Which of the following best defines the ACD evaluation method Best Available Skills?
The Best Available Skills ACD evaluation method in Genesys Cloud CX is designed to match the interaction with the first available agent who possesses all the required skills for the interaction. This method ensures that interactions are handled by agents who are qualified to meet the customer's needs, improving service quality and efficiency.
This method is part of the broader ACD (Automatic Call Distribution) system, which routes calls based on various criteria, ensuring that customers are connected with the most suitable agents quickly.
An agent is handling a call as part of an outbound dialing campaign and needs to transfer the caller to another agent but also wants to pass info about the interaction to the second agent. Select the correct statement.
When an agent is involved in an outbound dialing campaign and needs to transfer a call to another agent while also passing interaction information, the most appropriate method is to use the Notes section in Genesys Cloud CX. The Notes section allows agents to input relevant details about the interaction, which can then be viewed by the next agent handling the call. This is a simple and efficient way to pass context between agents during a transfer. Options A and B involve updating customer data, but this is not the most direct or recommended method for passing interaction-specific information during a transfer.
Using the _____ action in scripts, you can temporarily stop recording the interaction.
The Secure Pause action in Genesys Cloud CX is used to temporarily stop the recording of an interaction, particularly when sensitive information, such as payment details, is being collected. This action is essential for compliance with data protection regulations like PCI-DSS, ensuring that sensitive data is not recorded or stored.
Using Secure Pause ensures that the recording is automatically resumed after the sensitive information has been captured, maintaining the integrity of the interaction while protecting customer data.
Select the built-in variables available in Scripts. (Choose three.)
In Genesys Cloud CX scripts, several built-in variables are available by default, providing essential data that can be used within the script. The built-in variables include:
Agent Name: This variable holds the name of the agent who is currently using the script. It is often used to personalize the interaction or for logging purposes.
Queue Name: This variable contains the name of the queue from which the interaction was routed. It helps in identifying the source of the interaction and can be used to tailor the script based on the queue's context.
Language: This variable stores the language preference of the customer or the interaction, allowing the script to present content in the appropriate language.
These variables are readily accessible within scripts and are integral to creating dynamic and context-aware interactions.
Genesys Cloud CX Scripting Documentation.
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
In Genesys Cloud CX, the Hardware ID (MAC address) is what binds the phone's settings to a physical phone. When configuring a phone in Genesys Cloud CX, you need to enter the MAC address, which uniquely identifies the physical device on the network. This binding ensures that the phone configuration, including the phone model, base settings, and other details, are correctly associated with the correct physical device.
The MAC address serves as the unique identifier that allows Genesys Cloud CX to apply the appropriate settings to the correct phone, ensuring seamless operation.
