Tesy Study guides, Class notes & Summaries

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 cus...

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 cus...

Genesys Cloud Implementation Study Guide | Questions with 100% Correct Answers | Latest Update 2024 | Verified

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 ...

Which one of the Genesys Reference Resources provides the latest community threads and status of the Genesys Cloud on its home screen? a. Genesys Knowledge Network b. Genesys Cloud ResourceCenter c. Genesys Cloud Community : a. Genesys Knowledge Network Which one of the Genesys reference resources is the best place for trouble shooting configuration and feature descriptions as well as releases? a. Genesys Knowledge Network b. Genesys Cloud ResourceCenter c. Genesys Cloud Community :...

Which one of the following Genesys Cloud CX Contact Center features is most useful in getting a customer to the proper agent in the shortest amount of time? - Workforce Management - ACD - Quality Management - Scripts : ACD Which one of the following Genesys Cloud CX Contact Center features is used to set up a flow that prompts incoming customer calls to press a number in order to access a specific person or department? - Architect - Workforce Management - Scripts - Quality Manage...

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 ...

Courtesy Driving School Segment 2 Review 100% Pass It is a ___ and ___ weather day when most fatal crashes occur for young drivers. Dry and fair During the first 3 years of driving, about _______ young drivers will be involved in a crash. 1 out of 8 A new driver should preferably drive what size vehicle? Mid-size Marijuana lessens your ability to maintain your car in the ______. Lane Any driver younger than 21 will receive 4 points on their driving record if caught with any level of _____ re...

Genesys Cloud Workforce Management | Questions with 100% Correct Answers | Latest Update 2024 | Verified

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. ...