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Refer to the instructions as follows to get started
Accessing the Genesys Cloud Digital Engagement Center can be done with the following link.
https://purecloud.deakin.edu.au – Ensure to bookmark this!
Genesys released a mobile app to view your Genesys Cloud schedule. Make sure to pick it up!
Genesys Tempo – Installation & Usage Instructions (iOS/Android)
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Refer to the following articles to learn the ropes of interacting with the Digital Engagement Center.
Genesys Cloud – Blind Transfer and Interaction
Genesys Cloud – Consult Transfer an Interaction
Genesys Cloud – Change an agent’s status
How do I set up my phone in Genesys Cloud (WebRTC)?
How do I assign my WebRTC phone in Genesys Cloud?
How do I answer and complete a phone call in Genesys Cloud?
How do make a call in Genesys Cloud?
How do I make a callback with Genesys Cloud?
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Refer to the following articles to find answers to questions you may have, or answers to issues you may face.
Frequently Asked Questions
Pairing 2 Jabra Headsets for Genesys Cloud Training
How to Flag a Problematic Call or Interaction in Genesys Cloud
Exporting your Genesys Cloud Schedule to an external calendar (ie: Outlook)
How do I enable interaction notifications for Genesys Cloud on Google Chrome?
Troubleshooting
Genesys Cloud Customisation Centre incorrectly logs in directly to Genesys Cloud
I can't select my headset in Genesys Cloud, or my audio is dropping out.
How to manage a service interruption affecting Genesys Cloud (Digital Engagement Centre)
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Refer to these instructions if you are a Team Leader, or a Manager of agents using Genesys Cloud.
Queue Routing must be done when setting up a new user or when staff move between business areas.
Genesys Cloud Skill (Queue Routing) Assignment
Workforce Management
Genesys Cloud offers workforce management functionality. For more information, click here.
Supervisor help guides
Introduction for Supervisors course
Slides from Genesys Cloud Supervisor Training
Genesys Cloud Metrics
Genesys Cloud Quality Management
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