Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:
It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Gamification!  It amazes me that this is not turned on by default.  With work-from-home agents, it gives them complete expectations of what you want them to perform and instantaneous performance against that expectation.  This is a great tool to help motivate agents and allow supervisors to easily report on KPI's.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Wow Matt!! looks like a trivial created for me :)

Answering the question of features that may be overlooked, I think that the scripting feature (at least with the people I speak to) is not valued, it an incredible tool to speed up the creation of mini-fronts that help the agent to answer the customer's needs and the best of all is that to use it it is not necessary to have developer skill! Awesome
Other capabilities that I find amazing are:
CX as Code
Global Media Fabric
But these I think if they are valued.

------------------------------
Javier Del Olmo
Banco Bilbao Vizcaya Argentaria, S.A.
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Ooo, good one.  I love dreaming up new Agent Scripts!

------------------------------
Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
------------------------------

Original Message:
Sent: 06-28-2022 12:55
From: Javier Del Olmo
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Wow Matt!! looks like a trivial created for me :)

Answering the question of features that may be overlooked, I think that the scripting feature (at least with the people I speak to) is not valued, it an incredible tool to speed up the creation of mini-fronts that help the agent to answer the customer's needs and the best of all is that to use it it is not necessary to have developer skill! Awesome
Other capabilities that I find amazing are:
CX as Code
Global Media Fabric
But these I think if they are valued.

------------------------------
Javier Del Olmo
Banco Bilbao Vizcaya Argentaria, S.A.

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

My personal favorite is the zoom integration!  I love being able to connect my zoom account and set up a meeting via chat by inputting /zoom!  :)

------------------------------
Carrie Plowman
Genesys - Employees
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

The API-Explorer! https://developer.genesys.cloud/developer-tools/#/api-explorer

I can check and try so many things without having to know how to write any code.

------------------------------
Sascha Gagalon
NTT Germany AG & Co. KG
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

+1 API-Explorer Power!!

------------------------------
Javier Del Olmo
Banco Bilbao Vizcaya Argentaria, S.A.
------------------------------

Original Message:
Sent: 06-29-2022 03:56
From: Sascha Gagalon
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

The API-Explorer! https://developer.genesys.cloud/developer-tools/#/api-explorer

I can check and try so many things without having to know how to write any code.

------------------------------
Sascha Gagalon
NTT Germany AG & Co. KG

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

The CLI (Command line interface): It's amazing how easily you can extract data from Genesys with a single line of code for repetitive daily tasks.

------------------------------
Peter Faust
Genesys - Employees
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

The new Workspace Interface. The best improvement since we started using GC.

------------------------------
Lionel FLORENCE
Helpline SAS
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

I guess, considering that some people from Genesys didn't know for it, that it may be ability to show/hide audits footer.
I will not call it my favorite, but I'm sure it's overlooked by many users

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Service Level on queues.  Even though Service Level should not be viewed as a sole measure of the successfulness of a Contact center, I'm surprised how often organizations don't have it set and are seeing the default of 80/20 (which is not achievable for most centers, post-pandemic).

Service Levels should be an reflection of your normal operating mode, not some abnormal objective meant to push your staff to burnout.  Since the service level pre-populates on multiple Performance views, why not update it to a best estimate of what is achievable for your team/queue?  

------------------------------
Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
------------------------------

Original Message:
Sent: 06-28-2022 12:04
From: Matt Lawson
Subject: Trivia Bonus Question: Favorite Overlooked Genesys Cloud CX Feature?

Hey everyone,

Genesys Cloud CX Trivia Event is now live in the Community's Trivia Tower. It will be live for 48 hours! Winner gets a pick from the Prize Wall.

As part of the event, we have a bonus question (worth 5 points). To put trivia together, I reached out to various teams for some questions that would exercise everyone's knowledge of the Genesys Cloud CX platform. In the process, I actually learned a lot and saw some functionality that I was not aware of. So, we want to know:

What is your favorite Genesys Cloud CX Feature that May Be Overlooked? 

It can be a shortcut that you like to use, core functionality, an add on that you adopted, or a resource you find educational. Has your answer already been provided? You can still get points! Let us know who/what you agree with.

As always, thanks to everyone who submitted questions/topics or took their best shot at answering these tough, tough trivia questions.

Have fun,

Matt