Exam (elaborations)
Genesys Cloud Admin With complete solution
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Genesys Cloud Admin With complete solution
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GenesysCloud
Admin
Genesys
Cloud
Collaborate
-
ANS-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
-
ANS-has
all
the
features
of
collaborate
and
provides
users
with
telephony
capabilities.
Users
can
use
a
SIP
phone
or
W ebR TC-based
Genesys
Cloud
phone
for
dialing
and
receiving
calls.
Genesys
Cloud
Contact
Center
-
ANS-of fers
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?
-
ANS-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?
-
ANS-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?
-
ANS-T ime
and
Skills
What
are
the
two
ways
to
handle
an
incoming
interaction
from
a
customer?
-
ANS-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
interactions?
-
ANS-1.
All
Skills
Matching
2.
Best
A vailable
Skills
3.
Disregard
Skills,
Next
Agent
What
is
All
Skills
Matching?
-
ANS-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.
Best
A vailable
Skills
-
ANS-Agents
with
all
the
required
skills
are
sequenced
by
time
since
last
interactions
and
scored
by
average
proficiency
ratings.
The
agent
with
the
highest
average
proficiency
is
selected.
Disregard
Skills,
Next
Agent
-
ANS-Incoming
interaction
is
routed
to
the
agent
who
has
the
longest
time
since
their
last
ACD
interaction,
even
if
skills
assigned
do
not
match
the
skills
of
the
agent.
What
is
the
default
Evaluation
Method
when
you
create
a
queue?
-
ANS-All
Skills
Matching
What
are
the
two
Routing
Methods?
-
ANS-1.
Standard
ACD
2.
Bullseye
ACD
What
is
Standard
ACD?
-
ANS-This
routing
method
builds
an
initial
list
of
all
available
agents
to
consider
for
routing.
It
routes
interactions
to
the
next
available
agent
and
considers
skills
as
specified
by
the
evaluation
method.
What
is
Bullseye
ACD?
-
ANS-This
routing
method
routes
interactions
to
a
targeted
subset
of
agents
with
specific
skills.
If
none
of
those
agents
are
available
within
a
configured
number
of
seconds,
it
relaxes
the
skill
requirements
and
enlarges
the
pool
of
agents.
Think
of
a
set
of
concentric
rings,
like
the
rings
on
a
target
or
dart
board.
Each
ring
represents
a
subset
of
agents
in
the
queue.
While
using
Bullseye
configuration,
does
every
member
of
the
queue
have
to
be
assigned
a
ring
number?
-
ANS-Y es
Can
you
remove
the
language
skill
when
an
interaction
moves
from
one
ring
to
the
next?
-
ANS-No,
these
skills
are
not
part
of
the
routing
method
functionality .
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