Genesys core is the component in Acqueon Workspace responsible for communicating with the Genesys Contact Center platform. The primary function of this component is to send/receive events from Genesys and broadcast the events to the pub-sub framework so that they are accessible to all the internal components.
The following Agent states are available in Genesys:
Login
Logout
On queue
Available
Busy
Away
Break
Meal
Meeting
Training
Also Call Center. This is a generic term for a location, office, or a cloud-based organization that places and receives calls for various purposes like customer service, customer support, sales, collection, telemarketing, etc. These centers have CTI equipment that route the calls to personnel, generally designated as agents.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
This is an agent state when an agent is currently handling a call.
The short time-off taken by agents during the work shift. A break can be for various reasons - lunch, tea, meeting, etc. Agents may have to specify the reason (from among those created by an administrator) for the break. Calls cannot be routed to an agent on a break.
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