Mobile Office

Here are the top 5 most used configurations by our Mobile Office customers that you - as a Mobile Office admin - should know about:

1. Show available status#

By default, the "available status" is not shown for Genesys Cloud CX1-3 users in Mobile Office. To show the "available" status go to admin console -> Status settings -> Show available status (ACD users).

2. Notes#

By default, the notes field (at interaction and contact level) are not shown in Mobile Office. To enable the "notes" functionality, go to admin console -> Functionalities -> Show Notes

3. Participant data#

Inside the Genesys routing strategies, it is possible to add 'Participant Data' objects onto the interaction. These are variables that can offer more information about the interaction and can be displayed within Mobile Office. By default, we will display all the available participant data for each interaction. For more information, visit this article.

4. CRM integrations#

In Mobile Office, you can allow your users to navigate to other applications such as your CRM or any other mobile app or website you'd like to refer to. The link (app URL or website URL) should be available in Genesys Cloud as participant data. Once you have configured this URL as participant data, you can configure it to be displayed within the app. To configure, go to admin console -> Integrations (CRM & Other) -> Add Attribute.

Below is an example that links to the Salesforce app (Case & Contact) and ServiceNow (ticket).

5. Custom statuses#

By default, custom statuses are not shown in Mobile Office. To display custom statuses in the app, go to admin console -> Status settings -> Custom status.

Questions?#

If you have any further questions about our admin console, don't hesitate to contact us via the "contact" button in the header of the help center. We'd be happy to walk you through the admin console and the available configurations in Mobile Office.