Except for phone call interactions, an expert handles interactions like any other agent.
See:
As an expert, you might receive incoming calls or make outgoing calls.
Genesys Desktop automatically monitors certain interactions; however, you must manually emulate the telephone state on the Genesys Desktop interface before handling other types of calls.
To become familiar with handling expert phone calls, review the following topics:
To handle inbound or outbound phone calls that are manually monitored by Genesys Desktop:
When answering customer direct calls, notify Genesys Desktop, by clicking the applicable buttons before answering your physical phone.
When making a new phone call, notify Genesys Desktop, by clicking the applicable buttons, before using your physical phone.