Genesys Cloud Admin Questions with solutions 100% solved
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Course
Genesys GCP-GCX
Institution
Genesys GCP-GCX
Genesys Cloud Admin Questions with
solutions 100% solved
What is ACD Processing? 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? Time and Skills
What are the...
Genesys Cloud Admin Questions with
solutions 100% solved
What is ACD Processing? 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? Time and Skills
What are the two ways to handle an incoming interaction from a customer? 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? 1. All Skills Matching
2. Best Available Skills
3. Disregard Skills, Next Agent
, Genesys Cloud Admin Questions with
solutions 100% solved
What is All Skills Matching? 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 Available Skills 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 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? All Skills Matching
What are the two Routing Methods? 1. Standard ACD
2. Bullseye ACD
, Genesys Cloud Admin Questions with
solutions 100% solved
What is Standard ACD? 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? 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? Yes
Can you remove the language skill when an interaction moves from one ring to the next?
No, these skills are not part of the routing method functionality.
How many rings can you create? You can add up to 6 rings
Can you use Standard ACD and Bullseye routing in combination? Yes
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