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Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
Suggested Answer: A, C
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35 comments · newest first
RE
Rebbeca
11 months ago
I’m surprised there’s no mention of Account Codes here.
RO
Rosendo
11 months ago
Totally agree, Wrap-up Codes are the standard for this!
KE
Kenneth
11 months ago
Wait, can you really track calls with just Status? Seems off.
DA
Darrin
12 months ago
I think Resolution Codes might be better for tracking outcomes.
AN
Annice
12 months ago
Wrap-up Codes are definitely the way to go!
LE
Leonardo
1 year ago
Wrap-up Codes sound familiar, but I also have a nagging feeling that Account Codes might be involved somehow.
NO
Novella
1 year ago
I feel like Status could be relevant, but it seems more about the current state rather than tracking outcomes.
LO
Lonna
1 year ago
I remember practicing with Resolution Codes in a similar question, but I can't recall if they apply to chats as well.
AY
Ayesha
1 year ago
I think we might need to use Wrap-up Codes for tracking call outcomes, but I'm not entirely sure if that's the only option.
ER
Erasmo
1 year ago
Ah, I think I've got it. Resolution codes would allow the contact center to track the outcome of each interaction. That seems like the most relevant answer based on the question.
LE
Leontine
1 year ago
I'm a little unsure about this one. The question is asking specifically about Genesys Cloud, so I need to make sure I'm focusing on features available in that platform. I'll re-read the options carefully.
JO
Johnna
1 year ago
Wrap-up codes, huh? That sounds promising. I remember learning about those in class. I think that might be the best answer here.
JA
Jaime
1 year ago
Okay, let's see. Tracking call and chat outcomes - that sounds like it could be related to things like wrap-up codes or resolution codes. I'm going to take a closer look at those options.
RO
Rozella
1 year ago
Hmm, this seems like a straightforward question about Genesys Cloud features. I think I'll start by considering the options and trying to eliminate any that don't seem relevant.
CR
Craig
1 year ago
Okay, I remember learning that SNMP uses community strings for authentication, so the correct answer must be either A or C. I'll go with C since that sounds more like what I recall.
TY
Tyra
1 year ago
Okay, I've got a strategy. I'll draw out the scope hierarchy and track the variable bindings. I've got this!
LY
Lyndia
1 year ago
I hope the exam doesn't have any 'resolution' puns. That would just be 'code'-pendant.
LA
Larae
1 year ago
Wrap-up Codes? More like 'Nap-up Codes' am I right? *winks*
KE
Kenneth
1 year ago
Definitely B) Wrap-up Codes. That's the feature I use all the time in my contact center. Easy peasy!
VE
Verona
1 year ago
B) Wrap-up Codes sounds right to me. It's the best way to get detailed information on how calls are being resolved.
DO
Dortha
1 year ago
B) Wrap-up Codes are essential for capturing detailed information about each interaction.
ST
Stanford
1 year ago
D) Status can provide a high-level overview of the outcome of interactions.
JA
Jani
1 year ago
C) Resolution Codes can help categorize the outcome of calls and chats for reporting purposes.
AJ
Aja
1 year ago
B) Wrap-up Codes are essential for categorizing and analyzing the results of customer interactions.
CH
Chantay
1 year ago
A) Account Codes can also be useful for tracking specific types of interactions.
RE
Reed
1 year ago
C) Resolution Codes can provide insight into the final outcome of each call or chat.
WI
Wilda
1 year ago
A) Account Codes can also be helpful for tracking specific types of interactions.
GR
Gretchen
1 year ago
Hmm, I'm not sure about this one. Could D) Status also be a valid option? I'm going to have to think this through.
GR
Gracia
1 year ago
I think the correct answer here is B) Wrap-up Codes. That's the obvious choice for tracking call outcomes.
ED
Edelmira
1 year ago
D) Status could be helpful for providing an overall view of call and chat outcomes.
LA
Laine
1 year ago
I think C) Resolution Codes could also be useful for tracking the outcome of chats.
CH
Christene
1 year ago
I agree, B) Wrap-up Codes would be the best option for tracking call outcomes.
VE
Verda
2 years ago
I believe Resolution Codes could also be configured to track outcomes effectively.
AL
Alana
2 years ago
I agree with Dalene, Wrap-up Codes would be the best option for this functionality.
DA
Dalene
2 years ago
I think we can configure Wrap-up Codes for tracking outcomes.