Explore the Genesys Cloud interface
The Genesys Cloud user interface consists of a hierarchical, clearly labeled global menu and structure. In this article, learn the primary user interface elements, navigation tips, and user engagement with the Genesys Cloud architecture and structure. The layout is designed to promote intuitiveness and efficiency with how users perform activities and interact with features.
¿Qué es Genesys Cloud?
For a comprehensive guide to all Genesys Cloud product offerings, see Genesys Cloud CX summarized plan comparison.
Genesys Cloud es un conjunto de servicios en la nube para comunicaciones de nivel empresarial, colaboración y gestión de centros de contacto . Genesys Cloud se basa en Amazon Web Services (AWS) y utiliza un entorno de nube distribuida que proporciona acceso seguro a organizaciones de todo el mundo con una huella de TI marginal.
Cada capa de servicio se integra con las demás para una experiencia unificada.
- los Plataforma en la nube de Genesys proporciona la arquitectura central para todos los demás servicios. Esto incluye todas las API que impulsan las aplicaciones de navegador, móvil, escritorio y telefonía.
- Genesys Cloud Collaborate es una aplicación de redes sociales que contiene datos sobre las personas en un lugar de trabajo e incluye formas de conectarse con ellos, como chat, video y uso compartido de documentos. Más información sobre Genesys Cloud Collaborate.
- Comunicación en la nube de Genesys agrega funciones de telefonía a Collaborate, convirtiéndola en una solución de comunicaciones unificadas. Las características incluyen teléfono, correo de voz, conferencias y transferencias. Obtenga más información sobre Genesys Cloud Communicate.
- Centro de contacto de Genesys Cloud utiliza la base de telefonía de Genesys Cloud Communicate para operar un servicio de centro de contacto que maneja todos los aspectos de las interacciones del cliente, incluida la respuesta de voz interactiva (IVR), la distribución automática de llamadas (ACD), el enrutamiento de llamadas telefónicas, correos electrónicos, chats web basados en habilidades, y mucho más. Obtenga más información sobre el centro de contacto de Genesys Cloud.
Modernized navigation experience
To view a video of the Genesys Cloud navigation experience, click the section below.
Explore Genesys Cloud
- To open and view or edit your profile, click the avatar in the upper right corner.
- To open the chat window, click Collaborate .
- To open Collaborate chat in a new window, click popout .
- To make and manage calls, select the preferred phone, forward calls, or activate queues, click the Voice tab.
To manage voicemail, faxes, recordings, evaluations, time-off requests, shift trade requests, explanation requests, coaching appointments, modules, exports, and alerts, click Inbox .
- To go on or off queue, in the upper right corner of Genesys Cloud, use the Off Queue | On Queue button to set your preferred queue status.
All menus are grouped in one single panel on the left.
| Característica | Descripción | Legacy navigation | Current navigation |
|---|---|---|---|
| Hogar | Access the main menu | Genesys Cloud menu bar | Hogar, [hidden]Icon included[/hidden] Menu, [hidden]Icon included[/hidden] Go back |
| Menú | Menú | Administración |
|
| Actividad | Actividad | Activity menu | Hogar |
| Customer Interactions |
Interaction Workspace | Interactions panel | Menu > Customer Interactions > Interactions Workspace |
| Artículos de trabajo | Interactions panel | Menu > Customer Interactions > Workitems | |
| Conversaciones | Interactions panel | Menu > Customer Interactions > Conversations | |
| Supervisor |
Gestión intradía | Admin > Workforce Management > Intraday Management | Menu > Supervisor > Intraday Management |
| Real-Time Adherence | Admin > Workforce Management > Real-Time Adherence | Menu > Supervisor > Real-Time Adherence | |
| Employee Engagement | Employee Engagement | Menu > Supervisor > Employee Engagement > Learning and Feedback | |
| Gamificación | Admin > Performance & Engagement > Gamification | Menu > Supervisor > Gamification > External Metric Definitions | |
| Menu > Supervisor > Gamification > Gamification Settings | |||
| Menu > Supervisor > Gamification > Gamification Profiles | |||
| Analytics | Analítica | Performance > Workspace | Menu > Analytics > Analytics Workspace |
| People and Permissions |
ACD Skills and Languages | Admin > Contact Center > ACD Habilidades e Idiomas | Menu > People and Permissions > ACD Skills and Languages |
| Políticas de acceso | Admin > Personas y permisos > Políticas de acceso | Menu > People and Permissions > Access Policies | |
| Authorized Organizations | Admin > People & Permissions > Authorized Organizations | Menu > People and Permissions > Authorized Organizations | |
| Clientela | Menu > People and Permissions > Clients | ||
| Divisiones | Admin > People & Permissions > Divisions | Menu > People and Permissions > Divisions | |
| Contactos externos | Directorio > Contactos externos |
Menu > People and Permissions > External Contacts > External Contacts and Organizations |
|
| Directorio > Contactos externos |
Menu > People and Permissions > External Contacts > Custom Fields |
||
| Directorio > Contactos externos |
Menu > People and Permissions > External Contacts > External Sources |
||
| Grupos | Directory > Groups | Menu > People and Permissions > Groups | |
| Organization Directory | Directory > My Organization | Menu > People and Permissions > Organization Directory | |
| Organization Locations | Directory > Locations | Menu > People and Permissions > Organization Locations | |
| People Directory | Admin > People & Permissions > People | Menu > People and Permissions > People Directory | |
| Profile Fields | Directory > Profile Fields | Menu > People and Permissions > Profile Fields | |
| Roles and Permissions | Admin > People & Permissions > Roles / Permissions | Menu > People and Permissions > Roles and Permissions | |
| Orchestration |
Arquitecto | Admin > Arquitecto > Arquitecto | Menu > Orchestration > Architect |
| Flow Assets | Admin > Arquitecto > Tablas de datos | Menu > Orchestration > Flow Assets > Data Tables | |
| Admin > Architect > Flow Outcomes | Menu > Orchestration > Flow Assets > Flow Outcomes | ||
| Admin > Architect > Flow Milestones | Menu > Orchestration > Flow Assets > Flow Milestones | ||
| Admin > Arquitecto > Activadores | Menu > Orchestration > Flow Assets > Triggers | ||
| Enrichments | Admin > Predictive Engagement > Segments | Menu > Orchestration > Enrichments > Customer Segments | |
| Admin > Predictive Engagement > Outcomes | Menu > Orchestration > Enrichments > Outcomes | ||
| Compromiso predictivo | Admin > Predictive Engagement > Live Now | Menu > Orchestration > Predictive Engagement > Live Now | |
| Admin > Predictive Engagement > Segments | Menu > Orchestration > Predictive Engagement > Segments | ||
| Admin > Predictive Engagement > Action Maps | Menu > Orchestration > Predictive Engagement > Action Maps | ||
| Admin > Predictive Engagement > Action Library | Menu > Orchestration > Predictive Engagement > Action Library | ||
| Admin > Predictive Engagement > Predictive Engagement Settings | Menu > Orchestration > Predictive Engagement > Predictive Engagement Settings | ||
| Admin > Predictive Engagement > Visitor Activity Report | Menu > Orchestration > Predictive Engagement > Visitor Activity Report | ||
| Admin > Predictive Engagement > Action Map Report | Menu > Orchestration > Predictive Engagement > Action Map Report | ||
| Enrutamiento | Admin > Routing | Menu > Orchestration > Routing | |
| Automatización del trabajo | Admin > Work Automation | Menu > Orchestration > Work Automation | |
| Channels |
Mensaje | Admin > Message | Menu > Channels > Message |
| Saliente | Admin > Outbound | Menu > Channels > Outbound | |
| Telefonía | Admin > Telefonía | Menu > Channels > Telephony | |
| Interaction Assets | Admin > Contact Center > Assistants | Menu > Channels > Interaction Assets > Assistants | |
| Admin > Contact Center > Copilotos de agentes | Menu > Channels > Interaction Assets > Agent Copilots | ||
| Admin > Contact Center > Utilización | Menu > Channels > Interaction Assets >Utilization | ||
| Admin > Contact Center > Colas | Menu > Channels > Interaction Assets > Queues | ||
| Admin > Contact Center > Wrap-up Codes | Menu > Channels > Interaction Assets > Wrap-up Codes | ||
| Admin > Wrap-up Codes | Menu > Channels > Interaction Assets > Wrap-up Code Mappings | ||
| Admin > Contact Center > Email | Menu > Channels > Interaction Assets > Email Domains | ||
| Admin > Contact Center > Canned Responses | Menu > Channels > Interaction Assets > Canned Responses | ||
| Admin > Contact Center > Response Assets | Menu > Channels > Interaction Assets > Response Assets | ||
| Admin > Contact Center > Análisis | Menu > Channels > Interaction Assets > Contact Center Analysis | ||
| Admin > Contact Center > Panel Manager | Menu > Channels > Interaction Assets > Panel Manager | ||
| Admin > Contact Center > Scripts | Menu > Channels > Interaction Assets > Scripts | ||
| Admin > Contact Center > Script Templates | Menu > Channels > Interaction Assets > Script Templates | ||
| Admin > Widgets | Menu > Channels > Interaction Assets > Widgets | ||
| Conversational Intelligence |
Recording and Policies | Admin > Quality > Encryption Keys | Menu > Conversational Intelligence > Recording and Policies > Encryption Keys |
| Admin > Quality > Recording Management | Menu > Conversational Intelligence > Recording and Policies > Recording Management | ||
| Admin > Quality > Policies | Menu > Conversational Intelligence > Recording and Policies > Policies | ||
| Quality Evaluations | Admin > Calidad > Formularios de evaluación | Menu > Conversational Intelligence > Quality Evaluations > Evaluation Forms | |
| Admin > Quality > Evaluators | Menu > Conversational Intelligence > Quality Evaluations > Evaluators | ||
| Quality Evaluations and Surveys | Admin > Quality > Survey Forms | Menu > Conversational Intelligence > Quality Evaluations and Surveys > Survey Forms | |
| Speech and Text Analytic | Admin > Calidad > Análisis de voz y texto | Menu > Conversational Intelligence > Speech and Text Analytics > Speech and Text Configuration | |
| Admin > Calidad > Gestión de diccionarios | Menu > Conversational Intelligence > Speech and Text Analytics > Dictionary Management | ||
| Admin > Calidad > Comentarios | Menu > Conversational Intelligence > Speech and Text Analytics > Sentiment Feedback | ||
| Admin > Quality > Topics | Menu > Conversational Intelligence > Speech and Text Analytics > Topics | ||
| Admin > Quality > Interaction Categories | Menu > Conversational Intelligence > Speech and Text Analytics > Interaction Categories | ||
| Admin > Quality > Topic Miner | Menu > Conversational Intelligence > Speech and Text Analytics > Topic Miner | ||
| Admin > Calidad > Programas | Menu > Conversational Intelligence > Speech and Text Analytics > Programs | ||
| Workforce Management |
Workforce Management Configuration | Admin > Gestión de Recursos Humanos > Unidades de Negocio | Menu > Workforce Management > Workforce Management Configuration > Business Units |
| Admin > Gestión de Recursos Humanos > Plantillas de objetivos de servicio | Menu > Workforce Management >Workforce Management Configuration > Service Goal Templates | ||
| Admin > Workforce Management > Planning Groups | Menu > Workforce Management > Workforce Management Configuration > Planning Groups | ||
| Admin > Workforce Management > Staffing Groups | Menu > Workforce Management >Workforce Management Configuration > Staffing Groups | ||
| Admin > Workforce Management > Agents | Menu > Workforce Management >Workforce Management Configuration > Agents | ||
| Admin > Workforce Management > Activity Codes | Menu > Workforce Management >Workforce Management Configuration > Activity Codes | ||
| Previsión | Admin > Workforce Management Main Forecast | Menu > Workforce Management > Forecasting > Main Forecast | |
| Admin > Workforce Management Forecast | Menu > Workforce Management > Forecasting > Forecast | ||
| Admin > Workforce Management Forecasts | Menu > Workforce Management > Forecasting > Historical Data Import | ||
| Capacity Planning | Admin > Gestión de Recursos Humanos > Requisitos de personal | Menu > Workforce Management > Capacity Planning > Staffing Requirements | |
| Admin > Gestión de Recursos Humanos > Planificación de Capacidades | Menu > Workforce Management > Capacity Planning > Capacity Planning Scenarios | ||
| Work Plan Configuration | Admin > Workforce Management > Work Plan Configuration | Menu > Workforce Management > Work Plan Configuration > Work Plans | |
| Admin > Workforce Management > Work Plan Rotations | Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations | ||
| Admin > Gestión de Recursos Humanos > Asignación de planes de trabajo | Menu > Workforce Management > Work Plan Configuration > Work Plan Changes | ||
| Admin > Workforce Management > Work Plan Bids | Menu > Workforce Management > Work Plan Configuration > Work Plan Bids | ||
| Planificación | Admin > Gestión de Recursos Humanos > Horarios | Menu > Workforce Management > Scheduling > Schedules | |
| Admin > Workforce Management > Activity Plans | Menu > Workforce Management > Scheduling > Activity Plans | ||
| Admin > Workforce Management > Shift Trades | Menu > Workforce Management > Scheduling > Shift Trades | ||
| Admin > Workforce Management Time-Off Limits | Menu > Workforce Management > Scheduling > Time-Off Limits | ||
| Admin > Workforce Management > Time-Off Plans | Menu > Workforce Management > Scheduling > Time-Off Plans | ||
| Admin > Workforce Management > Time-Off Requests | Menu > Workforce Management > Scheduling > Time-Off Requests | ||
| Informes históricos | Admin > Workforce Management Historical Adherence | Menu > Workforce Management > Historical Reporting > Historical Adherence | |
| Admin > Workforce Management > Historical Shrinkage | Menu > Workforce Management > Historical Reporting > Historical Shrinkage | ||
| Knowledge |
Artículos | Admin > Conocimiento > Artículos | Menu > Knowledge > Articles |
| Categories and Labels | Admin > Knowledge > Categories & Labels | Menu > Knowledge > Categories and Labels | |
| Sources | Admin > Knowledge > Sources | Menu > Knowledge > Sources | |
| Optimizer | Admin > Knowledge > Optimizer | Menu > Knowledge > Optimizer | |
| Knowledge Miner | Admin > Knowledge > Knowledge Miner | Menu > Knowledge > Knowledge Miner | |
| IT and Integrations |
Uso de la API | Admin > Platform Usage > API Usage | Menu > IT and Integrations > API Usage |
| Audit Viewer | Admin > Solución de problemas > Visor de auditorías | Menu > IT and Integrations > Audit Viewer | |
| Authorized Applications | Admin > Integrations > Authorized Applications | Menu > IT and Integrations > Authorized Applications | |
| Disconnect Interactions | Admin > Routing > Disconnect Interactions | Menu > IT and Integrations > Disconnect Interactions | |
| Documentos | Documents menu | Menu > IT and Integrations > Documents | |
| Integraciones | Admin > Integraciones > Integraciones | Menu > IT and Integrations > Integrations | |
| Integration Actions | Admin > Integrations > Actions | Menu > IT and Integrations > Integration Actions | |
| Log Capture | Admin > Troubleshooting > Log Capture | Menu > IT and Integrations > Log Capture | |
| OAuth | Admin > Integrations > OAuth | Menu > IT and Integrations > OAuth | |
| Operational Console | Admin > Solución de problemas > Consola operativa | Menu > IT and Integrations > Operational Console | |
| Single Sign-on | Admin > Integrations > Single Sign-On | Menu > IT and Integrations > Single Sign-on | |
| Account |
Suscripción | Admin > Account Settings > Subscription | Menu > Account > Subscription |
| Organización | Admin > Account Settings > Organization Settings | Menu > Account > Organization | |
| Genesys AppFoundry | Admin > Account Settings > Genesys AppFoundry | Menu > Account > Genesys AppFoundry |
The unified global search offers one intelligent Search bar to help you find pages, people, groups, and locations seamlessly and without switching tools.
- In the upper right corner, in the Search for pages, people, groups, and locations box, begin typing the first few letters of your search. For example, a workspace, a person’s name, a group name, or a feature name. The search results return results from pages and the Genesys Cloud directory. Click the appropriate item to continue.
- Genesys Cloud returns search results with the most likely matches. To view more results, click View all page results or View all Directory results.
The Genesys Cloud Help view provides several resources to find the latest release information, provide in-app help for a particular feature, and access supporting resources.
- Click the Help button from any page to access Resource Center in-app documentation for the current page.
- Click the Release Notes tab to view and subscribe to the most recently released features.
- Click Resources to find more assistance such as the Community, training, knowledge network, and more.
- Use the Search tab to find supporting articles.
