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Genesys Cloud contact center contains all of the features of Collaborate and Communicate along with contact center services for integrating multichannel routing, outbound campaigns, speech-enabled IVR, recording and quality management, reporting, and graphical scripting. To get started administering Genesys Cloud contact center, complete the procedures for Collaborate and Communicate, complete the online training course Introduction to Genesys Cloud for Supervisors, create queues, set up wrap-up codes, create a call flow, add schedules and configure IVR routing, provide agents with information about configuring settings, send agents information about making calls, see advanced setup resources for administrators (optional), and conduct user acceptance testing (UAT).

of the key points from the text, following the specified format: Genesys Cloud provides capabilities for contact center management including skills, queues, wrap-up codes, routing, canned responses, analytics, and agent assist. Skills are used to match customers with suitable agents. Queues can be created, edited, deleted, and assigned to agents with configurable timeouts. Wrap-up codes are used by agents after interactions. ACD routing for emails and messages can be configured. Canned response libraries help agents respond to common questions. Analytics options can be configured. Default interaction panels for agents can be set. Agent assist suggests FAQ responses during customer calls.

Genesys Cloud provides contact center managers and supervisors with performance tools to monitor interactions, agents, queues, and other aspects of their contact centers in real time and historically through reports, views, and dashboards. Features include queue and agent management to activate agents in queues, monitor live interactions, and activate/deactivate agents. Alerts and alert rules can also be administered.

Genesys Cloud ACD routing efficiently assigns interactions, including voice and digital channels such as email, SMS, callbacks, and workitems, to the most suitable agent based on their skills and the selected routing method. Genesys Cloud offers different routing methods such as standard routing, predictive routing, bullseye routing, conditional routing, and direct routing to suit individual business needs. Queue administrators can configure agent and org-level utilization, define agent ACD skills, choose an evaluation method, and configure routing methods to optimize interaction-agent matching.

Genesys Cloud provides outbound dialing capabilities to automatically dial phone lists and reach customers with features like predictive, progressive, power, and preview dialing; campaign management; contact list management; and optimization tools. It enables managing contact and do not call lists, attempt controls, time sets, and call analysis responses for effective campaigns. Call analysis detects live persons or answering machines and takes actions based on configurations. Outbound calls can be delivered to agents and rules control campaign and call behavior. Genesys Cloud provides rule management to control campaign flow by evaluating data to route calls, assign codes, and trigger actions. Features include various pre and post rules, rule sets, campaign views, wrap-up code mappings, and an event viewer. Scripting creates scripts to guide consistent agent interactions.

Genesys Cloud provides tools to improve agent performance and engagement through development and feedback training modules, gamification, and performance management capabilities. Agents can be assigned prepackaged or custom training modules to bridge knowledge gaps. Gamification applies game mechanics to motivate agents, manage performance, and drive development. Agents access assigned training modules and track their gamified performance scorecard and leaderboard.

Genesys Cloud provides quality management capabilities that allow managers to record and evaluate agent interactions to improve the contact center experience. Managers can also coach agents to enhance performance. Quality management provisioning and implementation details are provided, along with roles, permissions, policies, and administration. Evaluators can review and score customer interactions. Coaching appointments help agents improve. Speech and text analytics provide automated analysis of conversations for customer-agent insight. Specific features include evaluation forms, calibration, recording annotations, disputes, monitoring, and text analytics.

Genesys Cloud's scripting allows contact center managers to create scripts that guide agents through interactions. Script designers build instructions using the script editor to add pages, components like visual controls, and actions. Scripts can look up external data, configure secure pauses, schedule callbacks, and associate with contact lists. The script editor provides tools to manage variables that store collected information and invoke actions when components are clicked or change. Key capabilities include creating, editing, previewing, and publishing scripts. Script designers can customize script layout, navigation, settings, and components like templates. Overall, Genesys Cloud scripting provides robust tools to create scripts that optimize agent workflows for different use cases.

Genesys Cloud's speech and text analytics features provide automated capabilities to gain insights into customer-agent conversations through sentiment analysis, topic trends, voice transcription, agent empathy analysis, interaction categories, digital transcripts, interaction overview, and more. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Key capabilities include analyzing 100% of interactions, discovering topics and phrases of interest, determining customer sentiment, evaluating agent empathy, categorizing interactions, transcribing calls, monitoring audio, and enhancing transcription with dictionary management. The platform enables businesses to uncover deep insights from conversations to boost customer experience.

Genesys Cloud's customer surveys allow contact center managers to invite customers to provide feedback about previous interactions. Create web or voice survey forms, flows to send surveys, and policies to determine when to send them. View completed survey results and metrics in the Quality Summary tab.

Genesys Cloud's Workforce Engagement Management (WEM) offering provides a comprehensive workforce optimization solution to drive results and employee satisfaction. Key capabilities include call and screen recording, quality management, performance management, speech and text analytics, workforce management, development and feedback modules, gamification, and web surveys. WEM simplifies the agent experience and helps organizations manage and improve contact center interactions. Specific features include recording ACD calls based on policies, evaluating agent interactions, automated analytics of conversations, configuring and managing the workforce, creating feedback modules, gamifying performance metrics, and surveying customers post-interaction. WEM provides deep insight into customer-agent conversations and helps drive agent performance and knowledge.

Genesys Cloud workforce management provides AI-powered forecasting to optimize employee scheduling aligned with business goals and enables self-service schedule flexibility for employees. Key capabilities include demand forecasting, automated schedule optimization, time-off requests, shift trades, real-time adherence tracking, and intraday schedule adaptation to align staffing to predicted workload, enable work-life balance through flexible schedules, and optimize operations through real-time visibility and adaptation. Genesys Cloud provides configuration of activity codes, work plans, schedules, and forecasts to optimize workforce management. Forecasting methods like Automatic Best Method and Import Forecast generate trends for workforce planning using historical data. Administrators can forecast workloads, create optimized schedules, manage time off requests, and enable shift trades between agents based on forecasts. The system evaluates requests against criteria to promote efficiency and overlays historical adherence data on schedules to improve accuracy. Genesys Cloud Workforce Management emphasizes tools for real-time adherence tracking, analyzing historical adherence, calculating shrinkage, and enabling agent self-service scheduling through capabilities like schedule forecasting and generation, shift trades, time-off requests, and data imports. APIs enable integration with other systems and resources like documentation, community forums, and the developer center provide additional support.