Login/Logout/E911
What account credentials should you use to sign into Genesys Cloud?
No credentials needed! You can use the Microsoft SSO button to bypass entering credentials
What are all of the primary status categories you can find in Genesys Cloud?
Available, Busy, Away, Break, Meal, Meeting, Training, Out of Office
Your queue switch must be toggled from off-queue to _____ before you will receive incoming calls.
On queue
What are the two types of transfers in Genesys Cloud?
Blind Transfer and Consult Transfer
What are the purpose of wrap-up codes?
Provides leadership with call data and identifying call trends in order to determine actions that need to be taken to improve service for customers and efficiency for agents.
What should you do before logging out of Genesys for the day?
Ensure that your queue switch is toggled to "Off Queue"
What primary status should you use if you are in a scheduled training?
Training
What primary and secondary status should you use when completing an outbound call?
Busy > On Outbound Call
What is the difference between a blind transfer and a consult transfer?
A blind transfer transfers a phone call directly to another person or queue without first introducing the caller.
A consult transfer allows you to connect with another person/department while your caller is placed on hold (used for Expert Hub or warm transfers)
When can you select a wrap up code for your interaction in Genesys?
During the call or after the call
After logging out of Genesys, what page are you directed to?
The initial login screen
Being in just an Available status will not route calls to your queue. To ensure you receive queue calls, you must be in Available status and toggle the _______ switch.
On Queue
Incoming ACD calls will auto-answer after how many seconds?
3 seconds
Which call control option should you use when needing to contact a member in the Expert Hub?
Consult Transfer
How many seconds do you have to select your wrap up code in Genesys Cloud?
You can take as long as you need in Genesys Cloud to select your wrap up code
What is the purpose of RedSky/E911?
RedSky will be a separate app that agents have to download. The purpose is in the event of an emergency where an agent has dialed 911, emergency services are able to pinpoint the location where you are at.
Which statuses in Genesys Cloud do not have a Secondary Status associated with them?
Break Status & Lunch Status
What should you hear in your headset before a call is auto answered?
An automated voice will announce what queue the customer is calling in from
When needing to consult with the expert hub, what do you need to type in to the consult-transfer dialog/search box?
IN_Question
What button must you select in Genesys to be placed back onto the queue after selecting a wrap up code?
When you are working from home, what address should you enter in RedSky to properly set it up?
Home address
What Primary and Secondary status would you use to take personal time in Genesys Cloud?
Busy > Personal
In Genesys Cloud, Outbound Calls to a customer must be done ______. This option allows an agent to place a call related to a queue without receiving other interactions.
On behalf of a queue
When needing to transfer the call to another internal queue/workgroup, what should you type into the transfer dialog/search box?
xfer, IN_
Agent Copilot can detect _____ in the customer's speech to pull up relevant Procedure Flow articles to help you on a call.
Trigger word or trigger phrase (both accepted)