Administrative Resource Center
Job Aid | Genesys Cloud CX

Using Genesys Help

The Genesys system has a complex help system to assist agents and supervisors with the many different tasks and options available in the software.


The Help system is context aware. This means when you open the help panel it will open to the help files relevant to whatever screen you are on. The Help icon is located at the top in the Action bar. In this example, since the Profile Screen is the selected screen, when the help icon is selected the help window will show help information pertaining to the Profile. 

Help panel open to the Profile documentation

If the active page was the Activity Panel, which is the default location for many help desks, then the help will open to help files pertaining to the Activity panel.

Help panel for Activity panel

You can also use the buttons at the top of the help window to read the latest release notes, search through additional help resources other than the associated help files and perform additional searches.

tabs at the top of the help panel highlighted. Tabs are Current Page, Release Notes, Resources, and Search

Last modified: Oct 7, 2025