Explore the Genesys Cloud interface
Feature coming soon: Improvements to the new unified navigation experience and updated information architecture, including menu locations and naming conventions, are subject to change until Genesys releases the feature as generally available. Existing functionality remains unchanged.
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.
Genesys Cloudとは?
For a comprehensive guide to all Genesys Cloud product offerings, see Genesys Cloud CX summarized plan comparison.
Genesys Cloudは、エンタープライズグレードのコミュニケーション、コラボレーション、コンタクトセンター管理。Genesys Cloud は Amazon Web Services (AWS) 上に構築されており、最小限の IT フットプリントで世界中の組織に安全なアクセスを提供する分散クラウド環境を使用します。
各サービス層は、統合されたエクスペリエンスのために他の層と統合されています。
- は Genesysクラウドプラットフォーム は、他のすべてのサービスにコア アーキテクチャを提供します。 これはすべてのブラウザー、モバイル、デスクトップ、およびテレフォニー アプリケーション Api が含まれます。
- Genesys Cloudコラボレートは、職場の人々に関するデータを含むソーシャルメディアアプリで、チャット、ビデオ、文書共有など、彼らとつながる方法が含まれています。 Genesys Cloud Collaborateの詳細を見る.
- Genesysクラウド通信Collaborateにテレフォニー機能を追加し、ユニファイドコミュニケーションソリューションにします。 電話、ボイスメール、会議、転送などの機能があります。 Genesys Cloud Communicateの詳細を見る.
- Genesys Cloudコンタクトセンター では、Genesys Cloud Communicateのテレフォニー基盤を使用して、対話型音声応答(IVR)、自動通話配信(ACD)、電話のスキルベースのルーティング、電子メール、ウェブチャットなど、顧客とのやり取りのあらゆる側面を処理するコンタクトセンターサービスを運営しています。 Genesys Cloudコンタクトセンターの詳細を見る.
Modernized navigation experience
To view a video of the Genesys Cloud navigation experience, click the section below.
Explore Genesys Cloud
All menus are grouped in one single panel on the left.
| 機能 | 説明 | Legacy navigation | Current navigation |
|---|---|---|---|
| ホーム | Access the main menu | Genesys Cloud menu bar | Home, Menu, Go back |
| メニュー | メニュー | 管理 |
|
| Activity | アクティビティ | Activity menu | ホーム |
| Workspace |
Agent Workspace and task lists | Interactions panel | Menu > Workspace > Agent Workspace |
| Interactions panel | Menu > Workspace > Task List : Workitems | ||
| Interactions panel | Menu > Workspace > Task List: Conversations | ||
| Performance Management |
日中管理 | Admin > Workforce Management > Intraday Monitoring | Menu > Performance Management > Intraday Management |
| リアルタイムの遵守 | Admin > Workforce Management > Real-Time Adherence | Menu > Performance Management > Real-Time Adherence | |
| Employee Engagement | 管理 > パフォーマンスとエンゲージメント > 開発とフィードバック | Menu > Performance Management > Employee Engagement > Learning and Development | |
| 管理者 > パフォーマンスとエンゲージメント > 外部指標の定義 | Menu > Performance Management > Employee Engagement > External Metric Definitions | ||
| Admin > Performance & Engagement > Gamification Settings | Menu > Performance Management > Employee Engagement > Gamification Settings | ||
| Admin > Performance & Engagement > Gamification Profiles | Menu > Performance Management > Employee Engagement > Gamification Profiles | ||
| Admin > Performance & Engagement > Gamification Contests | Menu > Performance Management > Employee Engagement > Gamification Contests | ||
| Contacts |
外部の連絡先 | ディレクトリ > 外部連絡先 |
Menu > Contacts > External Contacts > External Contacts and Organizations |
| ディレクトリ > 外部連絡先 | Menu > Contacts > External Contacts > Identity Resolution | ||
| ディレクトリ > 外部連絡先 | Menu > Contacts > External Contacts > Custom Fields | ||
| ディレクトリ > 外部連絡先 | Menu > Contacts > External Contacts > External Sources | ||
| Analytics |
Analytics Analytics |
Performance > Workspace | Menu > Analytics > Analytics Workspace |
| 管理者 > コンタクトセンター > 分析 | Menu > Analytics > Analytics Settings | ||
| Orchestration |
Architect | 管理者 > アーキテクト > アーキテクト | Menu > Orchestration > Architect |
| Flow Assets | 管理者 > アーキテクト > データ テーブル | 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 | ||
| 管理者 > アーキテクト > トリガー | Menu > Orchestration > Flow Assets > Triggers | ||
| AI Studio | 管理者 > AI スタジオ | Menu > Orchestration > AI Studio > Agent Copilots | |
| 管理者 > AI Studio > ガイド | Menu > Orchestration > AI Studio > Guides | ||
| Enrichments | Admin > Predictive Engagement > Segments | Menu > Orchestration > Enrichments > Customer Segments | |
| Admin > Predictive Engagement > Outcomes | Menu > Orchestration > Enrichments > Outcomes | ||
| プレディクティブエンゲージメント | Admin > Predictive Engagement > Live Now | Menu > Orchestration > Predictive Engagement > Live Now | |
| 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 | ||
| ルーティング | Admin > Routing > Call Routing | Menu > Orchestration > Call Routing | |
| Admin > Routing > Emergency Groups | Menu > Orchestration > Emergency Groups | ||
| [管理] > [ルーティング] > [メッセージ ルーティング] | Menu > Orchestration > Message Routing | ||
| Admin > Routing > Operating Schedules | Menu > Orchestration > Operating Schedules | ||
| Admin > Routing > Operating Schedule Groups | Menu > Orchestration > Operating Schedule Groups | ||
| 作業自動化 | Admin > Work Automation > Workbins | Menu > Orchestration > Work Automation > Workbins | |
| Admin > Work Automation > Custom Attributes | Menu > Orchestration > Work Automation > Custom Attributes | ||
| Admin > Work Automation > Worktypes | Menu > Orchestration > Work Automation > Worktypes | ||
| Digital and Telephony |
メッセージ | 管理 > メッセージ > メッセンジャーの設定 | Menu > Digital and Telephony > Message > Messenger Configurations |
| Admin > Message > Messenger Deployments | Menu > Digital and Telephony > Message > Messenger Deployments | ||
| Admin > Message > Platform Configs | Menu > Digital and Telephony > Message > Platform Configurations | ||
| Admin > Message > Platforms | Menu > Digital and Telephony > Message > Platform Integrations | ||
| Admin > Message > Supported Content Profiles | Menu > Digital and Telephony > Message > Supported Content Profiles | ||
| Admin > Message > SMS Number Inventory | Menu > Digital and Telephony > Message > SMS Number Inventory | ||
| Admin > Message > Threading Timeline | Menu > Digital and Telephony > Message > Threading Timeline | ||
| 発信数 | Admin > Outbound > Call Analysis Responses | Menu > Digital and Telephony > Outbound > Call Analysis Responses | |
| Admin > Outbound > Campaign Management | Menu >Digital and Telephony > Outbound > Campaign Management | ||
| Admin > Outbound > Contactable Time Sets | Menu > Digital and Telephony > Outbound > Contactable Time Sets | ||
| Admin > Outbound > Event Viewer | Menu > Digital and Telephony > Outbound > Event Viewer | ||
| Admin > Outbound > List Management | Menu > Digital and Telephony > Outbound > List Management | ||
| Admin > Outbound > Rule Management | Menu > Digital and Telephony > Outbound > Rule Management | ||
| Admin > Outbound > Outbound Settings | Menu > Digital and Telephony > Outbound > Outbound Settings | ||
| テレフォニー | Admin > Telephony > Topology | Menu > Digital and Telephony > Telephony > Topology | |
| Admin > Telephony > Metrics | Menu > Digital and Telephony > Telephony > Metrics | ||
| Admin > Telephony > External Trunks and Phone Trunks | Menu > Digital and Telephony > Telephony > Trunks | ||
| Admin > Telephony > Sites | Menu > Digital and Telephony > Telephony > Sites | ||
| Admin > Telephony > Edges | Menu > Digital and Telephony > Telephony > Edges | ||
| Admin > Telephony > Edge Groups | Menu > Digital and Telephony > Telephony > Edge Groups | ||
| Admin > Telephony > Media Resources | Menu > Digital and Telephony > Telephony > Cloud Media | ||
| Admin > Telephony > Extension Assignments and Extension Pools | Menu > Digital and Telephony > Telephony > Extensions | ||
| Admin > Telephony > Phones and Base Settings | Menu > Digital and Telephony > Telephony > Phone Management | ||
| Admin > Telephony > DID Numbers | Menu > Digital and Telephony > Telephony > Number Management | ||
| Admin > Telephony > Certificate Authorities | Menu > Digital and Telephony > Telephony > Certificate Authorities | ||
| Admin > Telephony > Global Telephony Settings | Menu > Digital and Telephony > Telephony > Global Telephony Settings | ||
| Interaction Assets | Admin > Contact Center > Assistants | Menu > Digital and Telephony > Interaction Assets > Assistants | |
| 管理者 > コンタクトセンター > 利用状況 | Menu > Digital and Telephony > Interaction Assets >Utilization | ||
| Admin > Contact Center > Wrap-up Codes | Menu > Digital and Telephony > Interaction Assets > Wrap-up Codes | ||
| Admin > Wrap-up Codes | Menu > Digital and Telephony > Interaction Assets > Wrap-up Code Mappings | ||
| Admin > Contact Center > Canned Responses | Menu > Digital and Telephony > Interaction Assets > Canned Responses | ||
| Admin > Contact Center > Response Assets | Menu > Digital and Telephony > Interaction Assets > Response Assets | ||
| Admin > Contact Center > Panel Manager | Menu > Digital and Telephony > Interaction Assets > Panel Manager | ||
| Admin > Contact Center > Scripts | Menu > Digital and Telephony > Interaction Assets > Scripts | ||
| Admin > Contact Center > Script Templates | Menu > Digital and Telephony > Interaction Assets > Script Templates | ||
| Admin > Widgets | Menu > Digital and Telephony > Interaction Assets > Widgets | ||
| Eメール | Admin > Contact Center > Email | Menu > Digital and Telephony> Telephony | |
| Conversational Intelligence |
Recording and Policies | Admin > Quality > Recording Management | Menu > Conversational Intelligence > Recording and Policies > Policies |
| Admin > Quality > Policies | Menu > Conversational Intelligence > Recording and Policies > Recording Management | ||
| 品質管理 | 管理 > 品質 > 評価フォーム | Menu > Conversational Intelligence > Quality Evaluations > Evaluation Forms | |
| Admin > Quality > Agent Evaluations | Menu > Conversational Intelligence > Quality Evaluations > Agent Evaluations | ||
| Admin > Quality > Calibration Evaluations | Menu > Conversational Intelligence > Quality Evaluations > Calibration Evaluations | ||
| スピーチとテキスト分析 | 管理 > 品質 > 音声およびテキスト分析 | Menu > Conversational Intelligence > Speech and Text Analytics > Speech and Text Configuration | |
| 管理 > 品質 > 辞書管理 | Menu > Conversational Intelligence > Speech and Text Analytics > Dictionary Management | ||
| Admin > Quality > Topics | Menu > Conversational Intelligence > Speech and Text Analytics > Topics | ||
| Admin > Quality > Topic Miner | Menu > Conversational Intelligence > Speech and Text Analytics > Topic Miner | ||
| Admin > Quality > Programs | Menu > Conversational Intelligence > Speech and Text Analytics > Programs | ||
| Admin > Quality > Interaction Categories | Menu > Conversational Intelligence > Speech and Text Analytics > Interaction Categories | ||
| 管理者 > 品質 > 感情フィードバック | Menu > Conversational Intelligence > Speech and Text Analytics > Sentiment Feedback | ||
| Workforce Management |
スケジューリング | 管理 > 人材管理 > スケジュール | 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 | ||
| 予測 | 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 | 管理 > 人材管理 > スタッフ要件 | Menu > Workforce Management > Capacity Planning > Staffing Requirements | |
| 管理 > 人材管理 > キャパシティプランニング | Menu > Workforce Management > Capacity Planning > Capacity Plans | ||
| 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 | ||
| 管理者 > 人材管理 > 作業計画の割り当て | Menu > Workforce Management > Work Plan Configuration > Work Plan Assignments | ||
| Admin > Workforce Management > Work Plan Bids | Menu > Workforce Management > Work Plan Configuration > Schedule Bids | ||
| Workforce Management Configuration | 管理 > 人材管理 > ビジネスユニット | Menu > Workforce Management > Workforce Management Configuration > Business Units | |
| 管理 > 人員管理 > サービス目標テンプレート | 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 | ||
| 履歴レポート | 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 |
記事 | 管理 > ナレッジ > 記事 | 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 | |
| User Management |
People Directory | Admin > People & Permissions > People | Menu > User Management > Users |
| Roles and Permissions | Admin > People & Permissions > Roles / Permissions | Menu > User Management > Roles and Permissions | |
| Interaction Assets | 管理者 > コンタクトセンター > キュー | Menu > User Management > Interaction Assets > Queues | |
| ACD Skills and Languages | Admin > Contact Center > Access Policies | Menu > User Management > Access Policies | |
| アクセスポリシー | Admin > People & Permissions > ACD Skills & Languages | Menu > User Management > ACD Skills and Languages | |
| Authorized Organizations | Admin > People & Permissions > Authorized Organizations | Menu > User Management > Authorized Organizations | |
| アクセス区分 | Admin > People & Permissions > Divisions | Menu > User Management > Divisions | |
| グループ | Directory > Groups | Menu > User Management > Groups | |
| Organization Directory | Directory > My Organization | Menu > User Management > Directory | |
| Organization Locations | Directory > Locations | Menu > User Management > Locations | |
| Profile Fields | Directory > Profile Fields | Menu > User Management > Profile Fields | |
| IT and Integrations |
API 利用状況 | Admin > Platform Usage > API Usage | Menu > IT and Integrations > API Usage |
| Audit Viewer | 管理者 > トラブルシューティング > 監査ビューア | 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 | |
| 統合 | 管理 > 統合 > 統合 | 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 | 管理 > トラブルシューティング > 操作コンソール | Menu > IT and Integrations > Operational Console | |
| Single Sign-on | Admin > Integrations > Single Sign-On | Menu > IT and Integrations > Single Sign-on | |
| Account |
サブスクリプション | Admin > Account Settings > Subscription | Menu > Account > Subscription |
| 組織 | Admin > Account Settings > Organization Settings | Menu > Account > Organization | |
| Genesys AppFoundry | Admin > Account Settings > Genesys AppFoundry | Menu > Account > Genesys AppFoundry |
To quickly access the agent workspace, click Agent Workspace . Here, you can manage your profile, work with conversations, access canned responses, create notes, schedule callbacks, complete wrap-up codes, and more. You can also resize and rearrange panels based on your preference.
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- To open and view or edit your profile, click the avatar in the upper right corner.
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- To open the chat window, click Collaborate .
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- 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.
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To manage voicemail, faxes, recordings, evaluations, time-off requests, shift trade requests, explanation requests, coaching appointments, modules, exports, and alerts, click Inbox .
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- 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.
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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. The results also display the menu navigation path to go to these pages. Click the appropriate item to continue.
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- Genesys Cloud returns search results with the most likely matches. To view more results, click View all page results or View all Directory results.
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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.
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