uncheck the Use organization's default

settings, then set the following for the
Email media:
4 .
• Maximum Capacity: 1
• Can be Interrupted by: Chat
(Remove Voice and Callback)

Amanda Miller can now receive the

following possible combinations of
interactions:
• 1 Voice;
5 Click on Save.
• 1 Chat and 1 Email;
• 4 Messages;
• 1 Callback.

Copyright © 2024 Genesys Beyond. All rights reserved. 29

 LAB 7

Domain and Email Address

7.1: Adding Domain and Email Address

Copyright © 2024 Genesys Beyond. All rights reserved. 30

7.1 Adding Domain and Email Address
The objective of this exercise is to add and configure a domain and email address by completing
the following:

STEP ACTION RESULT

Under Admin, select Contact Center >
1
Email.

2 Click + Add Domain. The Add Domain pop-up appears.

Type DisfrutaGlobal<xxxx> in the

Domain Name field. In the place of
<xxxx>, enter your student Org number.
3
For example, if your student Org number
is 0032, then enter DisfrutaGlobal0032 in
the domain name field.

4 Click Save. The Email Address view opens.

5 Click Add Email Address.

Enter CustomerService in the Email

6
Address field.

Enter Customer Service in the From

7
Name field.

Copyright © 2024 Genesys Beyond. All rights reserved. 31

 Under Email Routing:
• Select the Always route to this
queue option.
• Select Customer Service from the
8 Queue dropdown.
• Add the Customer Service skill
under Skills.
• Add EnglishWritten from the
Language dropdown.

Under Spam Routing: Select the

9 Disconnect all email that is detected as
spam option.

The email address is added to the

10 Click Save.
domain.

Copyright © 2024 Genesys Beyond. All rights reserved. 32

 LAB 8

Audio Prompts

8.1: Uploading a Prompt

8.2: Recording a Prompt

Copyright © 2024 Genesys Beyond. All rights reserved. 33

8.1 Uploading a Prompt
An Audio Prompt is a message that informs the caller that an action is required or that a process is
complete. This lab will guide you through uploading a pre-recorded prompt and recording a new
prompt.

STEP ACTION RESULT

If you are not already logged in to
1 Genesys Cloud CX, please log in using
your Stu Dent credentials.

You will need a file that is located in the training environment. For this reason, you
must perform this exercise inside the Virtual Machine.

2 Click on Admin. The Admin page appears

From the Architect section, select A new browser window opens, and
3
Architect. Architect appears.

4 Hover over the Prompts menu. System and User options appear.

5 Select User. The User Prompts list appears.

The Create Prompt pop-up window

6 Click on the Add button.
appears.

7 Name the prompt as MainMenu.

Prompt names cannot contain spaces or special characters. Prompt names must be
unique.

Entering Descriptions for objects you

8 Enter a description for the prompt. create in Genesys Cloud CX is
considered a good practice.

9 Click on Create prompt. The Edit Prompt window appears.

Copyright © 2024 Genesys Beyond. All rights reserved. 34

 STEP ACTION RESULT
In the Language Resource area, click on
10 The Upload Audio box appears.
+ Audio and select Upload.

11 Click on Select audio file to import. A Windows file explorer window appears.

In the Windows file explorer, browse to

12 This PC > StudentResources (R:) >
Genesys Cloud Contact Center Admin.

Select the file MainMenu.wav and click

13 The Upload Audio box reappears.
on Open.

14 Click on Upload. The Edit Prompt box appears

The User prompt ‘MainMenu’ has been

15 Click on OK.
created.

Copyright © 2024 Genesys Beyond. All rights reserved. 35

8.2 Recording a Prompt
STEP ACTION RESULT
If you are still in Architect, then go to
1 step 2. If not, please follow steps 1-3 in
Lab 8.1.

System and User options become

2 Hover over the Prompts menu.
available.

3 Select User.

4 Click on the Add button. Create Prompt pop-up appears.

5 Name the prompt CustomerService.

Prompt names cannot contain spaces or special characters. Prompt names must be
unique.

6 Click on Create prompt. The Edit Prompt window appears.

In the Language Resources area, click on

7
+ Audio.

8 Click on Record from browser. The record audio dialog box opens.

9 Click on Start Recording.

Speak the following Customer Service

10 prompt. Prompt: “Thank you for calling Loads a .wav file stored locally.
Customer Service.”

11 Click on Stop Recording.

12 Click on Upload.

Copyright © 2024 Genesys Beyond. All rights reserved. 36

 STEP ACTION RESULT
The User prompt ‘CustomerService’ has
13 Click on OK.
been created.

Copyright © 2024 Genesys Beyond. All rights reserved. 37

Copyright © 2022 Genesys Beyond. All rights reserved.
 LAB 9

Default Hold Music

9.1: Replacing Default Hold Music

Copyright © 2024 Genesys Beyond. All rights reserved. 38

9.1 Replacing Default Hold Music
The default system hold music is configurable in Genesys Cloud CX Architect. This lab will guide
you through uploading a custom wave file to play hold music in your system.

STEP ACTION RESULT

In Architect, hover over the Prompts System and User options become
1
menu. available.

2 Select System.

3 Enter hold in the Search prompts field. Finds system hold music location.

4 Click on on_hold_music. Opens Edit Prompt window.

Locate the English United States (en-us)

prompt and click on the prompt duration
5 link.
Hint: You can use CTRL+F and search for
en-us.

6 Click on Upload. Upload Audio box appears.

7 Click on Select audio file to import.

From This PC > StudentResources (R:) >

Genesys Cloud Contact Center Admin,
8
then select the HoldMusic.wav file and
click on Open.

The file uploads. Depending on your

9 Click on Upload. network speed, this upload could take
some time.

10 Click on OK.

Copyright © 2024 Genesys Beyond. All rights reserved. 39

 LAB 10

Automatic Call Distribution

10.1: Configuring Architect Routing

10.2: Configuring IVR Routing

Copyright © 2024 Genesys Beyond. All rights reserved. 40

10.1 Configuring Architect Routing
Automatic Call Distribution is a system that routes interactions based on an algorithm that
determines the best available agents for an interaction. This lab will guide you through configuring
Genesys Cloud CX Architect to route a call to an ACD queue.

STEP ACTION RESULT

If needed, log in to Genesys Cloud CX
with your Stu Dent credentials and
1 Architect opens in a new tab.
navigate to Admin > Architect >
Architect.

In the Flows Tab, ensure Inbound Call is

2 selected. If not, hover the mouse over the
Flows tab and select Inbound Call.

The Create Inbound Call Flow dialog

3 Click on the +Add button.
appears.

Name the Call Flow as Customer Service

4
IVR.

5 Click on Create Flow. The Inbound Call Flow page opens.

Expand the Transfer category in the

6 Transfer expands with options.
Toolbox on the middle panel.

Drag and drop the Transfer to ACD

7 action below Disconnect in the Main
Menu on the left side.

Copyright © 2024 Genesys Beyond. All rights reserved. 41

 Select the Disconnect action above
Transfer to ACD, click the three-dot
menu next to the Disconnect action to
8 display a menu, and then select Delete. The Disconnect action is deleted.
Alternatively, you can click the red trash
icon at the top-right side of the main
menu.

Click the Transfer to ACD action in the

9 The Transfer to ACD options appear.
Main Menu.

Inside Menu Access, click on the dial pad

10 A dial pad appears.
icon under DTMF.

11 Set DTMF to 1.

In the Queue dropdown menu, select

12
Customer Service.

In the Pre-Transfer Audio field, enter:

13
Please wait for the next available agent.

In the Failed Transfer Audio field, enter:

14 Sorry, we were unable to complete the
transfer.

15 In the Priority field, set the value as 5.

16 Click Main Menu under Starting Menu. The Main Menu options appear.

In the Initial Greeting field, enter: Thank

17
you for calling Customer Service.

Click the play button at the right end

18 The Audio Sequence editor opens.
of Menu Prompt.

Click the small circled x at the far right of

19 The prompt is deleted.
the Text To Speech box to delete it.

Copyright © 2024 Genesys Beyond. All rights reserved. 42

 Click on Add Other > Add Blank Audio in
20
the menu bar.

You have added a slight amount of

Select 100 ms in the dropdown, then silence for this menu prompt to avoid
21
click on Close. Architect displaying a Validation warning
regarding the lack of a prompt.

Click on the Default Menu Choice

22
dropdown and select Transfer to ACD.

Click on the arrow next to Menu Options

23
to expand it.

Click on the pencil icon next to Number

24 of times to repeat menu and set the This sets the Main Menu to play once.
value to 0.

This causes the Transfer to ACD action

Click the pencil icon next to Menu
25 to be taken 3 seconds after the initial
selection timeout and set the value to 3.
greeting plays if no input is provided

26 Set Listen for extension dialing to False.

If needed, expand the Settings menu in

27
the left-hand column.

Select Recording and Speech

28
Recognition.

We don’t want the flow to be interrupted

Uncheck Enable speech recognition for
29 if the caller says something while in the
the entire flow.
IVR.

The Toolbox disappears, and ‘this flow is

30 Click Publish in the menu bar. not currently open for edit’ appears in the
menu bar.

Copyright © 2024 Genesys Beyond. All rights reserved. 43

10.2 Configuring IVR Routing
STEP ACTION RESULT

Switch back to the main Genesys Cloud

1
CX browser tab.

Under Admin, select Routing > Call

2
Routing.

Click on the + Add button in the upper

3 The Call Route page opens.
right corner.

Enter Customer Service Router in the

4
Name field.

Under the Inbound Numbers section,

5 click on Select Inbound Number
dropdown.

A list of numbers will appear and narrow

6 Enter +13179832000 in the Search field.
as you type.

When you finish typing, click the

7 remaining number to select
+13179832000.

Select the Check Box next to The number is added to the Inbound
8
+13179832000. Numbers.

In the What call flow should be used We will not use Schedule Based Routing
section, under Route to, click the Select in this course. All calls to this phone
9
an open call flow dropdown, and select number will route to the Customer
Customer Service IVR. Service Inbound Call flow.

10 Click on Create.

Copyright © 2024 Genesys Beyond. All rights reserved. 44

 LAB 11

Putting It All Together

11.1: Testing ACD Calls

11.2: Testing ACD Email
11.3: Testing Utilization
11.4: Testing ACD Skills

Copyright © 2024 Genesys Beyond. All rights reserved. 45

11.1 Testing ACD Calls
This lab will guide you through testing ACD with calls and emails routed to the queue.

STEP ACTION RESULT

On the Main VM, using the Edge browser,
log in as user Cheryl Fortier with the
password Pa$$w0rd. (Cheryl’s email
1 address can be found under Admin > Cheryl Fortier is logged in.
People & Permissions > People.) Make
sure to allow the Microphone and
Location when requested.

On the Edge browser, click on the three

dots located at the top-right-conner and
select “New InPrivate window”. Log in as
user Amanda Miller with the password
2 Pa$$w0rd. (Amanda’s email address can Amanda Miller is logged in.
be found under Admin > People &
Permissions > People.) Make sure to
allow the Microphone and Location
when requested.

Using the Stu Dent Account (On Chrome

3 browser), click on the Calls button on the The Calls pane appears.
left pane.

Click on the Dialpad icon (second button) In this example, you will be a customer
and dial +13179832000 (Customer calling the main IVR. The prompts will
4
Service Router). Next. click on the Green take a short while to play, and then the
Call button. calls will enter the queue.

Note the statistics related to the

In Stu Dent’s browser, go to Performance
Customer Service queue. You should see
5 > Workspace > Click on The + tab >
a call Waiting, and two under Off Queue
Queues Activity.
since no agents have gone On Queue yet.

This view shows you more detailed

Click Customer Service to drill down to a
6 information regarding the calls in the
detailed view of the queue.
queue and the agents.

Copyright © 2024 Genesys Beyond. All rights reserved. 46

 STEP ACTION RESULT
In Cheryl Fortier’s browser (Edge Her client should alert with a call from
7 browser), use the slider on the top-right the queue. Place another call using the
to set her to On Queue. simulator is needed.

8 Answer the call on Cheryl’s browser.

Now Amanda is available to receive ACD

9 Set Amanda Miller to On Queue.
Interactions from Collections queue.

Return to Stu Dent’s browser and

observe the Queue Activity. Click around
10
to the various tabs to view the available
information.

Disconnect the call in Cheryl’s client,

assign a Wrap-Up Code, and then click
11 Done. If you want to try another call,
repeat step 5, answer it, and disconnect,
then assign a Wrap-Up Code.

Copyright © 2024 Genesys Beyond. All rights reserved. 47

11.2 Testing ACD Email

STEP ACTION RESULT

Leave the three users logged in and the

1
two agents On Queue.

Using your personal e-mail address, send

an email to the Customer Service email
configured in the previous lab.
The new email will alert one of your
2 If needed, navigate to Admin > Contact agents’ clients.
Center > Email > <Your DisfrutaGlobal
domain> and take note of the e-mail
address.

Answer the email. You can click the Note the editing and formatting options
3
Expand icon to enlarge the email pane. available.

Type a response in the Click to reply

4
field.

You will receive the reply in your personal

5 Click Send to send the response.
e-mail.

6 Select a wrap-up Code and click Done. The agent goes back On Queue.

Copyright © 2024 Genesys Beyond. All rights reserved. 48

11.3 Testing Utilization

STEP ACTION RESULT

Leave all three users (Stu Dent, Cheryl
1 Fortier and Amanda Miller) logged in and
the two agents On Queue.

Two e-mails will be sent to Cheryl Fortier,

Using a personal email address, send as Amanda Miller is not a member of the
three emails to your organization’s Customer Service Queue and doesn’t
2
Customer Service email address and have the proper Language / Skills. The
answer both e-mails. third e-mail ill be waiting for an available
agent.

Cheryl receives the third e-mail only after

End one of the e-mails and select a
the first e-mail is completed, because of
Wrap-up code. Once the Wrap-up code is
3 the Utilization settings that prevents
selected, click on Done and Cheryl will
Cheryl from receiving more than two e-
receive the third e-mail. Answer it.
mails.

The call goes to Cheryl Fortier, since

Using the Stu Dent Account (On Chrome
Amanda belongs to a different queue,
4 browser), make a call to +13179832000
and now Cheryl is handling two e-mails
(Customer Service Router).
and a voice call simultaneously.

Finish all interactions on Cheryl Fortier,

5
and select the proper wrap-up Codes.

Navigate to Admin > Contact Center >

6
Utilization.

This will remove the ability for Email

For the Email media type, under Can be
7 interactions to be interrupted by Voice
interrupted by, click the x for Voice.
interactions.

Copyright © 2024 Genesys Beyond. All rights reserved. 49

 Using a personal email address, send
two e-mails to your organization’s
8
Customer Service email address and
answer them with Cheryl Fortier.

Use the phone of the Stu Dent user to This time, the calls will not alert while the
9
call +13179832000 e-mails are connected.

In the Stu Dent UI, click Performance > You should see the call Waiting and two
10
Workspace > + then Queues Activity. e-mails in Interacting state.

Complete the e-mails being handled by As soon as you click on Done to fisnish
11 Cheryl (select the wrap-up codes both e-mails, a call should alert on
accordingly) and click on Done. Cheryl’s screen.

12 Answer the call and complete it.

Copyright © 2024 Genesys Beyond. All rights reserved. 50

11.4 Testing ACD Skills
STEP ACTION RESULT
Leave all three users (Stu Dent, Cheryl
1 Fortier and Amanda Miller) logged in and
the two agents On Queue.

Switch back to the browser window

2 running Genesys Cloud CX Architect (or
reopen Architect if it has been closed).

Click Customer Service IVR on the

3
Flows: Inbound Call tab.

4 Click Edit to allow editing of the flow.

Click the Transfer to ACD action under

5
the Main Menu.

Under the Routing category, click Add

6
ACD Skill.

Select Collections in the Select an ACD

7
skill dropdown.

8 Click Publish.

Use the phone of the Stu Dent user to

9
call +13179832000.

Although Cheryl and Amanda are On

Use Stu Dent’s user interface to view the Queue, neither of them will receive the
Queues Activity detail view for Customer call. Although Cheryl belongs to the
10 Service (under Performance > Customer Service queue, she doesn’t
Workspace > Queues Activity, then click have the Collections skill, and while
Customer Service). Amanda has the right skill, she is not a
member of Customer Service Queue.

Copyright © 2024 Genesys Beyond. All rights reserved. 51

 Go to Admin > People & Permissions > Cheryl Fortier can now receive the calls
11 People, assign the Collections skill (4 waiting in the Customer Service queue
stars) to Cheryl Fortier, and save. again.

Complete the call in Cheryl’s client and

12
make her Off Queue.

Using Stu Dent, make another call to The call will be waiting for an available
13
+13179832000 agent.

Amanda can now receive calls from the

Go to Admin > People & Permissions >
Customer Service Queue, as her new skill
People, assign the Customer Service
14 allows her to become a member of the
skill to Amanda Miller (3 Stars), and
Customer Service Skill Group, which is a
save.
member of the Customer Service Queue.

15 Complete the call in Amanda’s client.

When finished, do not log out of the three

16 clients. You will need them for the
following labs.

Copyright © 2024 Genesys Beyond. All rights reserved. 52

 LAB 12

Scripting

12.1: Configuring a Basic Script

12.2: Testing the Script

Copyright © 2024 Genesys Beyond. All rights reserved. 53

12.1 Configuring a Basic Script
Scripting presents agents with details about the caller or contact. Scripts also assist agents with
updating information in a database. Scripts can be used by outbound campaigns and inbound
architect call flows. Email and Chat interactions can also benefit from agent scripting. This lab will
guide you through the creation of a basic outbound script.

STEP ACTION RESULT

1 Click Admin.

From the Contact Center section, select

2 The Scripts window will open.
Scripts.

3 Click Create.

4 Name the Script Disfrutascript.

From the Global Templates, ensure that

5 Blank Script template is selected. Click Templates become visible.
Create.

From the menu, click the Script

6
dropdown.

7 Select Script Properties.

In the Script Properties pane on the right, A green light appears beside Inbound,
8 expand Inbound and click the toggle to indicating that this script can be used
enable it. with inbound voice interactions.

9 Leave other settings as default.

In the menu bar, click T to add it to the

10 A text field appears inside the Start Page.
script.

11 In the text box, enter Hello, my name is.

Copyright © 2024 Genesys Beyond. All rights reserved. 54

 STEP ACTION RESULT
Click the cube in the upper-left corner of
12 The Select Variable box appears.
the text box.

Scroll and select Scripter.Agent Name.

13
Then, press Enter twice.

Type “Thank you for being a gold

14 customer. How may I help you?” in the
text box.

The Web Page box appears below the

In the menu bar, click the globe icon
15 Text box, and the Web Page’s properties
(Web Page).
open on the right side.

In the Web Page properties on the right,

in the Common section, enter
16
https://en.wikipedia.org/wiki/jamaica in
the Web Page Source field.

Expand the Layout section, go to width

17
on the right column, and select Stretch.

18 Go to height and select Stretch.

Click Preview Script at the top right You can view the script as an agent will
19
corner. see it.

Make any corrections, if needed, by

20
reviewing the previous steps of this lab.

Click Preview Script to return to the edit

21
mode.

From the menu, click the Script

22
dropdown and select Save.

23 Click the Script dropdown.

24 Click Publish.

Copyright © 2024 Genesys Beyond. All rights reserved. 55

12.2 Assign the Script to the Customer Service
Queue
STEP ACTION RESULT

Go to Admin > Contact Center > Queues

1
and select Customer Service.

2 Click the Voice tab.

All inbound voice interactions from the

Customer Service queue now have the
In the Default Script text field, enter DisfrutaScript displayed to agents.
3
DisfrutaScript, select it, and click Save. Alternatively, the script can be
associated with an Architect flow, which
overrides the queue’s settings.

Use the phone of the Stu Dent user to

Note that a different script information is
4 call +13179832000 and answer the call
presented to the agent.
from one of the agents.

Copyright © 2024 Genesys Beyond. All rights reserved. 56

 LAB 13

Alerts

13.1: Creating an Alert Rule

13.2: Activating Agents (as Supervisor)
13.3: Activating an Agent (as Agent)

Copyright © 2024 Genesys Beyond. All rights reserved. 57

13.1 Creating an Alert Rule
Alerts can be set on any interaction type to notify a supervisor when an interaction goes beyond a
specific duration, when an agent transfers more than the average number of interactions, or many
other metrics.

STEP ACTION RESULT

With the Stu Dent account, Navigate to The Analytic Workspace window
1
Performance > Workspace. appears.

On the left pane, in the Search Views

2 The Alert Rules Tab displays.
field, type Rule, then select Alert Rules.

On the far right, click on the Plus (+) sign

3 next to the Reset View icon to add a new The Add New Alert Rule Panel appears.
alert rule.

In the Name field, enter Away Status

4
more than 20 seconds.

In the Type field, select Presence metric

5 The Configure Alert page appears.
rule, then click on Add.

Under the Definition section, below Type,

set the following:
a. User: Stu Dent
6
b. Presence: Away
c. Operator: > (greater than)
d. Value: 20 seconds

Under Notifications (scroll down if

The Alert Rules tab is displayed, with the
7 needed), remove the Stu Dent user from
new rule added.
the Send email to area and click Save.

Copyright © 2024 Genesys Beyond. All rights reserved. 58

 To enable the recently created rule, click
8 the three vertical dots on the right and
toggle to enable the rule.

To test the rule, click the Stu Dent icon in Once in Away status, wait for 20 seconds
9 the left panel, then change the status until the notification icon on the left pane
from Available to Away. shows an orange circle.

Click the Inbox icon and, once the Inbox

10 You should see the Active Alert there.
is opened, click the Alerts icon.

Copyright © 2024 Genesys Beyond. All rights reserved. 59

13.2 Activating Agents (as Supervisor)
Supervisors can activate and deactivate queues for agents who are already members of those
queues. While On Queue, agents receive interactions for the activated queues to which they belong.
Agents can also activate and deactivate their queues. To activate a queue for an agent, the agent
must be a member of that queue.

STEP ACTION RESULT

1 Navigate to Performance > Workspace

If the Alert Rules tab is displayed, click

2 the Plus (+) icon next to it to open a new
tab.

Under the Contact Center section, select

3 The Queues Activity page appears.
Queue Activity.

4 Select the Customer Service Queue.

5 Select the Agents Tab.

From the Agent column, click Cheryl

6 The agent detail view appears.
Fortier.

Select the person icon with the three

7 lines in the upper right corner next to The Queue Activation pane appears.
the save icon.

Cheryl Fortier remains a member of the

Uncheck Customer Service and click queue but is inactive and will not receive
8
Update. interactions from the Customer Service
queue.

9 Click X to close Queue Activation.

Copyright © 2024 Genesys Beyond. All rights reserved. 60

13.3 Activating an Agent (as Agent)
STEP ACTION RESULT

Under Admin, select People &

1 The People window appears.
Permissions > People.

2 Copy Cheryl Fortier’s email address.

On the Client VM, using the Edge

The Genesys Cloud CX login page
3 browser, go to
appears.
https://apps.mypurecloud.com.

Log in as Cheryl Fortier using the email

4 address you copied in step 2. For the You are logged in as Cheryl Fortier.
password, enter Pa$$w0rd.

If Edge prompts you to allow the use of

5 Location and Microphone, make sure to
choose Allow and Remember for both.

Navigate to Performance > Workspace.

6 Then, under the My Performance The Performance view appears.
section, select My Performance.

Select the person icon with the three

7 lines in the upper right corner next to The Queue Activation pane appears.
the save icon.

Cheryl Fortier is now able to receive

Check Customer Service and click
8 interactions from the Customer Service
Update.
queue again.

9 Click X to close Queue Activation.

Copyright © 2024 Genesys Beyond. All rights reserved. 61

Copyright © 2022 Genesys Beyond. All rights reserved.