Agent Desktop Overview
Genesys Desktop
Using Basic Genesys Desktop Functions
    Using Basic Genesys Desktop Functions Overview
    Common Interaction Panes
    Keyboard Shortcuts and Keyboard Navigation
    Handling E-Mail
       Handling E-Mail Overview
       E-Mail Forms
       Outgoing E-Mail Procedures
          Outgoing E-Mail Procedures Overview
          Replying to a Message
          Saving an E-Mail Message for Future Handling
          Opening a Message Saved as a Draft
          Creating a New Outgoing E-Mail Message
       Collaborative E-Mail Procedures
    Handling Chat Sessions
    Handling Instant Message Sessions
    Handling Inbound MMS Messages
    Handling Phone Calls
    Handling Outbound Campaign Calls
    Handling Callback
    Handling Web Callback
    Handling Open Media
    Handling SMS
    Handling Video Sessions
    Handling Inbound Surveys
Using Advanced Genesys Desktop Functions
Using Expert Desktop
Using the Common Tools