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Professional Development
Professional Development
Teams & Genesys Best Practices
14 questions
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- 1. Multiple Choice
What is the correct tag to get Leadership assistance in the Nesting Team?
@MyPerformanceSpecialist
@NestingSupport
@NestingLeadership
@VivintNesting
- 2. Multiple Choice
Which Aux Code should be used for team meetings?
Away - Personal
Available - Specialist
Training - New Hire - Uptraining
Meeting - Team Meeting
- 3. Multiple Choice
When should the "Off Queue" button be clicked?
Never
When switching into Meal or Break
At the end of my shift
When I need a moment off the phone
- 4. Multiple Choice
"Available"/Off Queue time in Genesys doesn't count against your metrics.
True
False
- 5. Multiple Choice
What do you need to have ready to call Advanced Issues? (Questions and Escalations)
Your Badge Number
The Service and Case Number
Managers Name
Brief Summary
Department Name
- 6. Multiple Choice
A template is necessary on every approval request
True
False
- 7. Multiple Choice
Where can you locate the approval templates?
Nesting General>Templates
CareGenie
Knowledge
Approvals?
- 8. Multiple Choice
When should you contact the Attendance Hotline if you know you will not make it in?
After my shift has started
I only need to contact my Performance Specialist
At least 2 hours prior to my shift start time
Who?
- 9. Multiple Choice
How early can you change your aux code before a meeting or coaching?
10 Minutes
5 Minutes
20 Minutes
15 Minutes
- 10. Multiple Choice
In the event that you need to call a customer back during high queue times (back to back calls), which aux should you use?
Away - Personal
Busy - Project
Available - Specialist
Busy - Outbound Call
- 11. Multiple Choice
The service number must be included when posting a question in Teams
True
False
- 12. Fill in the Blank
If you cannot call a customer back within ___ minutes of the call dropping, you must report it to your Leader!
- 13. Multiple Choice
In the event that you need to call a customer back during slow queue times (not back to back calls) what aux should you use?
Go off queue!
Call while in idle/waiting for a call
Away - Personal
Busy - Outbound
- 14. Multiple Choice
In which of the following scenarios would you NOT call the customer back?
Customer is escalated
Computer auto-rebooted
Customer intentionally hung up
bad call connection
- Answer choicesTagsAnswer choicesTags