Genesys Casual

When running a Genesys Cloud demo or training session, we often need to switch between several roles: administrator, supervisor, voice agent, digital agent, manager, and so on.

And that can quickly become messy.

Using multiple Genesys Cloud sessions in the same browser is not practical - and using the same user account in multiple concurrent sessions is not recommended, as it may lead to unexpected behavior such as missed notifications, stale views, inconsistent statistics, or interaction-related issues.

A simple and reliable solution is to use browser profiles.

With Chrome, Microsoft Edge, or Firefox, you can create separate browsing environments. Each profile has its own cookies, sessions, saved passwords, bookmarks, extensions, and settings. As a result, you can keep several Genesys Cloud users open at the same time, each in its own browser profile.

Another useful point: these profiles can remain local to the machine. They do not necessarily need to be linked to a Google, Microsoft, or Mozilla account. Cloud sync can be helpful, but it is not required for a demo or training setup. The goal is simply to isolate the different Genesys Cloud sessions cleanly.

For example, you could create:

• an Admin profile
• a Supervisor profile
• an Agent 1 profile
• an Agent 2 profile

This makes it much easier to simulate real-life business scenarios: routing, supervision, agent status, inbound interactions, configuration, quality management, reporting, and more.

The benefits are clear:

1. Each user stays logged in within its own context
2. Sessions, cookies, and identities remain properly separated

A small best practice: give each profile a clear name and, when possible, a different color or icon. During a live demo, this helps avoid using the wrong role at the wrong time - especially when you already have multiple windows open across two screens.

In short:
the Genesys Cloud user account represents the business role; the browser profile provides the technical isolation.

So, for your Genesys Cloud demos, think "browser profile" rather than "browser tab". It is cleaner, more stable, and much more comfortable when simulating a multi-role organization.

How do you manage your multi-user Genesys Cloud demos? Chrome profiles, Edge profiles, Firefox containers… or another approach?

#GenesysCloud #Training #Demo #BestPractice #CustomerExperience #ContactCenter

#General

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Romain JOURDY
Instructor
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Great Tips @romain jourdy

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Hennie Geldenhuys
Snr Technical Instructor, Genesys Beyond
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Great tips, thanks Romain, well done !

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Salim Boutammine
Senior Ps Project Manager EMEA
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great tips @romainjourdy

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Jonathan Hubert
Senior Business Development Representative
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Love the process , its a great idea and a great tip to use within my class delivery, I use this method a lot in m y classes, and this should be added 

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Ranbir Sidhu
Master Instructor
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Great tips Romain,

Good job,

Very useful ! :-)

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Cedric Gawlik
Master Instructor
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I think this is very practical approach! I saw many times because of the time what seems messy is to show a lot in a short period of time. Something that helped me was to create as I called them "transitions breaks", I used to show a slide between use cases or when switching roles to break the sequence and invite the guest to fit in the shoes of the new user/scenario.

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Miguel Lopez
Solutions Consultant
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