##### Using Expert Desktop

# The Expert

An expert is someone with specialized knowledge of the company's products and services. The term knowledge worker can also be used to refer to an expert.

An expert's role is different from a Genesys Desktop agent's role:

- An expert can receive contact interactions either from an agent or directly from a contact.

- An agent, who might handle hundreds of interactions per day, can refer a contact to an expert if the agent is unable to fully satisfy the customer's request.

See Handling Expert Desktop Interactions Overview.