Genesys Cloud CX Review

I am responsible for access management, so I use it mainly for user administration. I also create and maintain schedules. I assist with troubleshooting when an incident has been raised to our IT department. I work together with another department to maintain the Divisions and the role permissions. Delivering training about user management and schedules are part of my responsibilities as well. I use Genesys Cloud CX mainly to add new users to the system. I also add the WebRTC phone and, if needed, assist with removing interaction IDs.

The only part of self-service that I work with is the Resource center. I find this very well-designed and helpful when troubleshooting or when I get stuck doing administrative work. For example, it became very handy when customer support needed to create special holiday schedules. Using the resource center made it easy to configure these special holiday schedules without having any IT department involved.