Documentation:PSAAS:Agent:AgentDesktop:Public

Agent Desktop (v8)

Agent Desktop lets contact center agents communicate with customers and team members through channels such as calls, chats, and email.

If you are looking for the Agent Desktop v9 help, it is here.

You can

• respond to or contact customers through the channels assigned to you
• get help from team members
• find standard responses to customer questions
• make sure that you are meeting your center's expectations
• Change your status to Ready when you are ready to receive new interactions or Not Ready when you need more time to work on your current interaction or are away from your desktop. Your system might be set up to enable you to extend your after call work.

Ready? Watch the video for a quick tour of Agent Desktop, and then get started.

Looking for answers to specific questions? Try these topics:

• Customer interactions
• Internal interactions
• Channels
• Contacts

Lost? See Navigating Agent Desktop.

Tip

The pictures and videos in this Help document show native Genesys Agent Desktop. Your company might have customized many features including corporate logos and the name of the product. This document uses the name Agent Desktop to mean the application that you use to handle calls and other interactions, and to manage your work and your contacts.