3.1 Agent Desktop Content Viewer

(Video instructions available: Agent Desktop)

3.1.1 Communications Sidebar and Main Menu
3.1.2 Directory
3.1.3 Communications Sidebar

The content viewer displays buttons, tabs, and links to access most things a user needs in Genesys Cloud. Select the help button in the bottom left corner of the window for help text specific to this view.

3.1.1 Communications Sidebar and Main Menu

The communications sidebar on the left has the profile, favorites, calls, inbox, interactions, and help buttons.

The main menu at the top of the content viewer has the following tabs:

Directory: Displays contacts
Performance: Displays time spent on calls and other metrics

There is also a search box to search My Organization contacts, an alerts button, and a queue toggle for availability to receive queued calls.

Note	The Activity and Documents tabs are not used.

Expand or hide panes using the expand button or the hide button at the top right corner of a pane.

3.1.2 Directory

Click Directory for drop-down options:

Select My Organization to display contacts in your line of business.
Select External Contacts to display contacts from outside your line of business.

Filter the contacts in My Organization by all, people, groups, or locations. Click the star to the right of an entry to add it to your favorites list.

Display external contacts. You can create external contacts for people who do not have Genesys Cloud IDs. Click the phone button to the right of an external contact to call them. Click their name to view interactions and add notes.

Note	All external contacts created are visible to the entire organization.

3.1.3 Communications Sidebar

Click the profile button in the communications sidebar to access log out, availability status, and preferences. The green Available status means you are not on queue for calls and are available for calls within your business area. While your status is available, you will not receive calls or voicemail from the queue. Your status changes to on queue when you move the On Queue toggle to the right. Ask your supervisor about when to use the Busy, Away, Break, Meal, and other statuses.

Click the star button to display the contacts and groups you’ve chosen as favorites.

Click the inbox button to display saved items.

Click the interactions button and then the phone button to make an external call. Do not use the phone button in the communications sidebar to make external calls.

This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025