GENESYS CLOUD QUALITY MANAGEMENT PAPER
ACTUAL QUESTIONS AND ANSWERS SURE A+
✔✔Genesys Cloud Contact Center includes: - ✔✔Agent Interface
IVR (Architect)
Integrations
Contact Center Management
Workforce Management
ACD
Quality Management
Reports, Dashboards, and Views
Outbound Campaigns
Scripts
✔✔Agent Interface - ✔✔Agent interface is where a contact center agent performs their
work, including toggling on/off queue status, handling ACD interactions, viewing their
performance dashboard, and using call scripts.
✔✔IVR (Architect) - ✔✔Genesys Cloud Architect allows you to perform actions such as
building menus for inbound calls and emails, creating secure call flows to gather
sensitive caller data, modifying prompts, configuring speech recognition, and playing
back values from external data sources.
✔✔Integrations - ✔✔Genesys Cloud supports multiple types of integrations including
embedded clients for Salesforce and Zendesk, data actions to pull data from third-party
systems, Verint WFM, and Salesforce External Contacts.
✔✔Contact Center Management - ✔✔Supervisors/Managers/Administrators can
manage the contact center by performing system configurations, such as creating and
managing ACD queues, agent activation/deactivation, routing and scheduling, and
monitoring.
✔✔Workforce Management - ✔✔Workforce managers can use Genesys Cloud to
perform tasks including setting up the activity codes, management units, and work plans
, used for scheduling, working with short-term forecasts, managing time off requests,
creating and modifying agent schedules, and monitoring agent adherence to schedules.
✔✔ACD - ✔✔With Genesys Cloud ACD, you can configure settings including the
evaluation and routing method to use for routing interactions, skills-based routing, email
routing, social media listeners for routing social expressions, and routing of SMS,
Twitter, Facebook, and other messages.
✔✔Quality Management - ✔✔Quality administrators can perform tasks including
monitoring evaluation activity, creating evaluation forms used to score recordings and
agent performance, creating quality policies to manage recording and evaluation of
interactions, and recording agent screens during interactions.
✔✔Reports, Dashboards, and Views - ✔✔Historical reports, dashboards with real-time
data, and dynamic views allow supervisors and managers to monitor queue
performance and view useful statistics for managing queues and agents.
✔✔Outbound Campaigns - ✔✔Outbound dialing settings including dialing modes,
contact lists, do-not-call lists, allowable calling times by time zone, rules to automate
campaign actions for specified conditions, and actions to take based upon call analysis.
✔✔Scripts - ✔✔Using the scripting feature, you can configure scripts for inbound
interactions, outbound calls, and multi-page scripts with embedded actions. Scripts also
provide the ability to exchange data with a REST-based web service and perform a
screen pop with data sent from an Architect call flow or a script integration.
✔✔Genesys Cloud CX1 - ✔✔Organizations that specialize in voice services or call
centers that are voice-centric need a broad, fair-use policy for data storage, API
queries, IVR minutes, and other things.
✔✔Gensys Cloud CX2 - ✔✔In addition to CX 1, our main omnichannel service gives
users access to digital channels like Facebook, Instagram, WhatsApp, open messaging,
web messaging, SMS, and email.
✔✔Gensys Cloud CX3 - ✔✔CX 3 uses workforce engagement management to increase
engagement and productivity. Along with an employee activity dashboard featuring
scorecards, leaderboards, and KPI trackers, it comes with Genesys Cloud CX 2.
✔✔Genesys Cloud CX4 - ✔✔It offers more AI Experience at the best value. It includes
Genesys Cloud CX 3 Agent Copilot for every agent, Journey Management for the
Contact Center, and 30 tokens per named agent/month or 39 tokens per concurrent
agent/month.
✔✔Auto-Assigned Default Roles - ✔✔Employee Role
Admin Role
ACTUAL QUESTIONS AND ANSWERS SURE A+
✔✔Genesys Cloud Contact Center includes: - ✔✔Agent Interface
IVR (Architect)
Integrations
Contact Center Management
Workforce Management
ACD
Quality Management
Reports, Dashboards, and Views
Outbound Campaigns
Scripts
✔✔Agent Interface - ✔✔Agent interface is where a contact center agent performs their
work, including toggling on/off queue status, handling ACD interactions, viewing their
performance dashboard, and using call scripts.
✔✔IVR (Architect) - ✔✔Genesys Cloud Architect allows you to perform actions such as
building menus for inbound calls and emails, creating secure call flows to gather
sensitive caller data, modifying prompts, configuring speech recognition, and playing
back values from external data sources.
✔✔Integrations - ✔✔Genesys Cloud supports multiple types of integrations including
embedded clients for Salesforce and Zendesk, data actions to pull data from third-party
systems, Verint WFM, and Salesforce External Contacts.
✔✔Contact Center Management - ✔✔Supervisors/Managers/Administrators can
manage the contact center by performing system configurations, such as creating and
managing ACD queues, agent activation/deactivation, routing and scheduling, and
monitoring.
✔✔Workforce Management - ✔✔Workforce managers can use Genesys Cloud to
perform tasks including setting up the activity codes, management units, and work plans
, used for scheduling, working with short-term forecasts, managing time off requests,
creating and modifying agent schedules, and monitoring agent adherence to schedules.
✔✔ACD - ✔✔With Genesys Cloud ACD, you can configure settings including the
evaluation and routing method to use for routing interactions, skills-based routing, email
routing, social media listeners for routing social expressions, and routing of SMS,
Twitter, Facebook, and other messages.
✔✔Quality Management - ✔✔Quality administrators can perform tasks including
monitoring evaluation activity, creating evaluation forms used to score recordings and
agent performance, creating quality policies to manage recording and evaluation of
interactions, and recording agent screens during interactions.
✔✔Reports, Dashboards, and Views - ✔✔Historical reports, dashboards with real-time
data, and dynamic views allow supervisors and managers to monitor queue
performance and view useful statistics for managing queues and agents.
✔✔Outbound Campaigns - ✔✔Outbound dialing settings including dialing modes,
contact lists, do-not-call lists, allowable calling times by time zone, rules to automate
campaign actions for specified conditions, and actions to take based upon call analysis.
✔✔Scripts - ✔✔Using the scripting feature, you can configure scripts for inbound
interactions, outbound calls, and multi-page scripts with embedded actions. Scripts also
provide the ability to exchange data with a REST-based web service and perform a
screen pop with data sent from an Architect call flow or a script integration.
✔✔Genesys Cloud CX1 - ✔✔Organizations that specialize in voice services or call
centers that are voice-centric need a broad, fair-use policy for data storage, API
queries, IVR minutes, and other things.
✔✔Gensys Cloud CX2 - ✔✔In addition to CX 1, our main omnichannel service gives
users access to digital channels like Facebook, Instagram, WhatsApp, open messaging,
web messaging, SMS, and email.
✔✔Gensys Cloud CX3 - ✔✔CX 3 uses workforce engagement management to increase
engagement and productivity. Along with an employee activity dashboard featuring
scorecards, leaderboards, and KPI trackers, it comes with Genesys Cloud CX 2.
✔✔Genesys Cloud CX4 - ✔✔It offers more AI Experience at the best value. It includes
Genesys Cloud CX 3 Agent Copilot for every agent, Journey Management for the
Contact Center, and 30 tokens per named agent/month or 39 tokens per concurrent
agent/month.
✔✔Auto-Assigned Default Roles - ✔✔Employee Role
Admin Role
