Agent Desktop

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

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

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
• Contact Directory

Lost? See Navigating Agent Desktop.

Are you a supervisor? You can also monitor agents and calls and provide email quality assurance.

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.