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Genesys Cloud Admin Practice Questions and Answers

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Genesys Cloud Admin Practice Questions and Answers Genesys Cloud Collaborate - Correct Answer ️️ -a social media app that helps users collaborate within the organization. It also serves as a directory that contains user details such as name, education, hobbies, skills, physical location, an...

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genesys cloud admin practice questions and answers

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Genesys Cloud Admin Practice Questions and Answers Genesys Cloud Collaborate - Correct Answer ✔️✔️-a social media app that helps users collaborate within the organization. It also serves as a directory that contains user details such as name, education, hobbies, skills, physical location, and department. Genesys Cloud Communicate - Correct Answer ✔️✔️-has all the features of collaborate and provides users with telephony capabilities. Users can use a SIP phone or WebRTC -
based Genesys Cloud phone for dialing and receiving calls. Genesys Cloud Contact Center - Correct Answer ✔️✔️-offers the customer an all -in-one contact center solution for customer engagement through multi -communication channels, such as voice, fax, email, webchat, SMS, social media, and callbacks. What are the features of Genesys Cloud Contact Center? - Correct Answe r ✔️✔️-1. Agent Interface 2. IVR(Architect) 3. Integrations 4. Contact Center Management 5. WFM 6. ACD 7. Quality Management 8. Reports/Dashboards 9. Outbound Campaigns 10. Scripts What is ACD Processing? - Correct Answer ✔️✔️-Genesys Cloud ACD dynamically matches customer interactions with agents through the evaluation and routing method specified in the queue settings. What the two main drivers of ACD? - Correct Answer ✔️✔️-Time an d Skills What are the two ways to handle an incoming interaction from a customer? - Correct Answer ✔️✔️-1. The easiest way to handle incoming interactions is to create a group of agents with specific skills. Genesys Cloud routes interactions to all agents either sequentially or randomly. 2. Create a queue of agents with specific skills and wrap -up codes assigned, and routing and evaluation methods configured. This technique is known as ACD processing. What are the three Evaluation Methods for routing inter actions? - Correct Answer ✔️✔️-1. All Skills Matching 2. Best Available Skills 3. Disregard Skills, Next Agent What is All Skills Matching? - Correct Answer ✔️✔️-Only agents who have all the required skills are considered. The interaction is routed to the agent who has spent the longest time since the last ACD interaction.

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