Gplus Adapter User's Guide

Welcome to the Gplus Adapter for Salesforce - Workspace Web Edition (WWE) User Guide. This guide provides all the information you need to start working with the Gplus Adapter.

What is Gplus Adapter for Salesforce - WWE option?

Gplus Adapter for Salesforce - WWE option is an enhanced soft phone integrated within the Salesforce environment that offers many of the same features as the Genesys Workspace Agent Desktop. This solution provides Genesys contact center functions along with Salesforce-specific features such as updating activity history, screen pop, and click-to-dial.

Important

Gplus Adapter for Salesforce - WWE option is supported ONLY in Lightning Experience. Genesys does not support other implementations of Gplus Adapter.

How can I use Agent Desktop as an agent?

As an agent, you can use Agent Desktop to handle calls (both inbound and outbound) and other interactions, such as chat, email, or open media without navigating away from your Salesforce environment. Using Agent Desktop you can make sure that you keep on top of your Key Performance Indicators (KPIs).

Tip

For best performance, Salesforce recommends that console users adopt the Google Chrome™ browser and machines with 8 GB of RAM. To view more Salesforce recommendations, see Saleforce Classic Console Recommendations.

Check out the topics below to explore more details.

• Getting Started - helps you to get quickly up and running with your Agent Desktop.
• Working with Agent Desktop - helps you to understand the features and functions that are available in Salesforce Lightning as part of Agent Desktop integration.
• Agent Desktop help - helps you to explore complete set of functions that you can use in Agent Desktop as an agent.

Important

What you see in the Agent Desktop depends on your contact center and your role within it, so you might not be able to do or see all the things covered in this help. If you think you should be able to do or see something you can't, check with your supervisor or system administrator.