NSF Training: Genesys Cloud Production: Introduction to UI Updates

Genesys Cloud Production: Introduction to UI Updates

SF Learning Team - October 2025

Introduction

Genesys Cloud is our web-based phone/SMS platform that will improve security, ensure compliance standards and better meet team member needs. It’s not just a phone system - it’s an engagement platform! It has new tools, gamification, apps, customization & more! It will allow users to work more efficiently & effectively!

Genesys User Interface Updates

Genesys is going live with some user interface updates on October 29th! This will make some changes to the platform you have all been using the past year. The functionality of Genesys is not changing, simply the look and feel of the platform.

Some key changes are:

• Terminology changes
• Agent profile now on top right corner
• Toolbar now on top right corner

Accessing Genesys

Step 1: Navigate to "MyApps" on your desktop of from the UMA Hub.

Step 2: Select Genesys Cloud Prod.

Genesys Cloud will not open automatically upon starting your computer.

Important!Users must log into Genesys Cloud BEFORE logging into other systems like SF iDash in order for click-to-dial functions to work properly.

* Genesys should be open and visable on your laptop screen at all times during your shift!

Logging in

Step 3: If this log-in window pops up ignore the username/password section and please select the Microsoft button at the bottom of the window.

Step 4: On this window please select "Collaborate/Communicate".

Support Tip! Step 3 may only pop up for advisors whose first time it is logging in.

Logging in

Step 6: Allowing access to your location.

Step 5: Allowing access to your microphone.

IMPORTANT!Yes, we are now requesting you to allow location access!For more information, please review the 10/2/2025 Training Update.

Logging in

Step 6: Allowing access to your location.

Step 5: Allowing access to your microphone.

Support Tip!

If you accidently hit "block" when prompted with the microphone and location question, follow these steps:

• Next to the website URL, click the Lock icon.
• Under Permissions for this Site, click the dropdown next to the section you want to change.
• Select "Allow".

IMPORTANT!Yes, we are now requesting you to allow location access!For more information, please review the 10/2/2025 Training Update.

Navigating the Toolbar

Old Genesys

Old Genesys (left hand toolbar)

• Profile - how you set your status
• Favorites - bookmark your frequent & favorite contacts
• Calls - for internal calls only
• Inbox - voicemails
• Interactions - go-to for call management
• Apps (Phone) - for External dialing

New Genesys (top right corner)

• Help - virtual help center
• Calls - for internal calls only
• Apps - for External dialing
• Inbox - voicemails
• Agent Workspace - go-to for call management
• Off Queue - toggle

• Profile - how you set your status

New Genesys UI

Calls Icon

Functionality of "Calls" remains the same, just the icon location is changing.

Old Genesys - left toolbar

New Genesys - top right corner

This icon will direct users to their call history or to make internal calls only. Users can also make calls internally from “external contacts and organizations” contacts or by looking them up by name/queue.

Apps (Phone)

Functionality of "Apps" remains the same, just the icon location is changing.

Old Genesys - left toolbar

New Genesys - top right corner

The Apps (Phone) section is where users can initiate external calls with non-UMA contacts.

Agent Workspace

Functionality of "Conversations" remains the same, just the icon location and terminology is changing.

Old Genesys - left toolbar

The Agent Workspace section is where users will manage active calls.

New Genesys - top right corner

On/Off Queue

Simply logging into the app will not make you available to start taking calls. Once you are logged in for your shift, you will need to toggle yourself to "On Queue" to begin receiving calls.

Luckily, this has not changed from the Genesys' previous version:

User Profile

The only thing that has changed from Genesys' previous version is the location of this icon: now in the top right corner

In this section, you can:

1. Update your Phone Status
2. Configure an Out of Office Status
3. Configure pop-up Notifications
4. Log Off

Phone Statuses

Phone Statuses should be updated accordingly.

Statuses:

Break - Only for 15-breaks Meal - Only for Lunch Break Meeting - Only for meeting with AM/Manager/Director & above Training - Only for training team/mentoring We do NOT use Busy or Away!

Out of Office

Setting up Out of Office:

1. Click the Out of Office link2. Toggle the "Out of Office Status" to On 3. Select your Start Date & Time 4. Select your End Date & Time 4. Click "Save"

Preferences

The preferences tab is used to manage your pop-up notifications:

1. Select the preferences tab2. Click the notifications section 3. Click "Allow Pop-up Notifications"

Logging Out

At the end of each shift users must:

1. Toggle Off Queue
2. Logout

To log out, simply click the Logout button from the Profile tab.

Navigating the Left Menu Dropdown

New Genesys UI

Old Genesys - at the top

• Activity - agent performance insights (ie. average hold times, total talk time, etc.)
• Directory - easily view and dial all users in the organization
• Performance - only used by leadership
• Apps - access to SMS

New Genesys - menu dropdown

• Activity - agent performance insights (ie. average hold times, total talk time, etc.)
• Workspace - another way to get to Agent Workspace
• User Managment - how to access User Directory
• Analytics - new name for performance

• Apps - access to SMS

Old Genesys

Activity

Selecting Activity will bring you to the Genesys Dashboard where you can see:

• Agent Performance Insights
• Average hold time
• Average handle time
• Average “After-Call Work” Time
• Interactions Answered (Totals Calls)
• Total Talk Time and more!

The only difference from the previous version of Genesys is how you get to this page. Instead of it being at the top you must access it from the left menu dropdown.

Workspace

Selecting Workspace from the left menu dropdown will bring you to your "Agent Workspace" page. You can now access this section in two different ways, the menu dropdown and selecting it from the top right corner of Genesys.

Directory

Easily view and dial all users within the organization, organized by department, job title, etc. The user directory is further organized by external contacts.

Ways to search the directory:

1. My organization
2. By Department
3. By Title
4. By People/Group/Location
5. By Name

Selecting User Management from the left menu dropdown will bring you to your "User Directory" page.

Call Experiences

Simply logging into Genesys will not make you available to start taking calls. After you have logged in for your shift and settled in, you will need to toggle yourself to "On Queue" to begin receiving calls.

You'll know you are "On Queue" when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.

Old Genesys - top left and right corners

New Genesys - top right corner

General Call Management

Clicking "Agent Workspace" while an active call is connected is where users will see the call management options.

Call interactions:

1. Dialpad - enter phone number for consult or conference
2. Microphone - mute/unmute
3. Pause - place caller on hold
4. Arrow - blind/cold transfer (do not use)
5. Consult - warm transfer (always use)
6. Conference - 3-way calling
7. End Call - disconnecting the call

Inbound Call Experiences

Accepting A Call

You'll know you are "On Queue" when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.

For incoming calls, users will receive audible and visual alerts.

• The visual alert will appear in the top right-hand corner of your screen.
• Users have to click the Answer button to accept the call.
• Declining a call is not an option.
• Incoming calls alert for 15 seconds before a RONA!
• If a user does not accept a call, it is routed to the next available agent.
• Once a call is connected, the management of the call is controlled from the Interactions icon (left side menu).

Inbound Call Experiences

User Status on a Call

You'll know you are "On Queue" when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.

What it would look like on your end if you are on a call:

User status will NOT change while on a call! While user status will remain “On Queue” or “Available”, the system will recognize the active call and prevent additional queue calls, direct calls and direct transfers.

Not Responding Alert

When a user declines or fails to answer an incoming queue call within the alerting period of 15 seconds, Genesys will return the call to the queue and place the user into a “Not Responding” status.

An alert will appear in the upper right corner of the screen, showing the user, they are On Queue and Not Responding. *Important: While in this status, they will not receive new interactions.

After-Call Work (ACW)

After a call is disconnected, users will have 90 seconds to complete after-call work before receiving another in-queue call. This time is to be used to complete any notes or related tasks associated with the call. Best practice is to select Done to start receiving the next queue call. Regardless of action, at the end of 90 seconds, this box will disappear, and the user will re-enter the queue.

Outbound Call Experiences

SF iDash Call Widget

You'll know you are "On Queue" when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.

On the very bottom of the screen, when you open up SF iDash, you will see a blue phone icon. If you click the blue phone icon, it expands a dial pad. This is the dial pad that will automatically pop up when users click-to-dial from SF iDash.

Outbound Call Experiences

Click-To-Dial from SF iDash

You'll know you are "On Queue" when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.

On the Student Details module of SF iDash under Contact Info, click on the phone icon or the hand icon to initiate click-to-dial. The dial pad will automatically open in the bottom right-hand corner of the SF iDash screen with the call activated.

Outbound Call Experiences

External, Non-UMA Contacts

The first step in making external calls in Genesys Cloud is enabling permissions in the software - this is a one-time step!

1. Navigate to the Calls Icon at the top right corner of Genesys
2. Click on the Settings icon
3. Toggle on “Placing calls with another app?”

Making External Calls

Functionality of "External Calls" remains the same, just the icon location is changing.

To outbound to any number not associated with a student account in SF iDash.

1. Select the Apps Icon at the top right corner of Genesys
2. Type or paste the phone number in the dial pad. The phone icon will turn green when ready to place the call.
3. Click the phone icon to dial out.

Transferring Calls

Initiating an Internal Transfer

To initiate a transfer while on an active call, utilize the Consult call management feature from the Interactions icon.

1. Select the "Consult" icon
2. Search the user or group you want to transfer to
3. Click on the preferred contact

Transferring Calls

Connecting a Transfer

4. You have connected to the consulted party and can now control how if you would like to connect the calls.5. You will select the icon for a conference call; this will allow you to speak with both parties at the same time. 6. To merge the calls and disconnect, click on the Arrow icon.

User Status

How to tell if an advisor is on an active call

Functionality of "User Status" remains the same.

When attempting to make or transfer a call to another internal user, first check to see if they are on an active call.

• Use the search bar to look up internal users.
• If they are on an active call, there will be a phone icon next to their status.

Reminder!

A status of Available or On-Queue does not mean the user is available to take a call in Genesys

Phone icon = On a Call!

Ending Calls

From Agent Workspace, Apps or the SF iDash Widget

• Easy peasy! Click the red Phone icon to end any calls.
• All calls will have the 90 second After-Call Work time to wrap up any unfinished business!

Questions?