PureCloud Contact Center CH 6 Quality Evaluation

Question 1

Where are recording enabled?

Answer 1

External Trunks

Question 2

What are the two primary types of Genesys Cloud CX recordings?

Answer 2

User and Policy based recordings.

Question 3

policy-based recording

Answer 3

Due to quality policy and recordings are attached to the conversation. Supervisor and quality evaluators role can view the policy based recordings.

Question 4

Policies

Answer 4

Handle how calls can be retained. Can be created for retaining or deleting.

1) Matching criteria such as specific queues
2) Actions to Perform such as how recording are retain
3) Match Call Interactions which will enable the setting
4) Can be for calls , chat, email, message

Question 5

Evaluation Forms

Answer 5

Use by Evaluators for score recording of the conversation agent have with customer. The score will compare them to the company KPI. Questions will have weight to them and can be broken up into categories.

Question 6

Forms can consist of what type of questions?

Answer 6

Multiple choice, range, and yes/no

Question 7

How are web survey created?

Answer 7

1) Create a web survey
2) Create a survey flow in the Architect
3) Create a policy to determine when the cloud sends survey to customer

Survey are sent to the customer email

Question 8

Coaching

Answer 8

QA, supervisor, admin, evaluator can schedule coaching session with agents to improve performance. They can go to the interaction detail and select “Schedule Coaching” and the appointment wizard will help with the appointments including providing documents and links to the interactions. There can be multiple interactions and documents involved.

Question 9

Programs

Answer 9

Package of topics that provide instruction to he speech and analytics on what business level of intent to look for in recordings

Question 10

Topics

Answer 10

Collection of phrases that indicate business level of intent

Question 11

Phrases

Answer 11

String of word that topic can express