Contents

Genesys Cloud Client

The Genesys Cloud client adds Dialer capabilities to Latitude for Genesys Cloud™ users, including campaign and manual dialing. The options available are based on your permissions.

For a quick overview, watch this video!

Genesys Cloud client

Menu bar: Provides access to two menus of options. For more information, see Client interface in the Genesys Cloud embedded clients in the Genesys Cloud Resource Center.

Hamburger menu options

Provides access to tasks, views, and settings. An orange burst indicates that your inbox contains new notifications.

Hamburger menu page 1 Hamburger menu page 2

Option	Description
Interactions	View your active and recently disconnected interactions. For more information, see Interactions in the client menu in the Genesys Cloud Resource Center.
New Interaction	Place a call, send an email, or send an SMS message. For more information, see New Interaction in the client menu in the Genesys Cloud Resource Center.
Agent Performance	View your real-time statistics for voice, chat, email, and message interactions. For more information, see View agent performance statistics in the Genesys Cloud Resource Center.
User Inbox	View your call history, voicemails, evaluations, and work schedule notifications, such as shift trade and time off requests. For more information, see User Inbox in the client menu in the Genesys Cloud Resource Center.
Agent Schedule	View your work schedule (provided you have the appropriate permissions). For more information, see View your schedule in the Genesys Cloud Resource Center.
More	Display the next set of menu options.
Back	Display the previous set of menu options.
Queue Activation	If you have the appropriate permissions in Genesys Cloud, you can view your active and available queues. Active queues are the queues that you receive interactions from when you go on queue. Available queues are the queues that you do not receive interactions from when you go on queue. You can move an active queue to the Available Queues list and you can move an available queue to the Active Queues list. For more information, see Queue activation in the Genesys Cloud Resource Center.
Settings	View and configure your Genesys Cloud client settings, such as call forwarding and notifications. For more information, see Settings in the client menu in the Genesys Cloud Resource Center.
Genesys Cloud	Log on to Genesys Cloud, while remaining logged on to Latitude and the Genesys Cloud client. For more information, see Genesys Cloud in the client menu in the Genesys Cloud Resource Center.
Help	View the documentation for the Genesys Cloud client. Links to Help in the client menu in the Genesys Cloud Resource Center.

Arrow Arrow icon menu options

Allows you to change your status, change your phone, or log off the Genesys Cloud client.

Arrow menu options

Option	Description
Phone	Specify which phone to use when placing and receiving calls. For more information, see About phones in the Genesys Cloud embedded clients in the Genesys Cloud Resource Center.
Status	Change your primary (and in some cases, secondary) status. Your ability to receive interactions depends on your status. For more information, see Statuses in the Genesys Cloud Resource Center. Important! To participate in a campaign, you must set your status to On Queue.
Log Out	Log off the Genesys Cloud client. For more information, see Log off Genesys Cloud Client.

Call Controls: Displays the call controls that might be available, depending on your permissions and the interaction's current state. For more information, see Call Controls in the Genesys Cloud Resource Center.

Icon	Name	Description
	Pickup icon	Pick up an interaction.
	Hold icon	Place a call on hold.
	Mute icon	Mute a call.
	Transfer icon	Transfer an interaction.
	Disconnect icon	Disconnect an interaction.
	Record icon	Record a call that you place manually through the interface or the Phones panel. Call recordings are available in the Communication panel in Latitude. For more information, see Play a Call Recording. Note: Call recording starts automatically in campaign dialing.
	Secure Pause icon	Pause a call recording. Secure pause prevents the recording of sensitive information, such as a credit card number. Note: Secure pause isn't available for calls that you place manually through the interface or the Phones panel. However, if you used the Record icon to start recording the call, you can stop the recording and then restart it when ready.
	DTMF icon	Open the dialpad while on a call to allow you to send DTMF tones to the connected call, select IVR options, or type information such as an account number or credit card number.
	Schedule Callback icon	Display the Schedule a callback dialog box to allow you to schedule a callback for ACD voice interactions (call, callback, outbound dialing, and voicemail).
	Flag Voice Quality Issue icon	Flag voice interactions (call, callback, outbound dialing, and ACD voicemail) for quality issues such as deteriorated audio, unexpected disconnections, or failed transfers.

Interactions: Displays information about the current interaction, recent interactions, and other notifications. For more information, see Interactions in the client menu in the Genesys Cloud Resource Center.
Status bar: Displays your current status. When you click the Status bar, the same options appear as when you click the Arrow menu.

Related Topics

Log on to Genesys Cloud Client

Campaign Call Process

Log off Genesys Cloud Client

Latitude Integration with Genesys Cloud