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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, D, E
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37 comments · newest first
DO
Dottie
10 months ago
Not sure if Wrap-up Codes cover everything we need.
KE
Keneth
10 months ago
I think Resolution Codes might be better for tracking outcomes.
RO
Roxanne
11 months ago
Status options are too vague for this purpose.
IL
Ilona
11 months ago
Wait, can you really track calls with Account Codes?
MA
Marsha
11 months ago
Wrap-up Codes are the way to go!
CO
Cortney
11 months ago
I’m leaning towards Wrap-up Codes, but I vaguely recall something about Account Codes being used for tracking as well.
BA
Barb
12 months ago
I feel like Status could be relevant too, but it seems more about the current state rather than tracking outcomes specifically.
JE
Jeannetta
12 months ago
I remember practicing a question about tracking interactions, and I think Resolution Codes were mentioned as a way to categorize outcomes.
MA
Matt
1 year ago
I think we might need to use Wrap-up Codes to track call outcomes, but I'm not entirely sure if that's the only option.
EV
Eveline
1 year ago
I'm feeling pretty confident about this one. I think the Resolution Codes option is the answer here. That allows you to define custom codes to categorize the outcome of each customer interaction.
RE
Ressie
1 year ago
Okay, I've got this! Based on my understanding, the Wrap-up Codes feature in Genesys Cloud would be the best way to track the outcome of calls and chats. Agents can select a code to indicate how the interaction was resolved.
HE
Hester
1 year ago
Hmm, I'm a bit unsure about the differences between these options. I'll need to review my notes on Genesys Cloud features to make sure I understand which one would be best for tracking call and chat outcomes.
JE
Jess
1 year ago
I think this question is asking about the different ways Genesys Cloud can track call and chat outcomes. The options seem to cover things like account codes, wrap-up codes, and resolution codes, which all sound relevant.
HO
Hollis
1 year ago
I was hoping for an option called 'Confusion Codes' so I could just pick that every time. Guess I'll have to use my brain for this one.
SH
Sherell
1 year ago
D) Status
ST
Staci
1 year ago
C) Resolution Codes
TR
Trinidad
1 year ago
D) Status
CH
Cherelle
1 year ago
C) Resolution Codes
ME
Melvin
1 year ago
B) Wrap-up Codes
KE
Kerry
1 year ago
B) Wrap-up Codes
JA
Jamal
1 year ago
A) Account Codes
BA
Bambi
1 year ago
A) Account Codes
JE
Jess
2 years ago
Hmm, I'm torn between B) Wrap-up Codes and C) Resolution Codes. They both sound like they could do the job. I guess I'll have to do some more research to decide.
CO
Cory
1 year ago
True, Resolution Codes can provide insights into the final resolution of the customer's issue.
BL
Blossom
1 year ago
But C) Resolution Codes can also help categorize the outcome of interactions.
LO
Long
1 year ago
I agree, Wrap-up Codes can provide more detailed information about the call or chat.
LU
Lucy
1 year ago
I think B) Wrap-up Codes would be more suitable for tracking outcomes.
OL
Olen
2 years ago
D) Status would be my pick. Tracking the status of calls and chats seems like a crucial part of understanding the outcomes.
MI
Ming
2 years ago
I'm going with C) Resolution Codes. That seems like the best way to categorize the different resolutions for each call or chat.
TR
Tracey
2 years ago
I believe Resolution Codes could also be configured for tracking outcomes.
CL
Clorinda
2 years ago
I agree with Willis, Wrap-up Codes would be a good option.
WI
Willis
2 years ago
I think we can use Wrap-up Codes for tracking outcomes.
GL
Glory
2 years ago
I think the answer is B) Wrap-up Codes. That sounds like the most relevant option for tracking call outcomes.
LA
Lamonica
1 year ago
Status is more about the current state of an interaction, not the final outcome.
LO
Loreta
1 year ago
Account Codes are typically used for tracking billing information, not call outcomes.
BU
Bulah
1 year ago
Resolution Codes can also be configured to provide more detailed information about the outcome of interactions.
CH
Charlene
2 years ago
I agree, Wrap-up Codes are used to track the outcome of calls and chats.