100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
Previously searched by you
Previously searched by you
logo
Genesys Cloud Admin Practice Questions and Answers CA$17.83   Add to cart
Quickly navigate to
Preview
  2.  
  3. Genesys Certified Cloud Partner
  4.  
  5. Genesys Certified Cloud Partner

Exam (elaborations)

Genesys Cloud Admin Practice Questions and Answers
 29 views  0 purchase
  • Course
  • Genesys Certified Cloud Partner
  • Institution
  • Genesys Certified Cloud Partner

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...

[Show more]

Preview 2 out of 15  pages

Document information

  • April 30, 2024
  • 15
  • 2023/2024
  • Exam (elaborations)
  • Questions & answers

Subjects

  • genesys cloud admin practice questions and answers

Written for

  • Genesys Certified Cloud Partner
  • Genesys Certified Cloud Partner

Seller

avatar-seller
EmilyCharlene

Reviews received

Content preview

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.

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller EmilyCharlene. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for CA$17.83. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

83637 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
CA$17.83
  • (0)
  Add to cart