Genesys Quiz

This status indicates that you logged on and ready to accept new interactions.

Your Genesys status or presence change takes effect immediately.

What is your default status when you log on to Genesys Cloud?

If you change your status while you are in a call or other interaction, your call or interaction proceeds unaffected.

This increase customer satisfaction, since a caller does not have to wait on hold or possibly incur long distance charges while waiting to speak with an agent.

When are you required to advise customers that the call is recorded

Which Genesys status should never be used?

A wrap-up code must be selected and the “Done” button pressed in order to end the interaction.

This status indicates that you are available to accept interactions such as chat, internal phone calls or direct phone calls. You are not able to accept call interactions through a queue.

This status indicates that you are attending a Training or Coaching session and are not available for any interactions. In most cases, these will be on your schedule. Direct calls to you will go straight to VM.

This tab displays information about your evaluations.This view shows all of your completed and released evaluations during the selected time period.

This tab displays your detailed performance metrics, including a summary row of data for the dates displayed.

This tab displays your schedule, tomorrow’s schedule, and schedules by week or month.

Inbound voice interactions appear in the Interaction panel. What button should you click to begin the interaction?

When doing callbacks, you should make sure to check the timezone of which state?