Wiki
What is an indicator that the case is verified?
Green Banner
What tool should you click to open Genesys?
Interaction Workspace
This is where you can check the booking details
ATHENA BOOKING
In athena messaging, in the inbox section, a newly arrived message or reactivated messages will be highlighted in what color?
GREEN
Uses to categorize contacts that we handle in Genesys. This mainly will set under 01 Case tracked, however, it may change and vary depends on the cases and scenarios handled.
DISPOSITION CODE
It is the dedicated areas designed to host 'pages' related to information for specific teams, projects, or topics.
Spaces
In the Genesys, what icon should you click to open " My Channels"
3 stacked lines/ Burger Icon
Under Athena Escalate Button, The arrow changes to what color when an escalation reason is selected in the dropdown
RED
In athena messaging, in the inbox section, what does it mean if the conversation is highlighted in red?
ACTION REQUIRED
What button should you click if you need to ping TC?
"Ask for Help" button
What can you see in the CEG Homepage interface?
One point per answer:
CEG Case Handling, CEG Teams, Initiatives and Updates, Other Knowledge Platforms/Tools
How do you check if there's a duplicate case?
Interaction Search
Under Athena Wizard Flows Navigation, Use this ONLYwhen the Wizard genuinely cannot support your specific scenario (such as escalations that must go to Fraud, CSI, or Tech Support). You must always enter a clear, specific reason before exiting.
EXIT FLOW
In athena messaging, in the inbox section, messages highlighted in blue means?
Inactive Conversation
What aux to tag when there is a system error in which Athena Messaging is fully functional but cannot continue work in Athena/EBE.
Not Ready - Technical Problem
It is a commonly used and essential resource on a typical workday. It holds information about everything in CEG, including Standard Operating Procedures (SOPs) for our various products and services
CEG CONFLUENCE
How will you check the phone number where the pax called you from?
My history
Under Athena Wizard Flows Navigation, Use this when you have completely finished the case using the guided wizard steps. Always use this when the flow guides you to a final resolution.
END FLOW
Under " Having a Sense of Urgency" behavior, how long should you respond for a first time incoming message?
within 15 mins
Provide the conversation structure.
Clue: This could be 5 or 6 structures depending on the situation.
1. Greet
2. Probe Question
3. Share Solution
4. Inform Outcome
5. Manage Resistance
6. Closing
OR
1. Greet
2. Probe Question
3. Share Solution
4. Inform Outcome
5. Closing
These are a set of clear steps that guide how we interact with customers and partners. They include easy-to-follow instructions with visuals and links to extra helpful content.
Standard Operating Procedures (SOPs)
When should you use "Not Ready- Leave Soon " ?
15 mins before EOS
Under Athena Wizard Flows Navigation, Use this only if the flow was opened completely by mistake (for example, if you clicked the wrong contact reason)
DISCARD CASE
Athena Messaging is categorized into 5 sections. Give at least 3:
Chat, Email, Replied, Pending, Unactionable
Part of the conversation structure which is optional depending on how the customer reacts to our outcome.
Manage resistance