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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 dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent. Genesys Cloud ACD concepts include processing, flow, queue design, routing methods, and making rule-based decisions. Interaction routing is configured for each queue to indicate routing methods, assign queue members, and define capacity. Skills-based routing requires adding ACD skills and languages and assigning them to agents. Other features include email, callback, and SMS routing. Key capabilities include matching interactions to agents, configuring queue routing, and skills-based routing. Use cases include efficiently routing calls, chats, emails, and messages to available and qualified agents.

Genesys Cloud provides outbound dialing capabilities to automatically reach out to prospects and customers by dialing contact lists according to configurable rules. It supports various dialing modes and campaign types like lead generation, collections, and customer satisfaction surveys. The platform provides campaign management, contact list management, and tools to control outbound activities. Key features include call analysis to handle different interaction outcomes, rules to trigger actions during campaigns, wrap-up codes to categorize calls, scripts to guide agent interactions, and settings to configure global outbound parameters. Genesys Cloud also provides contact list, import template, do not call list, attempt control, time set, and call analysis response management to optimize outbound campaigns.

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 provides AI-powered forecasting, optimized employee scheduling, time-off and shift trade management, and real-time adherence tracking to align staffing with demand. Key capabilities include demand forecasting, automated schedule optimization, capacity planning, time-off requests and approvals, shift trades, real-time adherence monitoring, and historical adherence analysis. Use cases include predicting workload and staffing requirements, enabling work-life balance through self-service scheduling, adapting to intraday changes, and optimizing service levels. Activity codes define specific agent activities like meeting and training times. Work plans centralize shift rules, schedules, and activities into structured agent schedules. Work plans can be assigned to agents, rotated for variety, and bid on by agents. Forecasts leverage historical data and methods to enable efficient workforce planning. The main forecast is calculated nightly using the latest data and trends. Capacity planning shows staffing needs without schedules. Time-off management enables agent requests within set limits. Schedules can be generated automatically from forecasts or manually, adjusted in real-time, overlayed with historical data, and shifted via configurable trade rules. APIs, documentation, forums, and a developer center provide additional support.