Genesys Cloud Admin Correct Questions & Answers!!

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