CX Builder Help
Welcome to the CX Builder Help. This document introduces you to the user interface of CX Builder and describes the concepts and procedures relevant to using this tool in your contact center.
CX Builder is a unique point-and-click tool that allows you to build, deploy, and manage inbound IVR scripts for voice, SMS, chat, mobile, and Business Intelligence (BI) applications. CX Builder enables you to set up your IVR to handle self-service requests from customers and your ACD to handle assisted service requests if customers want to speak to an agent during the course of the call.
About This Help
This help documents CX Builder features for the Holly and GVP platforms. CX Builder features may differ based on your platform and the features configured for your account. If you do not know your platform or what features are available to you for your account, contact your account representative.
Differences between platforms are identified within topics and sections that only apply to specific platforms.
Notice: The graphics included in this help reflect the generic North American user interface for the GVP platform.
The following topics discuss these tabs and their relevant concepts:
Data and Audio Files
Frequently Asked Questions
- How do I configure call recordings?
- How do I access call recordings? (CX Analytics)
- How do I download bulk call recordings?
- How do I access downloaded bulk call recordings?
- How do I add or modify phone numbers?
- How do I change my name, email address, password, or security question?
- How do I create or manage user accounts? (Administrators)
- How do I generate API keys? (Administrators)
[+] Common troubleshooting questions
How do I learn more about Premier Edition: Virtual Contact Center (VCC)?
The VCC Solution Guide contains information about the VCC solution as a whole, including introductory topics on the components that make up VCC.
CX Builder/CX Analytics eLearning Course Links
CX Builder – Basics
CX Builder – Advanced
CX Analytics – Basics
Review new features, corrections, and limitations.
Review new features, corrections, and limitations of Virtual Contact Center.
Learn how to build a voice site, one step at a time.
Learn how to use CX Analytics.
Learn more about the Virtual Contact Center Solution.
For OEMs only: review new features, corrections, and limitations specific to OEM implementations.
Additional information on Genesys is available on our Customer Care website.
The following documentation also contains information about this solution:
Provides information on how to use VCC Dashboard.
Provides information on how to use VCC Agent Desktop.
Provides details on how to use the information found in CX Analytics' VCC historical reports.
Provides information on how to use VCC CTI Adapter for Salesforce.
Provides information on how to use VCC CTI Adapter for Zendesk.
Provides information on how to use VCC CTI Adapter for NetSuite.
Contacting Genesys Customer Care for the Cloud
Genesys Customer Care Case Management Portal
Open and manage your cases by logging into the Customer Care portal.
Note: You might have a unique portal that can be used to access Customer Care.
For instructions on using the Case Management Tool, refer to Section 7: Case Management Process.
Cloud Contact Phone Numbers
Need additional assistance with using your Genesys Engage cloud solution? We’re happy to help. Just contact us using one of the phone numbers listed on the following page: Cloud Contact Phone Numbers.