Study guides, Class notes & Summaries

What three components make up the Genesys Cloud Platform? - correct answer Collaborate, Communicate, and Contact Center Which of these are the correct 5 key features of Genesys Cloud Contact Center? a. Agent Interface b. Contact Center Management c. AWS d. Process Automation e. Scripts f. Reports, Dashboards, and Views g. Interfaces h. Containers i. ACD - correct answer a. Agent Interface b. Contact Center Management e. Scripts f. Reports, Dashboards, and Views i. ACD True...

What are the features of the Contact Center? - correct answer 1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? - correct answer Every member of the organization, regardless of their role, uses the Collaborate features. Those req...

For immediate, at-a-glance monitoring of key indicators and metrics what should you use? - correct answer Performance Dashboards To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use? - correct answer Dynamic Views Dynamic views give you the ability to: - correct answer 1. Customize views to see only the data for the dates you need. 2. Save your current view and settings to return quickly to that data. 3. Download the d...

el scheduling constraints. What is a short-term forecast? - correct answer Short-term forecasts help plan how many interactions to expect in upcoming weeks. Genesys Cloud Workforce Management permissions for agents allow them to: - correct answer - View one's own Workforce Management schedule on the dashboard. - View notifications of changes made to the agent's schedule. - Submit time off requests. - Be included in a load-based schedule on forecast needs. - Create, view, edit, ma...

For immediate, at-a-glance monitoring of key indicators and metrics what should you use? CORRECT ANSWER-Performance Dashboards To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use? CORRECT ANSWER-Dynamic Views Dynamic views give you the ability to: CORRECT ANSWER-1. Customize views to see only the data for the dates you need. 2. Save your current view and settings to return quickly to that data. 3. Download the data for more...

What is Workforce Management? CORRECT ANSWER-The process of ensuring that the right staff are at the right place at the right time to handle customer interactions within performance objectives. A Workforce Management strategy typically includes scheduling, skills management, timekeeping and attendance, intraday management, and employee empowerment. What are the four primary activities of Workforce Management? CORRECT ANSWER-1. Forecasting the workload 2. Planning daily and weekly work schedu...

What are the features of the Contact Center? CORRECT ANSWER-1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? CORRECT ANSWER-Every member of the organization, regardless of their role, uses the Collaborate features. Those requiring t...

What is Workforce Management? - ANSWER The process of ensuring that the right staff are at the right place at the right time to handle customer interactions within performance objectives. A Workforce Management strategy typically includes scheduling, skills management, timekeeping and attendance, intraday management, and employee empowerment. What are the four primary activities of Workforce Management? - ANSWER 1. Forecasting the workload 2. Planning daily and weekly work schedules 3. Mana...

For immediate, at-a-glance monitoring of key indicators and metrics what should you use? - ANSWER Performance Dashboards To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use? - ANSWER Dynamic Views Dynamic views give you the ability to: - ANSWER 1. Customize views to see only the data for the dates you need. 2. Save your current view and settings to return quickly to that data. 3. Download the data for more analysis or to sh...