GENESYS CLOUD QUALITY CORRECT ACTUAL
QUESTIONS AND ANSWERS SURE A+
✔✔Architect: User prompts - ✔✔User prompts are company-specific and allow callers
to press a number on the keypad or speak a command to navigate through the system.
✔✔What can be done using Architect? - ✔✔Create a call flow for outbound calls.
Dynamically convert text-to-speech and search an employee's directory using speech
recognition.
Transfer calls to an agent, operator, or queue.
✔✔Script - ✔✔The main purpose of a script in a contact center is to provide an agent
with on-screen instructions and customer information. The on-screen instructions often
contain precise words to use when interacting with a customer. Scripts are presented to
the agents as a screen pop within the Client UI. Scripts include a combination of visual
controls, text, graphics, and navigational aids.
✔✔Analytics workspaces - ✔✔The analytics workspace is a one-stop platform for
creating, viewing, and managing personal and organizational activity and performance
analytics. It has many different default views.
✔✔Dynamic views - ✔✔Dynamic views display historical and real-time metrics for the
contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks,
and workforce management.
✔✔Dashboards - ✔✔A software dashboard is very similar to the dashboard on a car,
which has multiple gauges and displays that show real-time information regarding the
health and performance of the automobile's systems. Genesys Cloud has multiple
dashboards that allow you to monitor real-time system information for queue activity,
service levels, agent activity, interaction activity, and other Key Performance Indicators
(KPI). There are also dashboards for monitoring quality evaluations and outbound
dialing campaign activity.
, ✔✔Alert Management - ✔✔You can set an alert to notify you when a statistic enters a
user-defined threshold, is within bounds, or is no longer within a range of values. Alerts
can be set on any interaction type to notify a supervisor or other designated person
when the interaction does not meet the threshold criteria, such as going beyond a
specific duration, when an agent transfers more than the average number of
interactions or any other metric that is important to you.
✔✔Which view lets you view all in-progress and completed interactions? -
✔✔Interactions View
✔✔Evaluators - ✔✔Displays all the evaluators with how many evaluations and
calibrations they have performed. The Evaluations Performed column lists the total
evaluations completed over the number assigned. For example, 5/9 would indicate five
out of nine assigned evaluations have been completed.
You can click on an evaluator's name to see all the evaluations, divided by Completed
vs. Needing Attention. Clicking on an individual evaluation brings up the details.
✔✔Agent Evaluation - ✔✔Displays the total number of evaluations for each agent and
their average scores. Clicking on an agent's name drills down to see a list of that
agent's evaluations for a date range. In that view, you can drill down further to review
the details of individual evaluations.
✔✔Calibration Evaluation - ✔✔The third section in this dashboard is Calibration Activity,
which is covered in the Genesys Cloud: Quality Management - How to Evaluate an
Interaction course.
✔✔The quality evaluator dashboard helps you: - ✔✔View assigned and completed
evaluations.
•
Review recordings of interactions.
•
Score interactions using evaluation forms.
✔✔(quality evaluator dashboard) Interactions Needing Attention - ✔✔Displays a list of
all evaluations that an evaluator has not yet scored. They are listed by date and by
Agent. It does not show which evaluators are assigned.You can click on an evaluation
in this view to listen to the recording and complete the evaluation
✔✔(quality evaluator dashboard) Agent Activity - ✔✔Lists summary information for
evaluations completed during the period. This view only lists Agents with completed
evaluations. It shows how many have been completed and the average score. You
cannot drill down to a more detailed view.
QUESTIONS AND ANSWERS SURE A+
✔✔Architect: User prompts - ✔✔User prompts are company-specific and allow callers
to press a number on the keypad or speak a command to navigate through the system.
✔✔What can be done using Architect? - ✔✔Create a call flow for outbound calls.
Dynamically convert text-to-speech and search an employee's directory using speech
recognition.
Transfer calls to an agent, operator, or queue.
✔✔Script - ✔✔The main purpose of a script in a contact center is to provide an agent
with on-screen instructions and customer information. The on-screen instructions often
contain precise words to use when interacting with a customer. Scripts are presented to
the agents as a screen pop within the Client UI. Scripts include a combination of visual
controls, text, graphics, and navigational aids.
✔✔Analytics workspaces - ✔✔The analytics workspace is a one-stop platform for
creating, viewing, and managing personal and organizational activity and performance
analytics. It has many different default views.
✔✔Dynamic views - ✔✔Dynamic views display historical and real-time metrics for the
contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks,
and workforce management.
✔✔Dashboards - ✔✔A software dashboard is very similar to the dashboard on a car,
which has multiple gauges and displays that show real-time information regarding the
health and performance of the automobile's systems. Genesys Cloud has multiple
dashboards that allow you to monitor real-time system information for queue activity,
service levels, agent activity, interaction activity, and other Key Performance Indicators
(KPI). There are also dashboards for monitoring quality evaluations and outbound
dialing campaign activity.
, ✔✔Alert Management - ✔✔You can set an alert to notify you when a statistic enters a
user-defined threshold, is within bounds, or is no longer within a range of values. Alerts
can be set on any interaction type to notify a supervisor or other designated person
when the interaction does not meet the threshold criteria, such as going beyond a
specific duration, when an agent transfers more than the average number of
interactions or any other metric that is important to you.
✔✔Which view lets you view all in-progress and completed interactions? -
✔✔Interactions View
✔✔Evaluators - ✔✔Displays all the evaluators with how many evaluations and
calibrations they have performed. The Evaluations Performed column lists the total
evaluations completed over the number assigned. For example, 5/9 would indicate five
out of nine assigned evaluations have been completed.
You can click on an evaluator's name to see all the evaluations, divided by Completed
vs. Needing Attention. Clicking on an individual evaluation brings up the details.
✔✔Agent Evaluation - ✔✔Displays the total number of evaluations for each agent and
their average scores. Clicking on an agent's name drills down to see a list of that
agent's evaluations for a date range. In that view, you can drill down further to review
the details of individual evaluations.
✔✔Calibration Evaluation - ✔✔The third section in this dashboard is Calibration Activity,
which is covered in the Genesys Cloud: Quality Management - How to Evaluate an
Interaction course.
✔✔The quality evaluator dashboard helps you: - ✔✔View assigned and completed
evaluations.
•
Review recordings of interactions.
•
Score interactions using evaluation forms.
✔✔(quality evaluator dashboard) Interactions Needing Attention - ✔✔Displays a list of
all evaluations that an evaluator has not yet scored. They are listed by date and by
Agent. It does not show which evaluators are assigned.You can click on an evaluation
in this view to listen to the recording and complete the evaluation
✔✔(quality evaluator dashboard) Agent Activity - ✔✔Lists summary information for
evaluations completed during the period. This view only lists Agents with completed
evaluations. It shows how many have been completed and the average score. You
cannot drill down to a more detailed view.
