Genesys Cloud
About Genesys Cloud
Part of the NYU Telephone Service, Genesys Cloud is a web-based contact center and call flow solution for use by NYU contact center staff (supervisors, managers, and agents), call flow owners, and contact center-related report viewers.
Contact center staff can access Genesys Cloud by clicking the login button below.
On this page: Training Videos | Important Reminders | Have a Question?
Agent Training
Part 1: Basic Navigation & Status Management
STREAM MEDIA
1_bunc3l0z
Part 3: Performance View
STREAM MEDIA
1_hp9r2eom
Part 2: Call Handling
STREAM MEDIA
1_82273qy4
Supervisor Training
Supervisor Performance Views
STREAM MEDIA
1_3fmablxc
Managing Agents
STREAM MEDIA
1_pmpezb88
Supervisor Dashboards
STREAM MEDIA
1_a2q9uynk
Reference Guides
Important Reminders
- Genesys Cloud is supported with Chrome, Firefox and Microsoft Edge Chromium. Google Chrome is recommended.
- Genesys Cloud is not meant to replace NYU Jabber or your desk phone. It is a standalone contact center interface.
- Genesys Cloud requires a headset that is compatible with your computer, such as a USB connected headset.
Have a Question?
Agents
- Please speak with your supervisor or manager for support, or ask them to escalate questions to the Telephone Service team if need be.
Supervisors and Managers
- To request staffing or call flow updates, please complete the Communications Request Form.
- For general questions, please submit the Telephone Service inquiry form (scroll down to view form).