Demo Videos

Demo Video	Section	Video Description
Account Activation	2.1.1	Provides an overview of activating a Genesys account once access has been granted.
Logging Into Genesys	2.1.2	Provides an overview of logging into Genesys once after account has been activated.
Logging Out of Genesys	2.2	Provides an overview of logging out of Genesys.
Forgotten Credentials	2.3	Provides guidance on resetting a password from the Genesys log in page.
Changing a Password	2.5	Provides guidance on changing a password while in the User Interface.
Editing Your Profile	2.6	Provides an overview of updating a profile.
User Interface	3.1	Provides an overview of the tools available in the User Interface.
Performance	3.2	Provides an overview of the agent metrics available in the Analytics Workspace.
Receiving a Call From a Queue	4.1	Provides an overview of the process of receiving a call from a queue.
Receiving a Practice Call From the Queue	4.1.2.1	Provides an overview of the process of receiving a practice call from a queue.
Making an Internal Call	4.2.1.1	Provides an overview of the process of making an internal call.
Making an External Call	4.2.2.1	Provides an overview of the process of making an external call.
Transferring a Call	4.4	Provides an overview of the process of transferring a call.
Transferring a Conference Call	4.4.3	Provides an overview of the process of transferring a conference call.
Conference	4.5	Provides an overview of creating a conference call.
Consult	4.6	Provides an overview of the consult feature.
Queue Voicemail	5.1	Provides an overview of listening to queue voicemails.
Viewing Agent Performance Statistics	6.2	Provides an overview of locating current and historical metrics about agents.
Viewing Agent Status	6.3	Provides an overview of locating information on agents’ statuses.
Viewing Secondary Statuses	6.3.1	Provides guidance on adding secondary busy statuses to the Agent Status view.
Viewing Agent Status Timeline Detail View	6.3.4	Provides guidance on viewing a visual representation of the conversations handled by an agent.
Viewing Queue Activity	6.4	Provides guidance on locating an overview of metrics for all queues.
Filtering for Callbacks Waiting	6.4	Provides an overview of locating current activity-related queue metrics.
Viewing Queue Performance	6.5	Provides an overview of locating current and past metrics and data for queues.
Viewing Interaction Details	6.6	Provides an overview of locating details about in progress and complete interactions.
Creating a Dashboard	6.7	Provides guidance on creating a new dashboard.
Exporting Reports	6.8	Provides an overview of sending a report to the Genesys inbox or external email addresses.
Renewing Reports	6.8.3.1	Provides an overview of renewing expiring or expired reports.
Coaching and Monitoring Agents	6.9.1	Provides an overview of coaching and monitoring agents from the Interactions view.
Monitoring an Agent from the Queue Activity View	6.9.1.4	Provides an overview of monitoring an agent from the Queue Activity view.
Selecting a Call to Review	6.9.2	Provides guidance on locating recorded calls to review.
Logging an Agent Out of Genesys	6.10.1	Provides guidance on logging an agent out of Genesys.
Activating and Deactivating Agents in a Queue	6.10.3	Provides guidance on activating and deactivating an agent in a queue.
Setting Business Events – Emergency	7.1	Provides an overview of setting an emergency business event.
Setting Business Events - Meetings	7.2	Provides an overview of setting a meeting business event.
Setting Holidays	7.4	Provides an overview of setting a holiday.
Setting an Agent Account Status to Inactive or Delete	7.5.2	Provides an overview of inactivating or deleting an agent.
Assigning Queues	7.6	Provides an overview of adding or removing an agent from a queue.
Assigning Languages	7.7	Provides an overview of assigning a language to an agent.
Disabling and Enabling Callback	7.8	Provides guidance on disabling and enabling callback for a line of business.
Removing Browser Headset Permissions in Chrome	11.1.2	Provides guidance on removing browser headset permissions in Chrome if calls are being disconnected.
Removing Browser Headset Permissions in Edge	11.1.2	Provides guidance on removing browser headset permissions in Edge if calls are being disconnected.