GENESYS CLOUD QUALITY STUDY EXAMS GUIDE
QUESTIONS AND ANSWERS SURE A+
✔✔skill - ✔✔A skill is an expertise or knowledge that an agent must have to handle an
interaction. For example, skills might be Linux, Windows, billing, or sales. Agents with
assigned skills have proficiency ratings for those skills, indicating the agent's expertise
or knowledge level. Administrators can configure Genesys Cloud ACD to consider
proficiency ratings when matching agents and interactions.
✔✔Interaction flow - ✔✔Genesys Cloud routes incoming interactions to the appropriate
queue based on the type of interaction and flow configuration.
Calls are routed via an Inbound Call Flow in Architect.
Emails are routed directly to a queue based on Admin settings or via an Inbound Email
Flow in Architect.
ACD Messages are routed via an Architect Inbound Message Flow.
Chats are routed directly to a queue based on settings on the originating web page.
Social Expressions are routed directly to the queue based on Admin settings.
✔✔Evaluation Method: All Skills Matching - ✔✔Genesys Cloud ACD only considers
agents with all the required skills. The agent who has been waiting the longest since the
last ACD interaction will be routed to the interaction.
✔✔Evaluation Method: Best Available Skills - ✔✔Genesys Cloud ACD builds a list of
agents with all the required skills. It then puts the agents in sequence by time since the
last ACD interaction, descending. Genesys Cloud ACD scores the top 100 agents
based on their average proficiency ratings for the required skills and selects the most
proficient agent.
✔✔Evaluation Method: Disregard Skills, Next Agent - ✔✔Genesys Cloud ACD transfers
the incoming interaction to the agent who has the longest waiting time since their last
ACD interaction, even if the skills assigned to the interaction do not match the skills of
the agent.
✔✔By default, an agent can simultaneously handle: - ✔✔• One call
• Up to four chats
, • One email
• Four messages
• One callback
✔✔ACW Optional - ✔✔Choosing this option allows the agent to opt out of selecting a
wrap-up code after a call. The Optional ACW feature is useful if your organization does
not use wrap-up codes and your agents do not need after call work time. It does not
limit the amount of time an agent spends in ACW before going back to being available
to receive the next interaction, so supervisors need to monitor ACW metrics closely for
their agents.
✔✔ACW Mandatory, Discretionary - ✔✔For this option, the agent chooses how long to
remain in ACW status but is required to enter a wrap-up code before finishing and
becoming available again. As with the Optional setting, there is no limit on how long the
agent can spend in ACW.
✔✔ACW Mandatory, Time-boxed - ✔✔You set the maximum amount of time that
agents may remain in the ACW state to complete their after call work. If an agent
finishes the work early, the agent can receive new interactions by entering a wrap-up
code. The agent automatically becomes available at the end of the time specified. The
system assigns a wrap-up code of ININ-WRAP-UP-TIMEOUT if the agent does not
select a code.
✔✔ACW Mandatory, Time-boxed no early exit - ✔✔The behavior is the same as the
Time-boxed setting, except the agent cannot become available for the next interaction
until the specified time elapses. This feature is useful to give the agent a "cool down"
period between interactions.
✔✔ACW Agent Requested - ✔✔Agents need to specifically request for ACW before
disconnecting the interaction. If agents request ACW after the interaction disconnects,
they move to ACW status for the period set on the queue and experience the same
process as Mandatory, Time-boxed ACW. If agents do not request ACW after the
interaction disconnects, they move to an idle state and become available for the next
interaction in the queue. The agents can no longer go into ACW.
✔✔Genesys Cloud supports third-party messaging platforms such as - ✔✔Facebook
Messenger
Twitter Direct Message
LINE Messaging
WhatsApp
inbound SMS
Genesys Cloud web messaging
open messaging
✔✔Wrap-up codes can be allocated to - ✔✔Queues only
QUESTIONS AND ANSWERS SURE A+
✔✔skill - ✔✔A skill is an expertise or knowledge that an agent must have to handle an
interaction. For example, skills might be Linux, Windows, billing, or sales. Agents with
assigned skills have proficiency ratings for those skills, indicating the agent's expertise
or knowledge level. Administrators can configure Genesys Cloud ACD to consider
proficiency ratings when matching agents and interactions.
✔✔Interaction flow - ✔✔Genesys Cloud routes incoming interactions to the appropriate
queue based on the type of interaction and flow configuration.
Calls are routed via an Inbound Call Flow in Architect.
Emails are routed directly to a queue based on Admin settings or via an Inbound Email
Flow in Architect.
ACD Messages are routed via an Architect Inbound Message Flow.
Chats are routed directly to a queue based on settings on the originating web page.
Social Expressions are routed directly to the queue based on Admin settings.
✔✔Evaluation Method: All Skills Matching - ✔✔Genesys Cloud ACD only considers
agents with all the required skills. The agent who has been waiting the longest since the
last ACD interaction will be routed to the interaction.
✔✔Evaluation Method: Best Available Skills - ✔✔Genesys Cloud ACD builds a list of
agents with all the required skills. It then puts the agents in sequence by time since the
last ACD interaction, descending. Genesys Cloud ACD scores the top 100 agents
based on their average proficiency ratings for the required skills and selects the most
proficient agent.
✔✔Evaluation Method: Disregard Skills, Next Agent - ✔✔Genesys Cloud ACD transfers
the incoming interaction to the agent who has the longest waiting time since their last
ACD interaction, even if the skills assigned to the interaction do not match the skills of
the agent.
✔✔By default, an agent can simultaneously handle: - ✔✔• One call
• Up to four chats
, • One email
• Four messages
• One callback
✔✔ACW Optional - ✔✔Choosing this option allows the agent to opt out of selecting a
wrap-up code after a call. The Optional ACW feature is useful if your organization does
not use wrap-up codes and your agents do not need after call work time. It does not
limit the amount of time an agent spends in ACW before going back to being available
to receive the next interaction, so supervisors need to monitor ACW metrics closely for
their agents.
✔✔ACW Mandatory, Discretionary - ✔✔For this option, the agent chooses how long to
remain in ACW status but is required to enter a wrap-up code before finishing and
becoming available again. As with the Optional setting, there is no limit on how long the
agent can spend in ACW.
✔✔ACW Mandatory, Time-boxed - ✔✔You set the maximum amount of time that
agents may remain in the ACW state to complete their after call work. If an agent
finishes the work early, the agent can receive new interactions by entering a wrap-up
code. The agent automatically becomes available at the end of the time specified. The
system assigns a wrap-up code of ININ-WRAP-UP-TIMEOUT if the agent does not
select a code.
✔✔ACW Mandatory, Time-boxed no early exit - ✔✔The behavior is the same as the
Time-boxed setting, except the agent cannot become available for the next interaction
until the specified time elapses. This feature is useful to give the agent a "cool down"
period between interactions.
✔✔ACW Agent Requested - ✔✔Agents need to specifically request for ACW before
disconnecting the interaction. If agents request ACW after the interaction disconnects,
they move to ACW status for the period set on the queue and experience the same
process as Mandatory, Time-boxed ACW. If agents do not request ACW after the
interaction disconnects, they move to an idle state and become available for the next
interaction in the queue. The agents can no longer go into ACW.
✔✔Genesys Cloud supports third-party messaging platforms such as - ✔✔Facebook
Messenger
Twitter Direct Message
LINE Messaging
inbound SMS
Genesys Cloud web messaging
open messaging
✔✔Wrap-up codes can be allocated to - ✔✔Queues only
