FAQs: Contact center agents
Can I attach files to an ACD email message?
You can attach most types of files to an ACD email reply… [More]
Can I remove my email address from my profile?
You can change your email address, and you can add email addresses,… [More]
How can I check for the newest version of the desktop app?
The Genesys Cloud desktop app notifies you when a new version is… [More]
How can I include a hyperlink in a response?
To include a clickable hyperlink in a response, type the complete URL. Alternatively, copy… [More]
If my queue is set to Agent Requested, how do I request ACW?
If your admin configures the After contact work (ACW) setting for your… [More]
What defines an app visit?
An app visit starts from the moment a visitor accesses a mobile… [More]
What do the timers in an interaction mean?
Interactions can have three timers: The interaction alert notification features a timer… [More]
What does Not responding mean?
When you decline or fail to answer an interaction within the Alerting… [More]
Why do I need to re-enter my Genesys Cloud credentials?
Genesys Cloud features benefit from the use of various tokens with varying… [More]
Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins: The same account logs in to web app on multiple tabs or browsers. The same account logs in to the desktop app and in the web app. The same account logs in on different computers at the same time. The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time. Multiple concurrent logins can cause these and other problems: Unsuccessful phone interactions Missed notifications Unrefreshed views Unreliably updated statistics… [More]
Why do my calls get sent to voicemail when I am in certain statuses?
To prevent interruptions, Genesys Cloud sends your calls to voicemail if you… [More]
Why don’t my credentials work when I log back in to Genesys Cloud?
If you have difficulty logging in to Genesys Cloud, you may see… [More]
Why don’t the agents see an option to request for ACW when the queue is set to Agent Requested?
For more information about after call work settings, see Create and… [More]
Why is the time on my voice interaction counting down?
The timer for the state of your voice interaction counts down if… [More]
