A video kiosk is a tablet or a totem in a branch or store that connects a customer to a remote specialist. In TrueEngage it is a dedicated widget with only voice or video enabled, routed to its own call flow in Genesys Cloud. This post explains what the kiosk does, how the call reaches an agent and what the contact centre keeps afterwards.
The kiosk runs the TrueEngage widget in kiosk mode, launched from a button or a trigger on the device. The widget shows a single channel, so the customer sees one action rather than a menu. Microphone and camera are pre-approved on the device, and background blur is available for both sides of the call.
The kiosk is one touchpoint in the same subscription as the website and the mobile app. Deployments are counted; the widget itself is configured in the TrueEngage panel like any other.
Each kiosk widget is assigned its own technical DID and call flow. The call enters Genesys Cloud as a SIP call over the BYOC Cloud trunk that the AppFoundry install created, so it is queued and routed like any other call: the same queues, skills, schedules and priorities the contact centre already uses. When the agent answers, both sides join the video session through the TrueEngage Agent App inside Genesys Cloud.
Because the kiosk has its own DID, routing can differ from the website. A branch kiosk can target a product-specialist queue while the website targets general service, with no change to the widget on either side.
The voice leg is recorded in Genesys Cloud under the customer's existing recording policy. Session metadata is attached to the interaction, so the call appears in native reporting with its queue, wrap-up code and duration. TrueEngage does not store video media; where a customer needs video capture, it is done through Genesys agent-desktop recording.
Custom backgrounds. Agents can use a custom background image (PNG, up to 8 MB, 4:3 or 16:9). Custom backgrounds are not available in the Genesys desktop application; blur is.
The TrueEngage Agent App is an interaction widget inside Genesys Cloud. For a kiosk call it shows which kiosk the customer is on, the interaction history for that visitor ID, and the controls for the call: camera on or off, blur, dial pad. The same app carries the screen sharing control when that add-on is enabled, so a specialist can show a form or a product page on the kiosk screen.
Per-channel conditions apply to the kiosk as they do on the website. A schedule group hides the option outside opening hours. An expected-wait-time threshold, refreshed from Genesys Cloud every 30 seconds, can withdraw the immediate call and offer a callback instead, so a customer at the kiosk is never left watching a spinner.
Kiosk and mobile touchpoints are included from the Advanced tier upwards. The Starter and Essential tiers cover the website.
No. The install from the Genesys AppFoundry creates the trunk, the OAuth clients and the interaction widget. The admin assigns a DID to a call flow in Genesys Cloud and configures the kiosk widget in the TrueEngage panel.
Yes. Activation can be restricted to the corporate network, so the widget does not start outside the branch.