Genesys Cloud

Genesys Cloud Collaborate 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 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 offers the customer an ...

What is Workforce Management?The process of ensuring that the right staff are at the right place at the right time to handle customer interactions within performance objectives. A Workforce Management strategy typically includes scheduling, skills management, timekeeping and attendance, intraday management, and employee empowerment. What are the four primary activities of Workforce Management?1. Forecasting the workload 2. Planning daily and weekly work schedules 3. Managing agent tim...

What are the features of the Contact Center? 1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? Every member of the organization, regardless of their role, uses the Collaborate features. Those requiring telephony services use the ...

For immediate, at-a-glance monitoring of key indicators and metrics what should you use? Performance Dashboards To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use? Dynamic Views Dynamic views give you the ability to: 1. Customize views to see only the data for the dates you need. 2. Save your current view and settings to return quickly to that data. 3. Download the data for more analysis or to share with others. 4. Acti...