Genesys Cloud Admin Correct Questions & Answers 2023(RATED A+)

Genesys Cloud Collaborate -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 -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 -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? -ANSWER 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? -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? -ANSWER Time and Skills What are the two ways to handle an incoming interaction from a customer? -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 interactions? -ANSWER 1. All Skills Matching 2. Best Available Skills 3. Disregard Skills, Next Agent What is All Skills Matching? -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. Best Available Skills -ANSWER 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 -ANSWER 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.