Genesys Casual

Wow, what a turnout we had for last week's Trivia Tower (over 100 players!) So impressive!

With that many participants, we ended up with a SIX-WAY tie! But because some of those top performers did NOT answer the bonus question for those sweet extra 3 points, that dwindled our tie to only 2 players. But before I reveal the dramatic ending, here are the answers to the Trivia Tower Genesys Features Rewind questions: 

Q1: What feature released in June would allow supervisors to view real-time agent status counts segmented by work team to quickly identify staffing imbalances as they occur?

A. Workforce Management intraday reforecasting enhancements
B. Real-time queue health indicators in Architect
C. Supervisor Copilot live coaching prompts
D. Enhanced Performance dashboards with real-time agent status counts by work team

Q2: What feature released in 2025 would enable supervisors and quality analysts to quickly understand the key outcomes and context of customer interactions without reviewing full transcripts or recordings?

A. Conversation sentiment trend analysis
B. Knowledge Workbench auto-suggested articles
C. AI-generated interaction transcript summaries
D. Quality Management automated scorecard templates

Q3: This new feature from September would allow analysts to create custom KPIs by combining multiple metrics into a single formula-based calculation within performance views?

A. Performance View scheduling and sharing enhancements
B. Workforce Engagement scorecard standardization
C. Journey Management custom outcome tracking
D. Custom Calculations in Performance Views

 Q4: What Reporting & Analytics feature released last year would help digital channel leaders evaluate both agent response speed and engagement quality across chat and messaging interactions?

A. Digital channel sentiment scoring improvements
B. Agent Copilot real-time response suggestions
C. Asynchronous messaging workload optimization
D. New digital response time and engagement metrics

Q5: In the intraday monitoring grid, some values show in red. What does this typically indicate?

A.       The forecast was automatically corrected, and no action is needed

B.       The data is "good" and meeting service goals

C.      The data should be further investigated (a notable variance)

D.      The metric is hidden by default and must be enabled first

Q6: Which of the following can be configured as matching criteria requirements for shift trades?

A.       Queue membership

B.       Assigned language and skills

C.      Ability to handle the same planning groups

D.      All of the above

Q7: You've built a new evaluation form and want to start using it for scoring. What must be true before it can be assigned to evaluators?

A.       The form must be exported to CSV

B.       The form must be published

C.      The form must contain at least 50 questions

D.      The form must be attached to a shift trade request

Q8: Genesys Cloud WFM lists eight default activity categories (each with a default activity code). Which option below is NOT one of the built-in default categories?

A. Break
B. Meal
C. Training
D. Project Work

Q9. Which month saw the most new features?

A.        April

B.        June

C.       September

D.       December     

Q10. Which feature had the most votes for the year? 

A.        Policy-based station-side call recording to capture internal calls

B.        Deploy a Genesys Cloud region in Mexico

C.       AI Guides for Virtual Agents

D.       CX as Code- Archy Export Support

 Q11. With over 400 comments on the Product Ideas lab, which chatty Idea had the most votes this year? 

A.        Agent Greetings- Voice

B.        Post-Call IVR Surveys

C.       Audit Log Retention Periods – 12 Months Configurable

D.       AI Guides for Virtual Agents

Q11. After nearly 8 years, which feature was released to Genesys Cloud?

A.        Genesys Cloud Social

B.        Custom Analytics Calculations for Workspace Performance Views

C.        Dynamic customer satisfaction survey

D.        Agent Copilot

Q12. In number of days, what was the quickest 'Idea to Release' turnaround?

A.        4

B.        7

C.       10

D.       13

Q13. When Agent Copilot generates an AI-suggested answer from knowledge base articles, what is the PRIMARY advantage this provides over standard knowledge article suggestions?

1. It eliminates the need for knowledge articles entirely
2. It combines multiple search results into a personalized response
3. It only shows exact matches from the knowledge base
4. It automatically sends responses without agent review

Q14. In the context of trigger detection and script handling, what is the correct sequence of events in Agent Copilot?

1. Script loads automatically → Agent reviews → Agent initiates conversation
2. Trigger detected → Load script button appears → Agent clicks button → Script page opens
3. Agent initiates script → System detects trigger → Script automatically sends
4. Trigger detected → Script automatically loads → Agent must use script

Q15. How does Agent Copilot's knowledge suggestion functionality differ between voice and digital interactions?

1. Only voice interactions receive knowledge suggestions
2. Digital interactions allow direct copying of articles while voice interactions don't
3. Voice interactions automatically read suggestions to customers
4. Knowledge suggestions are only available after the interaction ends

Q16. Which of the following represents the most comprehensive view of Agent Copilot's real-time assistance capabilities?

1. Transcript generation and canned responses only
2. Knowledge suggestions and script loading only
3. Transcript generation, knowledge suggestions, canned responses, and script loading
4. Automatic response generation and customer intent detection only

Okay, now for the reveal...the top two players were @Richard Chandler and @Anand Gangappa, CONGRATS! You both ended with a score of 17. But there can only be one winner, so I popped your community engagement scores into a number randomizer, and RICHARD CHANDLER - you came out on top! You get a Prize Wall item of your choice and I'll be sending you a Google Form to fill out. 

In the meantime, get ready for more trivia coming your way next month. Thanks to everyone who participated! 

Wowsers! I shows I can do slightly better religiously reading release notes every week versus any idea on college football.

Thanks Nicole and a really interesting quiz.

Wow, what a turnout we had for last week's Trivia Tower (over 100 players!) So impressive!

With that many participants, we ended up with a SIX-WAY tie! But because some of those top performers did NOT answer the bonus question for those sweet extra 3 points, that dwindled our tie to only 2 players. But before I reveal the dramatic ending, here are the answers to the Trivia Tower Genesys Features Rewind questions: 

Q1: What feature released in June would allow supervisors to view real-time agent status counts segmented by work team to quickly identify staffing imbalances as they occur?

A. Workforce Management intraday reforecasting enhancements
B. Real-time queue health indicators in Architect
C. Supervisor Copilot live coaching prompts
D. Enhanced Performance dashboards with real-time agent status counts by work team

Q2: What feature released in 2025 would enable supervisors and quality analysts to quickly understand the key outcomes and context of customer interactions without reviewing full transcripts or recordings?

A. Conversation sentiment trend analysis
B. Knowledge Workbench auto-suggested articles
C. AI-generated interaction transcript summaries
D. Quality Management automated scorecard templates

Q3: This new feature from September would allow analysts to create custom KPIs by combining multiple metrics into a single formula-based calculation within performance views?

A. Performance View scheduling and sharing enhancements
B. Workforce Engagement scorecard standardization
C. Journey Management custom outcome tracking
D. Custom Calculations in Performance Views

 Q4: What Reporting & Analytics feature released last year would help digital channel leaders evaluate both agent response speed and engagement quality across chat and messaging interactions?

A. Digital channel sentiment scoring improvements
B. Agent Copilot real-time response suggestions
C. Asynchronous messaging workload optimization
D. New digital response time and engagement metrics

Q5: In the intraday monitoring grid, some values show in red. What does this typically indicate?

A.       The forecast was automatically corrected, and no action is needed

B.       The data is "good" and meeting service goals

C.      The data should be further investigated (a notable variance)

D.      The metric is hidden by default and must be enabled first

Q6: Which of the following can be configured as matching criteria requirements for shift trades?

A.       Queue membership

B.       Assigned language and skills

C.      Ability to handle the same planning groups

D.      All of the above

Q7: You've built a new evaluation form and want to start using it for scoring. What must be true before it can be assigned to evaluators?

A.       The form must be exported to CSV

B.       The form must be published

C.      The form must contain at least 50 questions

D.      The form must be attached to a shift trade request

Q8: Genesys Cloud WFM lists eight default activity categories (each with a default activity code). Which option below is NOT one of the built-in default categories?

A. Break
B. Meal
C. Training
D. Project Work

Q9. Which month saw the most new features?

A.        April

B.        June

C.       September

D.       December     

Q10. Which feature had the most votes for the year? 

A.        Policy-based station-side call recording to capture internal calls

B.        Deploy a Genesys Cloud region in Mexico

C.       AI Guides for Virtual Agents

D.       CX as Code- Archy Export Support

 Q11. With over 400 comments on the Product Ideas lab, which chatty Idea had the most votes this year? 

A.        Agent Greetings- Voice

B.        Post-Call IVR Surveys

C.       Audit Log Retention Periods – 12 Months Configurable

D.       AI Guides for Virtual Agents

Q11. After nearly 8 years, which feature was released to Genesys Cloud?

A.        Genesys Cloud Social

B.        Custom Analytics Calculations for Workspace Performance Views

C.        Dynamic customer satisfaction survey

D.        Agent Copilot

Q12. In number of days, what was the quickest 'Idea to Release' turnaround?

A.        4

B.        7

C.       10

D.       13

Q13. When Agent Copilot generates an AI-suggested answer from knowledge base articles, what is the PRIMARY advantage this provides over standard knowledge article suggestions?

1. It eliminates the need for knowledge articles entirely
2. It combines multiple search results into a personalized response
3. It only shows exact matches from the knowledge base
4. It automatically sends responses without agent review

Q14. In the context of trigger detection and script handling, what is the correct sequence of events in Agent Copilot?

1. Script loads automatically → Agent reviews → Agent initiates conversation
2. Trigger detected → Load script button appears → Agent clicks button → Script page opens
3. Agent initiates script → System detects trigger → Script automatically sends
4. Trigger detected → Script automatically loads → Agent must use script

Q15. How does Agent Copilot's knowledge suggestion functionality differ between voice and digital interactions?

1. Only voice interactions receive knowledge suggestions
2. Digital interactions allow direct copying of articles while voice interactions don't
3. Voice interactions automatically read suggestions to customers
4. Knowledge suggestions are only available after the interaction ends

Q16. Which of the following represents the most comprehensive view of Agent Copilot's real-time assistance capabilities?

1. Transcript generation and canned responses only
2. Knowledge suggestions and script loading only
3. Transcript generation, knowledge suggestions, canned responses, and script loading
4. Automatic response generation and customer intent detection only

Okay, now for the reveal...the top two players were @Richard Chandler and @Anand Gangappa, CONGRATS! You both ended with a score of 17. But there can only be one winner, so I popped your community engagement scores into a number randomizer, and RICHARD CHANDLER - you came out on top! You get a Prize Wall item of your choice and I'll be sending you a Google Form to fill out. 

In the meantime, get ready for more trivia coming your way next month. Thanks to everyone who participated! 

I should also add a very well done to @Anand Gangappa.

Looking back through the questions I have a good idea of what I missed and one that surprised me.

Wowsers! I shows I can do slightly better religiously reading release notes every week versus any idea on college football.

Thanks Nicole and a really interesting quiz.

Wow, what a turnout we had for last week's Trivia Tower (over 100 players!) So impressive!

With that many participants, we ended up with a SIX-WAY tie! But because some of those top performers did NOT answer the bonus question for those sweet extra 3 points, that dwindled our tie to only 2 players. But before I reveal the dramatic ending, here are the answers to the Trivia Tower Genesys Features Rewind questions: 

Q1: What feature released in June would allow supervisors to view real-time agent status counts segmented by work team to quickly identify staffing imbalances as they occur?

A. Workforce Management intraday reforecasting enhancements
B. Real-time queue health indicators in Architect
C. Supervisor Copilot live coaching prompts
D. Enhanced Performance dashboards with real-time agent status counts by work team

Q2: What feature released in 2025 would enable supervisors and quality analysts to quickly understand the key outcomes and context of customer interactions without reviewing full transcripts or recordings?

A. Conversation sentiment trend analysis
B. Knowledge Workbench auto-suggested articles
C. AI-generated interaction transcript summaries
D. Quality Management automated scorecard templates

Q3: This new feature from September would allow analysts to create custom KPIs by combining multiple metrics into a single formula-based calculation within performance views?

A. Performance View scheduling and sharing enhancements
B. Workforce Engagement scorecard standardization
C. Journey Management custom outcome tracking
D. Custom Calculations in Performance Views

 Q4: What Reporting & Analytics feature released last year would help digital channel leaders evaluate both agent response speed and engagement quality across chat and messaging interactions?

A. Digital channel sentiment scoring improvements
B. Agent Copilot real-time response suggestions
C. Asynchronous messaging workload optimization
D. New digital response time and engagement metrics

Q5: In the intraday monitoring grid, some values show in red. What does this typically indicate?

A.       The forecast was automatically corrected, and no action is needed

B.       The data is "good" and meeting service goals

C.      The data should be further investigated (a notable variance)

D.      The metric is hidden by default and must be enabled first

Q6: Which of the following can be configured as matching criteria requirements for shift trades?

A.       Queue membership

B.       Assigned language and skills

C.      Ability to handle the same planning groups

D.      All of the above

Q7: You've built a new evaluation form and want to start using it for scoring. What must be true before it can be assigned to evaluators?

A.       The form must be exported to CSV

B.       The form must be published

C.      The form must contain at least 50 questions

D.      The form must be attached to a shift trade request

Q8: Genesys Cloud WFM lists eight default activity categories (each with a default activity code). Which option below is NOT one of the built-in default categories?

A. Break
B. Meal
C. Training
D. Project Work

Q9. Which month saw the most new features?

A.        April

B.        June

C.       September

D.       December     

Q10. Which feature had the most votes for the year? 

A.        Policy-based station-side call recording to capture internal calls

B.        Deploy a Genesys Cloud region in Mexico

C.       AI Guides for Virtual Agents

D.       CX as Code- Archy Export Support

 Q11. With over 400 comments on the Product Ideas lab, which chatty Idea had the most votes this year? 

A.        Agent Greetings- Voice

B.        Post-Call IVR Surveys

C.       Audit Log Retention Periods – 12 Months Configurable

D.       AI Guides for Virtual Agents

Q11. After nearly 8 years, which feature was released to Genesys Cloud?

A.        Genesys Cloud Social

B.        Custom Analytics Calculations for Workspace Performance Views

C.        Dynamic customer satisfaction survey

D.        Agent Copilot

Q12. In number of days, what was the quickest 'Idea to Release' turnaround?

A.        4

B.        7

C.       10

D.       13

Q13. When Agent Copilot generates an AI-suggested answer from knowledge base articles, what is the PRIMARY advantage this provides over standard knowledge article suggestions?

1. It eliminates the need for knowledge articles entirely
2. It combines multiple search results into a personalized response
3. It only shows exact matches from the knowledge base
4. It automatically sends responses without agent review

Q14. In the context of trigger detection and script handling, what is the correct sequence of events in Agent Copilot?

1. Script loads automatically → Agent reviews → Agent initiates conversation
2. Trigger detected → Load script button appears → Agent clicks button → Script page opens
3. Agent initiates script → System detects trigger → Script automatically sends
4. Trigger detected → Script automatically loads → Agent must use script

Q15. How does Agent Copilot's knowledge suggestion functionality differ between voice and digital interactions?

1. Only voice interactions receive knowledge suggestions
2. Digital interactions allow direct copying of articles while voice interactions don't
3. Voice interactions automatically read suggestions to customers
4. Knowledge suggestions are only available after the interaction ends

Q16. Which of the following represents the most comprehensive view of Agent Copilot's real-time assistance capabilities?

1. Transcript generation and canned responses only
2. Knowledge suggestions and script loading only
3. Transcript generation, knowledge suggestions, canned responses, and script loading
4. Automatic response generation and customer intent detection only

Okay, now for the reveal...the top two players were @Richard Chandler and @Anand Gangappa, CONGRATS! You both ended with a score of 17. But there can only be one winner, so I popped your community engagement scores into a number randomizer, and RICHARD CHANDLER - you came out on top! You get a Prize Wall item of your choice and I'll be sending you a Google Form to fill out. 

In the meantime, get ready for more trivia coming your way next month. Thanks to everyone who participated! 

Wowsers! I shows I can do slightly better religiously reading release notes every week versus any idea on college football.

Thanks Nicole and a really interesting quiz.

Wow, what a turnout we had for last week's Trivia Tower (over 100 players!) So impressive!

With that many participants, we ended up with a SIX-WAY tie! But because some of those top performers did NOT answer the bonus question for those sweet extra 3 points, that dwindled our tie to only 2 players. But before I reveal the dramatic ending, here are the answers to the Trivia Tower Genesys Features Rewind questions: 

Q1: What feature released in June would allow supervisors to view real-time agent status counts segmented by work team to quickly identify staffing imbalances as they occur?

A. Workforce Management intraday reforecasting enhancements
B. Real-time queue health indicators in Architect
C. Supervisor Copilot live coaching prompts
D. Enhanced Performance dashboards with real-time agent status counts by work team

Q2: What feature released in 2025 would enable supervisors and quality analysts to quickly understand the key outcomes and context of customer interactions without reviewing full transcripts or recordings?

A. Conversation sentiment trend analysis
B. Knowledge Workbench auto-suggested articles
C. AI-generated interaction transcript summaries
D. Quality Management automated scorecard templates

Q3: This new feature from September would allow analysts to create custom KPIs by combining multiple metrics into a single formula-based calculation within performance views?

A. Performance View scheduling and sharing enhancements
B. Workforce Engagement scorecard standardization
C. Journey Management custom outcome tracking
D. Custom Calculations in Performance Views

 Q4: What Reporting & Analytics feature released last year would help digital channel leaders evaluate both agent response speed and engagement quality across chat and messaging interactions?

A. Digital channel sentiment scoring improvements
B. Agent Copilot real-time response suggestions
C. Asynchronous messaging workload optimization
D. New digital response time and engagement metrics

Q5: In the intraday monitoring grid, some values show in red. What does this typically indicate?

A.       The forecast was automatically corrected, and no action is needed

B.       The data is "good" and meeting service goals

C.      The data should be further investigated (a notable variance)

D.      The metric is hidden by default and must be enabled first

Q6: Which of the following can be configured as matching criteria requirements for shift trades?

A.       Queue membership

B.       Assigned language and skills

C.      Ability to handle the same planning groups

D.      All of the above

Q7: You've built a new evaluation form and want to start using it for scoring. What must be true before it can be assigned to evaluators?

A.       The form must be exported to CSV

B.       The form must be published

C.      The form must contain at least 50 questions

D.      The form must be attached to a shift trade request

Q8: Genesys Cloud WFM lists eight default activity categories (each with a default activity code). Which option below is NOT one of the built-in default categories?

A. Break
B. Meal
C. Training
D. Project Work

Q9. Which month saw the most new features?

A.        April

B.        June

C.       September

D.       December     

Q10. Which feature had the most votes for the year? 

A.        Policy-based station-side call recording to capture internal calls

B.        Deploy a Genesys Cloud region in Mexico

C.       AI Guides for Virtual Agents

D.       CX as Code- Archy Export Support

 Q11. With over 400 comments on the Product Ideas lab, which chatty Idea had the most votes this year? 

A.        Agent Greetings- Voice

B.        Post-Call IVR Surveys

C.       Audit Log Retention Periods – 12 Months Configurable

D.       AI Guides for Virtual Agents

Q11. After nearly 8 years, which feature was released to Genesys Cloud?

A.        Genesys Cloud Social

B.        Custom Analytics Calculations for Workspace Performance Views

C.        Dynamic customer satisfaction survey

D.        Agent Copilot

Q12. In number of days, what was the quickest 'Idea to Release' turnaround?

A.        4

B.        7

C.       10

D.       13

Q13. When Agent Copilot generates an AI-suggested answer from knowledge base articles, what is the PRIMARY advantage this provides over standard knowledge article suggestions?

1. It eliminates the need for knowledge articles entirely
2. It combines multiple search results into a personalized response
3. It only shows exact matches from the knowledge base
4. It automatically sends responses without agent review

Q14. In the context of trigger detection and script handling, what is the correct sequence of events in Agent Copilot?

1. Script loads automatically → Agent reviews → Agent initiates conversation
2. Trigger detected → Load script button appears → Agent clicks button → Script page opens
3. Agent initiates script → System detects trigger → Script automatically sends
4. Trigger detected → Script automatically loads → Agent must use script

Q15. How does Agent Copilot's knowledge suggestion functionality differ between voice and digital interactions?

1. Only voice interactions receive knowledge suggestions
2. Digital interactions allow direct copying of articles while voice interactions don't
3. Voice interactions automatically read suggestions to customers
4. Knowledge suggestions are only available after the interaction ends

Q16. Which of the following represents the most comprehensive view of Agent Copilot's real-time assistance capabilities?

1. Transcript generation and canned responses only
2. Knowledge suggestions and script loading only
3. Transcript generation, knowledge suggestions, canned responses, and script loading
4. Automatic response generation and customer intent detection only

Okay, now for the reveal...the top two players were @Richard Chandler and @Anand Gangappa, CONGRATS! You both ended with a score of 17. But there can only be one winner, so I popped your community engagement scores into a number randomizer, and RICHARD CHANDLER - you came out on top! You get a Prize Wall item of your choice and I'll be sending you a Google Form to fill out. 

In the meantime, get ready for more trivia coming your way next month. Thanks to everyone who participated! 

Wow, what a turnout we had for last week's Trivia Tower (over 100 players!) So impressive!

With that many participants, we ended up with a SIX-WAY tie! But because some of those top performers did NOT answer the bonus question for those sweet extra 3 points, that dwindled our tie to only 2 players. But before I reveal the dramatic ending, here are the answers to the Trivia Tower Genesys Features Rewind questions: 

Q1: What feature released in June would allow supervisors to view real-time agent status counts segmented by work team to quickly identify staffing imbalances as they occur?

A. Workforce Management intraday reforecasting enhancements
B. Real-time queue health indicators in Architect
C. Supervisor Copilot live coaching prompts
D. Enhanced Performance dashboards with real-time agent status counts by work team

Q2: What feature released in 2025 would enable supervisors and quality analysts to quickly understand the key outcomes and context of customer interactions without reviewing full transcripts or recordings?

A. Conversation sentiment trend analysis
B. Knowledge Workbench auto-suggested articles
C. AI-generated interaction transcript summaries
D. Quality Management automated scorecard templates

Q3: This new feature from September would allow analysts to create custom KPIs by combining multiple metrics into a single formula-based calculation within performance views?

A. Performance View scheduling and sharing enhancements
B. Workforce Engagement scorecard standardization
C. Journey Management custom outcome tracking
D. Custom Calculations in Performance Views

 Q4: What Reporting & Analytics feature released last year would help digital channel leaders evaluate both agent response speed and engagement quality across chat and messaging interactions?

A. Digital channel sentiment scoring improvements
B. Agent Copilot real-time response suggestions
C. Asynchronous messaging workload optimization
D. New digital response time and engagement metrics

Q5: In the intraday monitoring grid, some values show in red. What does this typically indicate?

A.       The forecast was automatically corrected, and no action is needed

B.       The data is "good" and meeting service goals

C.      The data should be further investigated (a notable variance)

D.      The metric is hidden by default and must be enabled first

Q6: Which of the following can be configured as matching criteria requirements for shift trades?

A.       Queue membership

B.       Assigned language and skills

C.      Ability to handle the same planning groups

D.      All of the above

Q7: You've built a new evaluation form and want to start using it for scoring. What must be true before it can be assigned to evaluators?

A.       The form must be exported to CSV

B.       The form must be published

C.      The form must contain at least 50 questions

D.      The form must be attached to a shift trade request

Q8: Genesys Cloud WFM lists eight default activity categories (each with a default activity code). Which option below is NOT one of the built-in default categories?

A. Break
B. Meal
C. Training
D. Project Work

Q9. Which month saw the most new features?

A.        April

B.        June

C.       September

D.       December     

Q10. Which feature had the most votes for the year? 

A.        Policy-based station-side call recording to capture internal calls

B.        Deploy a Genesys Cloud region in Mexico

C.       AI Guides for Virtual Agents

D.       CX as Code- Archy Export Support

 Q11. With over 400 comments on the Product Ideas lab, which chatty Idea had the most votes this year? 

A.        Agent Greetings- Voice

B.        Post-Call IVR Surveys

C.       Audit Log Retention Periods – 12 Months Configurable

D.       AI Guides for Virtual Agents

Q11. After nearly 8 years, which feature was released to Genesys Cloud?

A.        Genesys Cloud Social

B.        Custom Analytics Calculations for Workspace Performance Views

C.        Dynamic customer satisfaction survey

D.        Agent Copilot

Q12. In number of days, what was the quickest 'Idea to Release' turnaround?

A.        4

B.        7

C.       10

D.       13

Q13. When Agent Copilot generates an AI-suggested answer from knowledge base articles, what is the PRIMARY advantage this provides over standard knowledge article suggestions?

1. It eliminates the need for knowledge articles entirely
2. It combines multiple search results into a personalized response
3. It only shows exact matches from the knowledge base
4. It automatically sends responses without agent review

Q14. In the context of trigger detection and script handling, what is the correct sequence of events in Agent Copilot?

1. Script loads automatically → Agent reviews → Agent initiates conversation
2. Trigger detected → Load script button appears → Agent clicks button → Script page opens
3. Agent initiates script → System detects trigger → Script automatically sends
4. Trigger detected → Script automatically loads → Agent must use script

Q15. How does Agent Copilot's knowledge suggestion functionality differ between voice and digital interactions?

1. Only voice interactions receive knowledge suggestions
2. Digital interactions allow direct copying of articles while voice interactions don't
3. Voice interactions automatically read suggestions to customers
4. Knowledge suggestions are only available after the interaction ends

Q16. Which of the following represents the most comprehensive view of Agent Copilot's real-time assistance capabilities?

1. Transcript generation and canned responses only
2. Knowledge suggestions and script loading only
3. Transcript generation, knowledge suggestions, canned responses, and script loading
4. Automatic response generation and customer intent detection only

Okay, now for the reveal...the top two players were @Richard Chandler and @Anand Gangappa, CONGRATS! You both ended with a score of 17. But there can only be one winner, so I popped your community engagement scores into a number randomizer, and RICHARD CHANDLER - you came out on top! You get a Prize Wall item of your choice and I'll be sending you a Google Form to fill out. 

In the meantime, get ready for more trivia coming your way next month. Thanks to everyone who participated! 

Wow, what a turnout we had for last week's Trivia Tower (over 100 players!) So impressive!

With that many participants, we ended up with a SIX-WAY tie! But because some of those top performers did NOT answer the bonus question for those sweet extra 3 points, that dwindled our tie to only 2 players. But before I reveal the dramatic ending, here are the answers to the Trivia Tower Genesys Features Rewind questions: 

Q1: What feature released in June would allow supervisors to view real-time agent status counts segmented by work team to quickly identify staffing imbalances as they occur?

A. Workforce Management intraday reforecasting enhancements
B. Real-time queue health indicators in Architect
C. Supervisor Copilot live coaching prompts
D. Enhanced Performance dashboards with real-time agent status counts by work team

Q2: What feature released in 2025 would enable supervisors and quality analysts to quickly understand the key outcomes and context of customer interactions without reviewing full transcripts or recordings?

A. Conversation sentiment trend analysis
B. Knowledge Workbench auto-suggested articles
C. AI-generated interaction transcript summaries
D. Quality Management automated scorecard templates

Q3: This new feature from September would allow analysts to create custom KPIs by combining multiple metrics into a single formula-based calculation within performance views?

A. Performance View scheduling and sharing enhancements
B. Workforce Engagement scorecard standardization
C. Journey Management custom outcome tracking
D. Custom Calculations in Performance Views

 Q4: What Reporting & Analytics feature released last year would help digital channel leaders evaluate both agent response speed and engagement quality across chat and messaging interactions?

A. Digital channel sentiment scoring improvements
B. Agent Copilot real-time response suggestions
C. Asynchronous messaging workload optimization
D. New digital response time and engagement metrics

Q5: In the intraday monitoring grid, some values show in red. What does this typically indicate?

A.       The forecast was automatically corrected, and no action is needed

B.       The data is "good" and meeting service goals

C.      The data should be further investigated (a notable variance)

D.      The metric is hidden by default and must be enabled first

Q6: Which of the following can be configured as matching criteria requirements for shift trades?

A.       Queue membership

B.       Assigned language and skills

C.      Ability to handle the same planning groups

D.      All of the above

Q7: You've built a new evaluation form and want to start using it for scoring. What must be true before it can be assigned to evaluators?

A.       The form must be exported to CSV

B.       The form must be published

C.      The form must contain at least 50 questions

D.      The form must be attached to a shift trade request

Q8: Genesys Cloud WFM lists eight default activity categories (each with a default activity code). Which option below is NOT one of the built-in default categories?

A. Break
B. Meal
C. Training
D. Project Work

Q9. Which month saw the most new features?

A.        April

B.        June

C.       September

D.       December     

Q10. Which feature had the most votes for the year? 

A.        Policy-based station-side call recording to capture internal calls

B.        Deploy a Genesys Cloud region in Mexico

C.       AI Guides for Virtual Agents

D.       CX as Code- Archy Export Support

 Q11. With over 400 comments on the Product Ideas lab, which chatty Idea had the most votes this year? 

A.        Agent Greetings- Voice

B.        Post-Call IVR Surveys

C.       Audit Log Retention Periods – 12 Months Configurable

D.       AI Guides for Virtual Agents

Q11. After nearly 8 years, which feature was released to Genesys Cloud?

A.        Genesys Cloud Social

B.        Custom Analytics Calculations for Workspace Performance Views

C.        Dynamic customer satisfaction survey

D.        Agent Copilot

Q12. In number of days, what was the quickest 'Idea to Release' turnaround?

A.        4

B.        7

C.       10

D.       13

Q13. When Agent Copilot generates an AI-suggested answer from knowledge base articles, what is the PRIMARY advantage this provides over standard knowledge article suggestions?

1. It eliminates the need for knowledge articles entirely
2. It combines multiple search results into a personalized response
3. It only shows exact matches from the knowledge base
4. It automatically sends responses without agent review

Q14. In the context of trigger detection and script handling, what is the correct sequence of events in Agent Copilot?

1. Script loads automatically → Agent reviews → Agent initiates conversation
2. Trigger detected → Load script button appears → Agent clicks button → Script page opens
3. Agent initiates script → System detects trigger → Script automatically sends
4. Trigger detected → Script automatically loads → Agent must use script

Q15. How does Agent Copilot's knowledge suggestion functionality differ between voice and digital interactions?

1. Only voice interactions receive knowledge suggestions
2. Digital interactions allow direct copying of articles while voice interactions don't
3. Voice interactions automatically read suggestions to customers
4. Knowledge suggestions are only available after the interaction ends

Q16. Which of the following represents the most comprehensive view of Agent Copilot's real-time assistance capabilities?

1. Transcript generation and canned responses only
2. Knowledge suggestions and script loading only
3. Transcript generation, knowledge suggestions, canned responses, and script loading
4. Automatic response generation and customer intent detection only

Okay, now for the reveal...the top two players were @Richard Chandler and @Anand Gangappa, CONGRATS! You both ended with a score of 17. But there can only be one winner, so I popped your community engagement scores into a number randomizer, and RICHARD CHANDLER - you came out on top! You get a Prize Wall item of your choice and I'll be sending you a Google Form to fill out. 

In the meantime, get ready for more trivia coming your way next month. Thanks to everyone who participated! 

Wow, what a turnout we had for last week's Trivia Tower (over 100 players!) So impressive!

With that many participants, we ended up with a SIX-WAY tie! But because some of those top performers did NOT answer the bonus question for those sweet extra 3 points, that dwindled our tie to only 2 players. But before I reveal the dramatic ending, here are the answers to the Trivia Tower Genesys Features Rewind questions: 

Q1: What feature released in June would allow supervisors to view real-time agent status counts segmented by work team to quickly identify staffing imbalances as they occur?

A. Workforce Management intraday reforecasting enhancements
B. Real-time queue health indicators in Architect
C. Supervisor Copilot live coaching prompts
D. Enhanced Performance dashboards with real-time agent status counts by work team

Q2: What feature released in 2025 would enable supervisors and quality analysts to quickly understand the key outcomes and context of customer interactions without reviewing full transcripts or recordings?

A. Conversation sentiment trend analysis
B. Knowledge Workbench auto-suggested articles
C. AI-generated interaction transcript summaries
D. Quality Management automated scorecard templates

Q3: This new feature from September would allow analysts to create custom KPIs by combining multiple metrics into a single formula-based calculation within performance views?

A. Performance View scheduling and sharing enhancements
B. Workforce Engagement scorecard standardization
C. Journey Management custom outcome tracking
D. Custom Calculations in Performance Views

 Q4: What Reporting & Analytics feature released last year would help digital channel leaders evaluate both agent response speed and engagement quality across chat and messaging interactions?

A. Digital channel sentiment scoring improvements
B. Agent Copilot real-time response suggestions
C. Asynchronous messaging workload optimization
D. New digital response time and engagement metrics

Q5: In the intraday monitoring grid, some values show in red. What does this typically indicate?

A.       The forecast was automatically corrected, and no action is needed

B.       The data is "good" and meeting service goals

C.      The data should be further investigated (a notable variance)

D.      The metric is hidden by default and must be enabled first

Q6: Which of the following can be configured as matching criteria requirements for shift trades?

A.       Queue membership

B.       Assigned language and skills

C.      Ability to handle the same planning groups

D.      All of the above

Q7: You've built a new evaluation form and want to start using it for scoring. What must be true before it can be assigned to evaluators?

A.       The form must be exported to CSV

B.       The form must be published

C.      The form must contain at least 50 questions

D.      The form must be attached to a shift trade request

Q8: Genesys Cloud WFM lists eight default activity categories (each with a default activity code). Which option below is NOT one of the built-in default categories?

A. Break
B. Meal
C. Training
D. Project Work

Q9. Which month saw the most new features?

A.        April

B.        June

C.       September

D.       December     

Q10. Which feature had the most votes for the year? 

A.        Policy-based station-side call recording to capture internal calls

B.        Deploy a Genesys Cloud region in Mexico

C.       AI Guides for Virtual Agents

D.       CX as Code- Archy Export Support

 Q11. With over 400 comments on the Product Ideas lab, which chatty Idea had the most votes this year? 

A.        Agent Greetings- Voice

B.        Post-Call IVR Surveys

C.       Audit Log Retention Periods – 12 Months Configurable

D.       AI Guides for Virtual Agents

Q11. After nearly 8 years, which feature was released to Genesys Cloud?

A.        Genesys Cloud Social

B.        Custom Analytics Calculations for Workspace Performance Views

C.        Dynamic customer satisfaction survey

D.        Agent Copilot

Q12. In number of days, what was the quickest 'Idea to Release' turnaround?

A.        4

B.        7

C.       10

D.       13

Q13. When Agent Copilot generates an AI-suggested answer from knowledge base articles, what is the PRIMARY advantage this provides over standard knowledge article suggestions?

1. It eliminates the need for knowledge articles entirely
2. It combines multiple search results into a personalized response
3. It only shows exact matches from the knowledge base
4. It automatically sends responses without agent review

Q14. In the context of trigger detection and script handling, what is the correct sequence of events in Agent Copilot?

1. Script loads automatically → Agent reviews → Agent initiates conversation
2. Trigger detected → Load script button appears → Agent clicks button → Script page opens
3. Agent initiates script → System detects trigger → Script automatically sends
4. Trigger detected → Script automatically loads → Agent must use script

Q15. How does Agent Copilot's knowledge suggestion functionality differ between voice and digital interactions?

1. Only voice interactions receive knowledge suggestions
2. Digital interactions allow direct copying of articles while voice interactions don't
3. Voice interactions automatically read suggestions to customers
4. Knowledge suggestions are only available after the interaction ends

Q16. Which of the following represents the most comprehensive view of Agent Copilot's real-time assistance capabilities?

1. Transcript generation and canned responses only
2. Knowledge suggestions and script loading only
3. Transcript generation, knowledge suggestions, canned responses, and script loading
4. Automatic response generation and customer intent detection only

Okay, now for the reveal...the top two players were @Richard Chandler and @Anand Gangappa, CONGRATS! You both ended with a score of 17. But there can only be one winner, so I popped your community engagement scores into a number randomizer, and RICHARD CHANDLER - you came out on top! You get a Prize Wall item of your choice and I'll be sending you a Google Form to fill out. 

In the meantime, get ready for more trivia coming your way next month. Thanks to everyone who participated!