Genesys Cloud Admin Latest Update Graded A+

Genesys Cloud Admin Latest Update Graded A+ Genesys Cloud Collaborate 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 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 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? 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? 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 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 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.