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Genesys Cloud Admin: Questions & Proper Solutions
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Genesys Cloud Admin: Questions & Proper Solutions
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Genesys Cloud Admin: Questions & Proper SolutionsGenesys Cloud Collaborate Right Ans - 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 Right Ans - 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 Right Ans - 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? Right Ans - 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? Right Ans - 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? Right Ans - Time and Skills
What are the two ways to handle an incoming interaction from a customer?
Right Ans - 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? Right Ans
- 1. All Skills Matching
2. Best Available Skills
3. Disregard Skills, Next Agent
What is All Skills Matching? Right Ans - 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 Right Ans - 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 Right Ans - 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? Right Ans
- All Skills Matching
What are the two Routing Methods? Right Ans - 1. Standard ACD
2. Bullseye ACD
What is Standard ACD? Right Ans - 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? Right Ans - 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.
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