Genesys Portal Trivia

An abstract representation of a digital communication platform, featuring chat icons, call symbols, and vibrant colors to reflect interaction and engagement.

Genesys Portal Knowledge Check

Test your knowledge about the Genesys Portal with this engaging quiz! Designed for individuals looking to enhance their understanding and ensure proper usage of the system, this quiz covers various aspects of the platform.

17 multiple choice and checkbox questions
Evaluate your skills and knowledge
Receive instant feedback on your answers

17 Questions4 MinutesCreated by EngagingCall200

To play disclosures properly (conference icon) the proper process is to click on conference icon (the middle icon with 3 heads), ensure ⭝ is selected and then search for the required disclosure

Yes

How to do an instant transfer (a cold transfer) to a colleague

Click on instant transfer (head icon with an arrow symbol), select the queue to transfer the call to and click on the phone icon below the selected department to complete the transfer

Click on conference icon (the middle icon with 3 heads), ensure ⭝ is selected and then search for the required disclosure

NAC_ON_000_EN_CLM New Automobile & NAC_ON_000_EN_CLM New Automobile

Claim Department Queues for ON

Centralized Resource Team Queue

CAC Department for ON

Accounting Department

This is the correct way to logout properly-

In the options below your name- select "Not Ready- Logout", then select the last option in the same menu which says "logout" and then click on the icon next to your name and select "Exit"

Close the Genesys tab and you will be logged out automatically

In the options below your name- select "Not Ready- Logout" and close Genesys tab

Disconnect your laptop from TD Remote Access and you will automatically logged out of Genesys

The proper way to consult with a colleague separately- With the client on the line, click on consult icon (the icon with 2 heads), choose the appropriate department and the customer will automatically be placed on hold while you talk to the other department separately

Yes

While talking to a customer and a colleague separately, you can toggle between both the calls by

Yes- by clicking on the "resume" button (phone icon with an arrow symbol) which appears on top for customers and on bottom for other department on call. To talk to the customer, press resume and the other department is automatically placed on hold and vice versa

No the system does not give access to place the customer and other colleague on hold and toggle between calls

Yes- but as soon I am done consulting with the other department I will have to disconnect the call and go back to the customer- I can go back to the customer with my colleague on a separate call

No- I can only add them in conference where we all can hear each other

To end the consult call and resume the call with the customer- you can end the consult call by clicking on the phone icon with a cross symbol (End Call) on the bottom screen and resume the call with the customer by clicking on resume button (phone icon with arrow symbol)on the top screen

Yes

To conference the call - click on the "consult" icon, click on the call button under the colleagues name and the call is now in conference. To complete the warm transfer click on "end call" to get back to your queue

Yes

Can I do an instant transfer to the team I am in consult with?

Yes- click on "Instant Transfer" Icon and the call will be passed to that team.

No- the system does not allow me perform this action

To ensure proper connection to the system- always check for the red dot on the tab and for the "recording" symbol on the top right corner of the tab

Yes

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Genesys Portal Trivia

Genesys Portal Knowledge Check

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