Signal Floor flashcards

Five

Standard, predictive, bullseye, preferred, conditional.

ACD routing · Five routing methods

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Default

Standard.

ACD routing · Five routing methods

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Predictive fallback

Standard.

ACD routing · Five routing methods

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Preferred fallback

Standard, bullseye, or conditional.

ACD routing · Five routing methods

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All

Longest idle with every skill.

ACD routing · All skills, best available, or disregard

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Best

Top 100 longest idle, then proficiency.

ACD routing · All skills, best available, or disregard

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Disregard

Skills do not filter.

ACD routing · All skills, best available, or disregard

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7 days

Inactive agents drop out.

ACD routing · All skills, best available, or disregard

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60,000 ms

One conversation-score point.

ACD routing · Conversation score and priority score

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Priority score

Value first, time second.

ACD routing · Conversation score and priority score

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Cross queue

Priority-score queues take precedence.

ACD routing · Conversation score and priority score

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Do not inflate

If all priorities match, you bought nothing.

ACD routing · Conversation score and priority score

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Ring count

First instruction: five. Later steps and the overview: six. Confirm in the queue.

ACD routing · Bullseye rings widen the target

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2 seconds to 72 hours

The delay range.

ACD routing · Bullseye rings widen the target

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50 skills

The removal cap.

ACD routing · Bullseye rings widen the target

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Two styles

Lower proficiency groups, or remove skills.

ACD routing · Bullseye rings widen the target

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Member + On Queue

Both are required.

ACD routing · Preferred agents are tried first

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Skills

Not required for a preferred agent.

ACD routing · Preferred agents are tried first

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Utilization

Full means skip.

ACD routing · Preferred agents are tried first

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Email

Last-agent routing does not apply.

ACD routing · Preferred agents are tried first

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Three modes

Comparison, all interactions, 80/20 monitoring.

ACD routing · Predictive routing is a KPI model with a timeout

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80/20

Fixed.

ACD routing · Predictive routing is a KPI model with a timeout

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30 days

No traffic disables it.

ACD routing · Predictive routing is a KPI model with a timeout

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Fallback

Standard.

ACD routing · Predictive routing is a KPI model with a timeout

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Rule

KPI plus availability.

ACD routing · Conditional group routing borrows agents carefully

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Five

Maximum rules.

ACD routing · Conditional group routing borrows agents carefully

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Protect the donor

Do not steal a failing queue’s agents.

ACD routing · Conditional group routing borrows agents carefully

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Still ACD

On Queue and utilization remain.

ACD routing · Conditional group routing borrows agents carefully

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Defaults

1 call, 1 email, 1 callback, 4 chats, 4 messages, 4 workitems.

ACD routing · Utilization and Not Responding

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Alert

7–59 seconds, then Not Responding.

ACD routing · Utilization and Not Responding

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Auto answer

No alerting timeout. Audio alert remains.

ACD routing · Utilization and Not Responding

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Non-ACD

Excluded unless you opt in.

ACD routing · Utilization and Not Responding

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Bot

Faces the customer.

Genesys AI and bots · Two Architect bot types, plus Copilot beside the agent

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Copilot

Faces the agent.

Genesys AI and bots · Two Architect bot types, plus Copilot beside the agent

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CX 4

Where the overview places Copilot.

Genesys AI and bots · Two Architect bot types, plus Copilot beside the agent

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QA

STA plus a form, not a bot.

Genesys AI and bots · Two Architect bot types, plus Copilot beside the agent

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Example

Balance or branch.

Genesys AI and bots · Dialog Engine bot flows are voice and digital intents

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Action

Call Bot Flow.

Genesys AI and bots · Dialog Engine bot flows are voice and digital intents

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Intent

A branch in the inbound flow.

Genesys AI and bots · Dialog Engine bot flows are voice and digital intents

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Failure

A queue.

Genesys AI and bots · Dialog Engine bot flows are voice and digital intents

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Type

Digital Bot Flow.

Genesys AI and bots · Digital bot flows are a different call

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Action

Call Digital Bot Flow.

Genesys AI and bots · Digital bot flows are a different call

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Error queue

Still required.

Genesys AI and bots · Digital bot flows are a different call

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Human

Still required.

Genesys AI and bots · Digital bot flows are a different call

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No match

A path.

Genesys AI and bots · Every bot has a failure output to a queue

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Timeout

A path.

Genesys AI and bots · Every bot has a failure output to a queue

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Error

A path.

Genesys AI and bots · Every bot has a failure output to a queue

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Vendor

Confirm in product. Still draw the exit.

Genesys AI and bots · Every bot has a failure output to a queue

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Sources

Knowledge you maintain.

Genesys AI and bots · Agent Copilot assists the person who stayed on the interaction

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Panel

Transcript, script, next action.

Genesys AI and bots · Agent Copilot assists the person who stayed on the interaction

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Notes

Reason, resolution, possible wrap-up.

Genesys AI and bots · Agent Copilot assists the person who stayed on the interaction

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Transfer

Help can remain. Digits still must not.

Genesys AI and bots · Agent Copilot assists the person who stayed on the interaction

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30

Named allotment on the overview.

Genesys AI and bots · Tokens are a published allotment, and a FAQ ratio you re-read

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39

Concurrent allotment.

Genesys AI and bots · Tokens are a published allotment, and a FAQ ratio you re-read

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20

FAQ’s evaluations per scoring token. Re-read.

Genesys AI and bots · Tokens are a published allotment, and a FAQ ratio you re-read

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Bots

No invented token price.

Genesys AI and bots · Tokens are a published allotment, and a FAQ ratio you re-read

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GPE & GPR

Course 17671. One exam.

Genesys AI and bots · The AI exams are named on the catalog, one exam each

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Digital bots

Course 18174. One exam.

Genesys AI and bots · The AI exams are named on the catalog, one exam each

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STA

A specialist row.

Genesys AI and bots · The AI exams are named on the catalog, one exam each

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Codes

No invented GCX- prefix.

Genesys AI and bots · The AI exams are named on the catalog, one exam each

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Explorer

Does not send.

Platform APIs · The Developer Center is the map. This lab is not a client.

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Illustration

Not a capture.

Platform APIs · The Developer Center is the map. This lab is not a client.

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Host

Only US East is printed here.

Platform APIs · The Developer Center is the map. This lab is not a client.

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Secret

Never in the browser sample.

Platform APIs · The Developer Center is the map. This lab is not a client.

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Service

Client credentials.

Platform APIs · Pick the grant that matches who the call runs as

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User

Authorization code.

Platform APIs · Pick the grant that matches who the call runs as

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SSO

SAML2 Bearer.

Platform APIs · Pick the grant that matches who the call runs as

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Implicit

Deprecated after 25 May 2026.

Platform APIs · Pick the grant that matches who the call runs as

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Basic

Id and secret at the login host.

Platform APIs · Client credentials have no user, so users/me is the wrong call

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Bearer

The API host.

Platform APIs · Client credentials have no user, so users/me is the wrong call

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users/me

Wrong grant.

Platform APIs · Client credentials have no user, so users/me is the wrong call

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Subset

No privilege escalation.

Platform APIs · Client credentials have no user, so users/me is the wrong call

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Date

25 May 2026 on the article.

Platform APIs · Implicit grant is a migration, not a new design

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User

Code and PKCE.

Platform APIs · Implicit grant is a migration, not a new design

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Service

Client credentials.

Platform APIs · Implicit grant is a migration, not a new design

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Inventory

Including partners.

Platform APIs · Implicit grant is a migration, not a new design

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US East

login.mypurecloud.com / api.mypurecloud.com.

Platform APIs · Login host and API host are a pair you look up

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US West

login.usw2.pure.cloud. Confirm the API host.

Platform APIs · Login host and API host are a pair you look up

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FedRAMP

login.use2.us-gov-pure.cloud. Confirm the API host.

Platform APIs · Login host and API host are a pair you look up

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Satellite

Not an org home.

Platform APIs · Login host and API host are a pair you look up

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Pair

Role plus division.

Platform APIs · Role and division pairs are the real permission

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All

Org-wide, on purpose.

Platform APIs · Role and division pairs are the real permission

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Home

Cannot be deleted.

Platform APIs · Role and division pairs are the real permission

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Creator

Caps the client.

Platform APIs · Role and division pairs are the real permission

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Client

Its own OAuth client.

Platform APIs · SCIM and other directory sync still start with an OAuth client

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Roles

Provision, not everything.

Platform APIs · SCIM and other directory sync still start with an OAuth client

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Secret

A vault.

Platform APIs · SCIM and other directory sync still start with an OAuth client

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After

Queues and On Queue.

Platform APIs · SCIM and other directory sync still start with an OAuth client

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200

Maximum flow name length.

Architect flows · The flow types on the Architect home page

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Per type

Names are unique inside a type only.

Architect flows · The flow types on the Architect home page

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Tabs

Call, message, email, chat, bot, in-queue, secure, workflow, survey, and others.

Architect flows · The flow types on the Architect home page

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Refresh

Creation lag is expected.

Architect flows · The flow types on the Architect home page

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Actions

Play, collect, decide, transfer, dip, disconnect.

Architect flows · Tasks, menus, and a way out

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Exit

Queue, bot, or disconnect.

Architect flows · Tasks, menus, and a way out

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Secure

Blind transfer, not consultation VXML.

Architect flows · Tasks, menus, and a way out

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Data dip

A first-class Architect idea.

Architect flows · Tasks, menus, and a way out

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Publish

The default call flow is inert until then.

Architect flows · In-queue flows are the hold experience

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No menus

In-queue call flows are tasks and states, not menus.

Architect flows · In-queue flows are the hold experience

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Email

No built-in default. Inbound response launches it.

Architect flows · In-queue flows are the hold experience

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Republish

Edits do not ride the last publish.

Architect flows · In-queue flows are the hold experience

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Data action

A call out of the flow.

Architect flows · Data actions and participant data

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Participant data

What the agent is allowed to see.

Architect flows · Data actions and participant data

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Salesforce auth

Client credentials, not username-password.

Architect flows · Data actions and participant data

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Failure branch

Required. The caller will not wait politely.

Architect flows · Data actions and participant data

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Type

Common module is its own tab.

Architect flows · Common modules are how you stop copying tasks

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Inputs

Pass the queue. Do not hide it.

Architect flows · Common modules are how you stop copying tasks

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Uniqueness

Inside the common-module type.

Architect flows · Common modules are how you stop copying tasks

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In-queue

No reusable tasks there.

Architect flows · Common modules are how you stop copying tasks

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Purpose

Hide a sensitive entry from recording and from the agent.

Architect flows · Secure call flows keep digits away from the recording

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Blind

Not a consultation VXML transfer.

Architect flows · Secure call flows keep digits away from the recording

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Do not log

Participant data would leak the digits.

Architect flows · Secure call flows keep digits away from the recording

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Policy

Still decides whether the rest of the call is recorded.

Architect flows · Secure call flows keep digits away from the recording

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Two bot types

Dialog Engine and digital.

Architect flows · Call a bot from the inbound flow

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Call action

Match the action to the type.

Architect flows · Call a bot from the inbound flow

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Failure

Always a queue.

Architect flows · Call a bot from the inbound flow

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Insights

After publish, read what ran.

Architect flows · Call a bot from the inbound flow

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Save

Draft.

Architect flows · Publish, division, and Flow Insights

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Publish

Runtime version.

Architect flows · Publish, division, and Flow Insights

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Route

What actually invokes it.

Architect flows · Publish, division, and Flow Insights

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Division

Who is allowed to see it.

Architect flows · Publish, division, and Flow Insights

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You bring

The carrier contract.

BYOC Cloud and SIP trunks · BYOC Cloud is your carrier, Genesys’ media

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Public

Address and ports.

BYOC Cloud and SIP trunks · BYOC Cloud is your carrier, Genesys’ media

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RTP

Across the internet.

BYOC Cloud and SIP trunks · BYOC Cloud is your carrier, Genesys’ media

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Emergency

Not copied from GCV.

BYOC Cloud and SIP trunks · BYOC Cloud is your carrier, Genesys’ media

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Two types

Carrier and PBX.

BYOC Cloud and SIP trunks · Carrier trunks and PBX trunks

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Three carrier subtypes

Generic, Verizon, WhatsApp Business Calling.

BYOC Cloud and SIP trunks · Carrier trunks and PBX trunks

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Base first

Advanced only when required.

BYOC Cloud and SIP trunks · Carrier trunks and PBX trunks

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Message flow

A different object from the WhatsApp calling trunk.

BYOC Cloud and SIP trunks · Carrier trunks and PBX trunks

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Order

Location, trunk, route, plans.

BYOC Cloud and SIP trunks · The quick-start order

Sources and go deeper

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DCVP

For new trunks.

BYOC Cloud and SIP trunks · The quick-start order

Sources and go deeper

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Assign

Default routes are not finished.

BYOC Cloud and SIP trunks · The quick-start order

Sources and go deeper

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Location

Not optional.

BYOC Cloud and SIP trunks · The quick-start order

Sources and go deeper

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Test first

A new trunk.

BYOC Cloud and SIP trunks · Dynamic Cloud Voice is the current platform

Sources and go deeper

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ACL

Egress ranges.

BYOC Cloud and SIP trunks · Dynamic Cloud Voice is the current platform

Sources and go deeper

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Trust

Amazon root CAs and ciphers.

BYOC Cloud and SIP trunks · Dynamic Cloud Voice is the current platform

Sources and go deeper

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Then toggle

High capacity outbound, then ingress targets.

BYOC Cloud and SIP trunks · Dynamic Cloud Voice is the current platform

Sources and go deeper

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200

Plans per site.

BYOC Cloud and SIP trunks · Number plans classify what people dial

Sources and go deeper

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DID

No custom plan required for basic routing.

BYOC Cloud and SIP trunks · Number plans classify what people dial

Sources and go deeper

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988

Default plan to +18002738255. Re-read before you depend on it.

BYOC Cloud and SIP trunks · Number plans classify what people dial

Sources and go deeper

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Normalize

Intra-country and inter-country. Not digit length.

BYOC Cloud and SIP trunks · Number plans classify what people dial

Sources and go deeper

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200 OK

Dialog, not audio.

BYOC Cloud and SIP trunks · Watch the trunk, not only the flow

Sources and go deeper

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Monitor page

Cloud media.

BYOC Cloud and SIP trunks · Watch the trunk, not only the flow

Sources and go deeper

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Far end

ACL, CA, ingress.

BYOC Cloud and SIP trunks · Watch the trunk, not only the flow

Sources and go deeper

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Insights

The flow can be innocent.

BYOC Cloud and SIP trunks · Watch the trunk, not only the flow

Sources and go deeper

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GCV

Genesys is the carrier. Read the region and country tables.

BYOC Cloud and SIP trunks · Genesys Cloud Voice is the other door

Sources and go deeper

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BYOC

You are the carrier’s customer.

BYOC Cloud and SIP trunks · Genesys Cloud Voice is the other door

Sources and go deeper

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Emergency

Does not cross over by itself.

BYOC Cloud and SIP trunks · Genesys Cloud Voice is the other door

Sources and go deeper

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Features

CX voice features are not the same decision as the trunk.

BYOC Cloud and SIP trunks · Genesys Cloud Voice is the other door

Sources and go deeper

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Listing

A candidate.

AppFoundry and CRM · AppFoundry is the marketplace, not a feature you assume is installed

Sources and go deeper

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Install

The moment it exists.

AppFoundry and CRM · AppFoundry is the marketplace, not a feature you assume is installed

Sources and go deeper

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Client

Scope it.

AppFoundry and CRM · AppFoundry is the marketplace, not a feature you assume is installed

Sources and go deeper

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Unknown CRM

Marketplace, not fiction.

AppFoundry and CRM · AppFoundry is the marketplace, not a feature you assume is installed

Sources and go deeper

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Embed

Pop, dial, log.

AppFoundry and CRM · Genesys Cloud for Salesforce is a documented embed

Sources and go deeper

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Assist

As the page states.

AppFoundry and CRM · Genesys Cloud for Salesforce is a documented embed

Sources and go deeper

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Data action

Separate OAuth.

AppFoundry and CRM · Genesys Cloud for Salesforce is a documented embed

Sources and go deeper

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Schema

Yours to map.

AppFoundry and CRM · Genesys Cloud for Salesforce is a documented embed

Sources and go deeper

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Leave

Username and password.

AppFoundry and CRM · Salesforce data actions move to OAuth client credentials

Sources and go deeper

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Bring

Key, secret, My Domain.

AppFoundry and CRM · Salesforce data actions move to OAuth client credentials

Sources and go deeper

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Keep

The action body, then re-test.

AppFoundry and CRM · Salesforce data actions move to OAuth client credentials

Sources and go deeper

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Other page

CX Cloud OAuth settings.

AppFoundry and CRM · Salesforce data actions move to OAuth client credentials

Sources and go deeper

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Source

The Zendesk article.

AppFoundry and CRM · Zendesk has its own about page, with a similar embed idea

Sources and go deeper

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Not

The Salesforce My Domain steps.

AppFoundry and CRM · Zendesk has its own about page, with a similar embed idea

Sources and go deeper

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Client

If it calls the API.

AppFoundry and CRM · Zendesk has its own about page, with a similar embed idea

Sources and go deeper

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Gap

Say unconfirmed.

AppFoundry and CRM · Zendesk has its own about page, with a similar embed idea

Sources and go deeper

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Unknown

No invented list.

AppFoundry and CRM · Dynamics, ServiceNow, and the rest stay on the marketplace

Sources and go deeper

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Build

OAuth and data actions.

AppFoundry and CRM · Dynamics, ServiceNow, and the rest stay on the marketplace

Sources and go deeper

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Timeout

The call continues.

AppFoundry and CRM · Dynamics, ServiceNow, and the rest stay on the marketplace

Sources and go deeper

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Cite

A page you opened.

AppFoundry and CRM · Dynamics, ServiceNow, and the rest stay on the marketplace

Sources and go deeper

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Timeout

Then queue.

AppFoundry and CRM · A CRM failure is not an ACD failure

Sources and go deeper

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Status

Name the CRM.

AppFoundry and CRM · A CRM failure is not an ACD failure

Sources and go deeper

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403

Check the division pair.

AppFoundry and CRM · A CRM failure is not an ACD failure

Sources and go deeper

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Pop

Can fail while ACD works.

AppFoundry and CRM · A CRM failure is not an ACD failure

Sources and go deeper

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Path

Entry, flow, queue, agent.

Ecosystem · The conversation crosses a short list of systems

Sources and go deeper

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Neighbors

WEM, CRM, AI.

Ecosystem · The conversation crosses a short list of systems

Sources and go deeper

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Packages

CX 1 through CX 4.

Ecosystem · The conversation crosses a short list of systems

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Toggles

A picture, not a switch on your org.

Ecosystem · The conversation crosses a short list of systems

Sources and go deeper

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WFM

Schedules.

Ecosystem · WFM, QM, E911, analytics, CRM, and bots are sisters

Sources and go deeper

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QM

Forms and recordings.

Ecosystem · WFM, QM, E911, analytics, CRM, and bots are sisters

Sources and go deeper

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E911

A tested route.

Ecosystem · WFM, QM, E911, analytics, CRM, and bots are sisters

Sources and go deeper

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Glossary

A pointer, not the law.

Ecosystem · WFM, QM, E911, analytics, CRM, and bots are sisters

Sources and go deeper

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Two links

Cisco and Genesys.

Ecosystem · The Cisco bridge is a translation, with both citations showing

Sources and go deeper

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Caps

Stay on their own page.

Ecosystem · The Cisco bridge is a translation, with both citations showing

Sources and go deeper

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Webex

Attach or abstain.

Ecosystem · The Cisco bridge is a translation, with both citations showing

Sources and go deeper

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CUCM

Still the PBX.

Ecosystem · The Cisco bridge is a translation, with both citations showing

Sources and go deeper

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GC-GCP

Professional. One exam.

Ecosystem · Read the catalog by name, then the announcement

Sources and go deeper

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GC-GCD

Developer. One exam.

Ecosystem · Read the catalog by name, then the announcement

Sources and go deeper

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Specialists

Names, not invented codes.

Ecosystem · Read the catalog by name, then the announcement

Sources and go deeper

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Announcement

Webcam and practice. Re-read.

Ecosystem · Read the catalog by name, then the announcement

Sources and go deeper

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Object

Name it.

Ecosystem · Interview answers cite a page, not a vibe

Sources and go deeper

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Limit

Or look it up.

Ecosystem · Interview answers cite a page, not a vibe

Sources and go deeper

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Cite

A real article.

Ecosystem · Interview answers cite a page, not a vibe

Sources and go deeper

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Abstain

EOL, unconfirmed CRMs, Webex.

Ecosystem · Interview answers cite a page, not a vibe

Sources and go deeper

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Prices

Link only.

Ecosystem · What this lab will not invent

Sources and go deeper

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IPs

Current article only.

Ecosystem · What this lab will not invent

Sources and go deeper

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Codes

Catalog only.

Ecosystem · What this lab will not invent

Sources and go deeper

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Conflict

The live page wins.

Ecosystem · What this lab will not invent

Sources and go deeper

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Door

SIP trunks to the Genesys media tier.

Ecosystem · The telephony door this lab can cite is BYOC, not a word the page did not use

Sources and go deeper

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Word

CPaaS is the classroom’s, not the article’s.

Ecosystem · The telephony door this lab can cite is BYOC, not a word the page did not use

Sources and go deeper

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Premises

A different Edge path.

Ecosystem · The telephony door this lab can cite is BYOC, not a word the page did not use

Sources and go deeper

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Market

AppFoundry lists categories. It does not configure them.

Ecosystem · The telephony door this lab can cite is BYOC, not a word the page did not use

Sources and go deeper

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Maintenance

The Salesforce about page, from 23 March 2026.

Ecosystem · Salesforce and Zendesk are the embeds this lab opened

Sources and go deeper

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Retirement

28 February 2028, on the deprecation table.

Ecosystem · Salesforce and Zendesk are the embeds this lab opened

Sources and go deeper

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Paths

CX Cloud, or Genesys Cloud without that CTI.

Ecosystem · Salesforce and Zendesk are the embeds this lab opened

Sources and go deeper

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Zendesk

A separate article. No date copied across.

Ecosystem · Salesforce and Zendesk are the embeds this lab opened

Sources and go deeper

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Dialog Engine

The Architect bot.

Ecosystem · A bot, a Virtual Agent, and Copilot are three assists

Sources and go deeper

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Virtual Agent

Genesys AI on voice and digital bot flows.

Ecosystem · A bot, a Virtual Agent, and Copilot are three assists

Sources and go deeper

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Copilot

The person’s panel.

Ecosystem · A bot, a Virtual Agent, and Copilot are three assists

Sources and go deeper

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Tokens

Read the metering article. Do not invent a rate.

Ecosystem · A bot, a Virtual Agent, and Copilot are three assists

Sources and go deeper

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Journey Outcomes

Planned 29 June 2026.

Ecosystem · Future hooks are dates on announcements, not a roadmap this lab invented

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Customer Outcomes

Described as under development. No date added here.

Ecosystem · Future hooks are dates on announcements, not a roadmap this lab invented

Sources and go deeper

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Salesforce CTI

Planned 28 February 2028.

Ecosystem · Future hooks are dates on announcements, not a roadmap this lab invented

Sources and go deeper

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Hook

A page, a printed date, and a re-open note.

Ecosystem · Future hooks are dates on announcements, not a roadmap this lab invented

Sources and go deeper

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Group

Share phones and trunks.

The Edge and BYOC Premises · The premises Edge is the local media hop

Sources and go deeper

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Inherit

The Edge takes the group’s phone trunks.

The Edge and BYOC Premises · The premises Edge is the local media hop

Sources and go deeper

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Cloud vs premises

AWS versus an Edge.

The Edge and BYOC Premises · The premises Edge is the local media hop

Sources and go deeper

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Emergency

Still your carrier if the trunk is BYOC.

The Edge and BYOC Premises · The premises Edge is the local media hop

Sources and go deeper

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Same site

The preferred path.

The Edge and BYOC Premises · Local site routing stays home until it cannot

Sources and go deeper

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Three exceptions

Offline, capacity, missing resource.

The Edge and BYOC Premises · Local site routing stays home until it cannot

Sources and go deeper

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Low latency

What a group is for.

The Edge and BYOC Premises · Local site routing stays home until it cannot

Sources and go deeper

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Plans

Live on the site.

The Edge and BYOC Premises · Local site routing stays home until it cannot

Sources and go deeper

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Inherit

Confirm it.

The Edge and BYOC Premises · Phone trunks, WebRTC, and inherit

Sources and go deeper

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Pin

An override with a reason.

The Edge and BYOC Premises · Phone trunks, WebRTC, and inherit

Sources and go deeper

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WebRTC

A phone trunk.

The Edge and BYOC Premises · Phone trunks, WebRTC, and inherit

Sources and go deeper

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Test

Both Edges.

The Edge and BYOC Premises · Phone trunks, WebRTC, and inherit

Sources and go deeper

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Three exceptions

Offline, capacity, missing resource.

The Edge and BYOC Premises · When the local Edge is offline

Sources and go deeper

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Cloud path

Independent of the Edge.

The Edge and BYOC Premises · When the local Edge is offline

Sources and go deeper

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Nowhere to go

The other site must hold the resource.

The Edge and BYOC Premises · When the local Edge is offline

Sources and go deeper

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Steady state

Overflow should not be normal.

The Edge and BYOC Premises · When the local Edge is offline

Sources and go deeper

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Per number

Name the model.

The Edge and BYOC Premises · Choose Cloud, Premises, or both

Sources and go deeper

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Cloud

Public carrier, internet RTP.

The Edge and BYOC Premises · Choose Cloud, Premises, or both

Sources and go deeper

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Premises

Edge, local trunks.

The Edge and BYOC Premises · Choose Cloud, Premises, or both

Sources and go deeper

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GCV

Genesys is the carrier.

The Edge and BYOC Premises · Choose Cloud, Premises, or both

Sources and go deeper

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WebRTC

A phone trunk.

The Edge and BYOC Premises · A browser phone is still a network endpoint

Sources and go deeper

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Path

VPN, split, or local. Choose.

The Edge and BYOC Premises · A browser phone is still a network endpoint

Sources and go deeper

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Console

Edge or cloud media.

The Edge and BYOC Premises · A browser phone is still a network endpoint

Sources and go deeper

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Flow last

If signaling is already fine.

The Edge and BYOC Premises · A browser phone is still a network endpoint

Sources and go deeper

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Group

Low latency.

The Edge and BYOC Premises · Premises turn-up checklist

Sources and go deeper

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Inherit

Every Edge.

The Edge and BYOC Premises · Premises turn-up checklist

Sources and go deeper

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Site

Trunk, plans, location.

The Edge and BYOC Premises · Premises turn-up checklist

Sources and go deeper

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Two tests

Edge down, and a cloud DID.

The Edge and BYOC Premises · Premises turn-up checklist

Sources and go deeper

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Warning

BYOC emergency is not Genesys’ service.

Numbers and emergency calling · Name the emergency owner before the DID

Sources and go deeper

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No copy

GCV records do not move to the BYOC carrier.

Numbers and emergency calling · Name the emergency owner before the DID

Sources and go deeper

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Internet

Power and broadband can remove the path.

Numbers and emergency calling · Name the emergency owner before the DID

Sources and go deeper

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Configure

Number plan and emergency route.

Numbers and emergency calling · Name the emergency owner before the DID

Sources and go deeper

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911 and 933

US and Canada defaults.

Numbers and emergency calling · Emergency is a classification and a route

Sources and go deeper

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142

Swiss example.

Numbers and emergency calling · Emergency is a classification and a route

Sources and go deeper

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Route

Still required.

Numbers and emergency calling · Emergency is a classification and a route

Sources and go deeper

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988

Default destination is documented. Re-read it.

Numbers and emergency calling · Emergency is a classification and a route

Sources and go deeper

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Physical

Not a nickname.

Numbers and emergency calling · The location is a physical place

Sources and go deeper

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Carrier

You send it for BYOC.

Numbers and emergency calling · The location is a physical place

Sources and go deeper

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Site

Attaches the location.

Numbers and emergency calling · The location is a physical place

Sources and go deeper

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Door test

Could someone find it.

Numbers and emergency calling · The location is a physical place

Sources and go deeper

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Row

DID, toll-free, domestic, international.

Numbers and emergency calling · Voice coverage is a table, not a promise

Sources and go deeper

Each link was opened for this lab. Last checked 2026-10. A confirm flag means the lab could not verify that link.

FedRAMP

US voice services.

Numbers and emergency calling · Voice coverage is a table, not a promise

Sources and go deeper

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ESR

Boundary is the commitment.

Numbers and emergency calling · Voice coverage is a table, not a promise

Sources and go deeper

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Coming

Stay coming until the page changes.

Numbers and emergency calling · Voice coverage is a table, not a promise

Sources and go deeper

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Intra-country

Adds the country code.

Numbers and emergency calling · Normalize toward E.164 on purpose

Sources and go deeper

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Extension

No rewrite.

Numbers and emergency calling · Normalize toward E.164 on purpose

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E.164 list

Plus required, no rewrite.

Numbers and emergency calling · Normalize toward E.164 on purpose

Sources and go deeper

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Twice

Possible, and often a bug.

Numbers and emergency calling · Normalize toward E.164 on purpose

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Simulator

First.

Numbers and emergency calling · Test emergency like a change, not like a demo

Sources and go deeper

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Carrier

Owns the live method.

Numbers and emergency calling · Test emergency like a change, not like a demo

Sources and go deeper

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Outage

Write the broadband-down action.

Numbers and emergency calling · Test emergency like a change, not like a demo

Sources and go deeper

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Log

Model, route, result.

Numbers and emergency calling · Test emergency like a change, not like a demo

Sources and go deeper

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Volume

Interactions offered.

Workforce and forecasting · A forecast is a WFM plan for interactions, not a routing method

Sources and go deeper

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AHT

Talk, hold, and after call work.

Workforce and forecasting · A forecast is a WFM plan for interactions, not a routing method

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Permissions

Forecast, plus two analytics views.

Workforce and forecasting · A forecast is a WFM plan for interactions, not a routing method

Sources and go deeper

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Not routing

A forecast does not pick the agent.

Workforce and forecasting · A forecast is a WFM plan for interactions, not a routing method

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Short-term

Up to six weeks, can schedule.

Workforce and forecasting · Short-term weeks can schedule. Long-term weeks cannot

Sources and go deeper

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Long-term

Seasonality, cannot schedule.

Workforce and forecasting · Short-term weeks can schedule. Long-term weeks cannot

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List

26 weeks each way, then search.

Workforce and forecasting · Short-term weeks can schedule. Long-term weeks cannot

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Checkbox

Available for Schedule.

Workforce and forecasting · Short-term weeks can schedule. Long-term weeks cannot

Sources and go deeper

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Window

26 weeks back, 104 ahead, 130 from the start.

Workforce and forecasting · Four creation methods, and a 130-week outer limit

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Automatic

Available history.

Workforce and forecasting · Four creation methods, and a 130-week outer limit

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Eight days

Source-data import.

Workforce and forecasting · Four creation methods, and a 130-week outer limit

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Six-week file

Finished short-term import.

Workforce and forecasting · Four creation methods, and a 130-week outer limit

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Short-term

15, 30, or 60 minutes.

Workforce and forecasting · The editor shows history as read-only lines

Sources and go deeper

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Long-term

Daily or weekly.

Workforce and forecasting · The editor shows history as read-only lines

Sources and go deeper

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Lines

History, read-only.

Workforce and forecasting · The editor shows history as read-only lines

Sources and go deeper

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Zoom

Drag, then click outside.

Workforce and forecasting · The editor shows history as read-only lines

Sources and go deeper

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Overlap

Short-term weeks must cover the schedule.

Workforce and forecasting · The schedule has to sit inside the short-term weeks

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Six

The generation maximum.

Workforce and forecasting · The schedule has to sit inside the short-term weeks

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One

Per business unit at a time.

Workforce and forecasting · The schedule has to sit inside the short-term weeks

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Shared load

Adjust the forecast by hand.

Workforce and forecasting · The schedule has to sit inside the short-term weeks

Sources and go deeper

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Intraday

Forecast versus actual.

Workforce and forecasting · Use the forecast, then go back to the floor

Sources and go deeper

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Read-only

Historic graph lines.

Workforce and forecasting · Use the forecast, then go back to the floor

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Adherence

WFM track.

Workforce and forecasting · Use the forecast, then go back to the floor

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Alert

Still the queue.

Workforce and forecasting · Use the forecast, then go back to the floor

Sources and go deeper

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CX 1

Voice package: inbound and outbound voice, secure IVR, callbacks, campaigns.

Foundations · What Genesys Cloud CX is

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CX 3

Adds WEM and voice transcription minutes on top of CX 1 and CX 2.

Foundations · What Genesys Cloud CX is

Sources and go deeper

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CX 4 tokens

30 named, 39 concurrent, as published on the overview.

Foundations · What Genesys Cloud CX is

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Old matrix

A dated PDF is not the source for the current CX 4 description.

Foundations · What Genesys Cloud CX is

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Core vs satellite

Core hosts the org. Satellite hosts media paths and cannot be the org region.

Foundations · Core regions and satellite media

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US East login

https://login.mypurecloud.com for us-east-1.

Foundations · Core regions and satellite media

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US West login

https://login.usw2.pure.cloud for us-west-2.

Foundations · Core regions and satellite media

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Voice coverage

Read the Genesys Cloud Voice region article before you promise numbers.

Foundations · Core regions and satellite media

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SIP

RFC 3261. Session setup, not the audio packets.

Foundations · SIP, RTP, and what the trunk is doing

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RTP

RFC 3550. The audio stream.

Foundations · SIP, RTP, and what the trunk is doing

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SRTP

RFC 3711. Encrypted RTP.

Foundations · SIP, RTP, and what the trunk is doing

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DTMF

RFC 4733 telephone events, when digits must not depend on in-band audio.

Foundations · SIP, RTP, and what the trunk is doing

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Queue

The waiting line. Unique name, no special characters, 5,000 members.

Foundations · What ACD is before you name a queue

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On Queue

The status that makes an agent eligible for ACD work.

Foundations · What ACD is before you name a queue

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Routing method

Standard, predictive, bullseye, preferred, or conditional group.

Foundations · What ACD is before you name a queue

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Alerting

7 to 59 seconds on voice, then Not Responding.

Foundations · What ACD is before you name a queue

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In-queue call

A default exists. It does nothing until you publish it.

Foundations · Digital conversations beside voice

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In-queue email

No built-in default. Create the flow.

Foundations · Digital conversations beside voice

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Default voice cap

One call.

Foundations · Digital conversations beside voice

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Default message cap

Up to four messages.

Foundations · Digital conversations beside voice

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Home

Always present. Cannot be deleted. Objects can move.

Foundations · Divisions, before roles get complicated

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Move, not copy

A queue belongs to one division.

Foundations · Divisions, before roles get complicated

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Role + division

That pair is what lets a user see the objects.

Foundations · Divisions, before roles get complicated

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Transactional

Conversations and recordings carry division context too.

Foundations · Divisions, before roles get complicated

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Catalog header

GC-GCP professional, GC-GCD developer.

Foundations · How to read a Genesys page without inventing the rest

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Do not invent codes

Specialist names are cited. Extra codes are not.

Foundations · How to read a Genesys page without inventing the rest

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Client credentials

Not a user. /api/v2/users/me is out of scope for that token.

Foundations · How to read a Genesys page without inventing the rest

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Fair use

Link the policy. Do not freeze a price in a lesson.

Foundations · How to read a Genesys page without inventing the rest

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Order

Location, trunk, outbound route, number plan.

Foundations · Prerequisites before the first trunk

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DCVP

Use it for new BYOC Cloud trunks.

Foundations · Prerequisites before the first trunk

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Public address

The carrier or PBX must be reachable.

Foundations · Prerequisites before the first trunk

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Emergency warning

BYOC emergency is your carrier’s service, not Genesys’.

Foundations · Prerequisites before the first trunk

Sources and go deeper

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Rebuild

The default.

Migration · Nothing imports your old routing by magic

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Studio

A map, not a converter.

Migration · Nothing imports your old routing by magic

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Journey

Sentences first.

Migration · Nothing imports your old routing by magic

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Publish

Or it does not run.

Migration · Nothing imports your old routing by magic

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Strategy

Behavior, not a file format.

Migration · Engage and PureConnect become flows and queues

Sources and go deeper

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Queues

Recreated.

Migration · Engage and PureConnect become flows and queues

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Date

A Genesys notice.

Migration · Engage and PureConnect become flows and queues

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WEM

Its own workstream.

Migration · Engage and PureConnect become flows and queues

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Menu

Architect tasks.

Migration · IVR becomes Architect tasks, menus, and audio

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Hold

Published in-queue flow.

Migration · IVR becomes Architect tasks, menus, and audio

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Dip

Data action plus failure.

Migration · IVR becomes Architect tasks, menus, and audio

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Cisco

Source of the old behavior only.

Migration · IVR becomes Architect tasks, menus, and audio

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Members

Who may answer.

Migration · UCCE skill groups and precision queues are not Genesys queues

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Skills

What they must match.

Migration · UCCE skill groups and precision queues are not Genesys queues

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Rings

Up to five.

Migration · UCCE skill groups and precision queues are not Genesys queues

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Analogy

Not a converter.

Migration · UCCE skill groups and precision queues are not Genesys queues

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Script

Architect.

Migration · UCCX is a smaller center with the same rebuild rule

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CSQ

Queue.

Migration · UCCX is a smaller center with the same rebuild rule

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Desktop

Workspace or a cited embed.

Migration · UCCX is a smaller center with the same rebuild rule

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Test

Before the trunk cut.

Migration · UCCX is a smaller center with the same rebuild rule

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Cluster

Stays until you remove it.

Migration · CUCM stays. BYOC is the door, not a replacement cluster.

Sources and go deeper

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Cloud

BYOC and DCVP.

Migration · CUCM stays. BYOC is the door, not a replacement cluster.

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Edge

If phones are local.

Migration · CUCM stays. BYOC is the door, not a replacement cluster.

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Emergency

A real test, not a guess.

Migration · CUCM stays. BYOC is the door, not a replacement cluster.

Sources and go deeper

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Blank

Better than a bad link.

Migration · Webex is a neighbor, not a page this lab pretends to summarize

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Door

BYOC or Edge.

Migration · Webex is a neighbor, not a page this lab pretends to summarize

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Flows

Rebuilt.

Migration · Webex is a neighbor, not a page this lab pretends to summarize

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Week

Re-read both sides.

Migration · Webex is a neighbor, not a page this lab pretends to summarize

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Lab

First call.

Migration · Cut over one number, then the queue, then the people

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Emergency

Before the DID.

Migration · Cut over one number, then the queue, then the people

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One number

Then the rest.

Migration · Cut over one number, then the queue, then the people

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Rollback

A person and a clock.

Migration · Cut over one number, then the queue, then the people

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Org home

One core region and its login URL.

Organization and licensing · Place the organization in a core region

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Satellite

Media and recordings, not the org.

Organization and licensing · Place the organization in a core region

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GCV

Separate availability table.

Organization and licensing · Place the organization in a core region

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FedRAMP

A different login host and US-only voice.

Organization and licensing · Place the organization in a core region

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Pair

Role plus division, not role alone.

Organization and licensing · Roles are permission lists paired with divisions

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Subset

An OAuth client cannot exceed its creator.

Organization and licensing · Roles are permission lists paired with divisions

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/users/me

Needs a user token.

Organization and licensing · Roles are permission lists paired with divisions

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Implicit

Deprecated after 25 May 2026 in the OAuth article.

Organization and licensing · Roles are permission lists paired with divisions

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30 minutes

Shorter peaks are ignored.

Organization and licensing · Named licenses and the concurrent peak

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One org

Do not sum peaks across orgs.

Organization and licensing · Named licenses and the concurrent peak

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Highest level

The priciest assignment in the period wins.

Organization and licensing · Named licenses and the concurrent peak

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Fair use

Monthly pool, no rollover. Read the live table.

Organization and licensing · Named licenses and the concurrent peak

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CX 1

Voice.

Organization and licensing · Pick CX 1, CX 2, CX 3, or CX 4 on purpose

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CX 2

Digital and quality.

Organization and licensing · Pick CX 1, CX 2, CX 3, or CX 4 on purpose

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CX 3

WEM and transcription minutes.

Organization and licensing · Pick CX 1, CX 2, CX 3, or CX 4 on purpose

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Copilot

Knowledge, transcript, scripts, next best action, forms, notes.

Organization and licensing · Pick CX 1, CX 2, CX 3, or CX 4 on purpose

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5,000

Members per queue.

Organization and licensing · People, queues, and the 5,000 member line

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Three joins

User, division grant, queue membership.

Organization and licensing · People, queues, and the 5,000 member line

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Name

Unique, no special characters.

Organization and licensing · People, queues, and the 5,000 member line

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Phones

Edge group work, not the first org task.

Organization and licensing · People, queues, and the 5,000 member line

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Pool

Monthly, across users, no rollover.

Organization and licensing · Fair use is a pool, not a mystery invoice

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Meters

IVR, API, storage, BYOC, transcription, SMS, and others.

Organization and licensing · Fair use is a pool, not a mystery invoice

Sources and go deeper

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Do not copy rates

The policy page is the quote.

Organization and licensing · Fair use is a pool, not a mystery invoice

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API

Client-credentials calls still count.

Organization and licensing · Fair use is a pool, not a mystery invoice

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Publish

Or the hold experience does not exist.

Organization and licensing · A first-week admin checklist

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Narrow client

Subset of the creator, one division.

Organization and licensing · A first-week admin checklist

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Package

Match CX 1–4 to the scope.

Organization and licensing · A first-week admin checklist

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Home

Keep it.

Organization and licensing · A first-week admin checklist

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Site

Visitor behavior.

Predictive Engagement · Predictive Engagement watches the site, not the queue math

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Not ACD

Predictive routing is the queue method.

Predictive Engagement · Predictive Engagement watches the site, not the queue math

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Offers

Messaging, chat, content, flow.

Predictive Engagement · Predictive Engagement watches the site, not the queue math

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Outcomes

On a published deprecation.

Predictive Engagement · Predictive Engagement watches the site, not the queue math

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Messaging

Messenger snippet.

Predictive Engagement · Messenger tracks web messaging. The old snippet tracks web chat.

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Web chat

Legacy tracking snippet.

Predictive Engagement · Messenger tracks web messaging. The old snippet tracks web chat.

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One of them

Remove the snippet when Messenger tracks.

Predictive Engagement · Messenger tracks web messaging. The old snippet tracks web chat.

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Live Now

Proof that events arrived.

Predictive Engagement · Messenger tracks web messaging. The old snippet tracks web chat.

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One condition

Minimum.

Predictive Engagement · A segment matches visitors who meet every condition you listed

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More conditions

Fewer visitors.

Predictive Engagement · A segment matches visitors who meet every condition you listed

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Not shared

Copy what you need.

Predictive Engagement · A segment matches visitors who meet every condition you listed

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Examples

Not a complete attribute list.

Predictive Engagement · A segment matches visitors who meet every condition you listed

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Action

Messaging, chat, content, or flow.

Predictive Engagement · An action map is qualified before it is offered

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Trigger

Segment, activity, or outcome.

Predictive Engagement · An action map is qualified before it is offered

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Priority

Chooses among qualified maps.

Predictive Engagement · An action map is qualified before it is offered

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Queue

Optional, for chat and messaging offers.

Predictive Engagement · An action map is qualified before it is offered

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Announced

2026-05-18.

Predictive Engagement · Journey Outcomes have a published end date

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Planned end

2026-06-29.

Predictive Engagement · Journey Outcomes have a published end date

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Scoring

Not in Customer Outcomes.

Predictive Engagement · Journey Outcomes have a published end date

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Unverified live

This lab did not open an org.

Predictive Engagement · Journey Outcomes have a published end date

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Four actions

Messaging, chat, content, flow.

Predictive Engagement · An Architect flow can be the action, and it can also be the thing you must edit

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No field list

Open the Salesforce topic.

Predictive Engagement · An Architect flow can be the action, and it can also be the thing you must edit

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Skipped branch

getJourneyOutcome.

Predictive Engagement · An Architect flow can be the action, and it can also be the thing you must edit

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Fallback

Queue or another offer.

Predictive Engagement · An Architect flow can be the action, and it can also be the thing you must edit

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Live Now

Events are arriving.

Predictive Engagement · Prove the map with Live Now and the performance reports

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Activity

Devices, segments.

Predictive Engagement · Prove the map with Live Now and the performance reports

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Map report

Did the offer run.

Predictive Engagement · Prove the map with Live Now and the performance reports

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Outcomes

Export, then let them go.

Predictive Engagement · Prove the map with Live Now and the performance reports

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Forms

The score.

Quality and recording · Quality management evaluates the conversation

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Policy

What gets recorded.

Quality and recording · Quality management evaluates the conversation

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Coach

What you do with the score.

Quality and recording · Quality management evaluates the conversation

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Package

QM from CX 2. WFM from CX 3.

Quality and recording · Quality management evaluates the conversation

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Weight

What moves the score.

Quality and recording · Forms have questions and weights

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Calibrate

Graders must agree.

Quality and recording · Forms have questions and weights

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Observable

If it is not in the interaction, do not score it.

Quality and recording · Forms have questions and weights

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AI

Does not replace the rubric.

Quality and recording · Forms have questions and weights

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Policy

Which calls, how long.

Quality and recording · Recording policies choose calls and retention

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Screen

Agent screen, ACD.

Quality and recording · Recording policies choose calls and retention

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Secure

A segment, not the policy.

Quality and recording · Recording policies choose calls and retention

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Storage

A fair-use meter.

Quality and recording · Recording policies choose calls and retention

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Show the score

Or it does not coach.

Quality and recording · Coaching and disputes close the loop

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Appointment

A real meeting.

Quality and recording · Coaching and disputes close the loop

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Dispute

A path, not a threat.

Quality and recording · Coaching and disputes close the loop

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In progress

Allowed.

Quality and recording · Coaching and disputes close the loop

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Three gates

STA, QM, tokens.

Quality and recording · AI scoring needs STA, QM, and tokens

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Ratio

See the FAQ. Do not freeze it blindly.

Quality and recording · AI scoring needs STA, QM, and tokens

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No double bill

Copilot summary reused by Virtual Supervisor.

Quality and recording · AI scoring needs STA, QM, and tokens

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Rubric

Still yours.

Quality and recording · AI scoring needs STA, QM, and tokens

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Reason

Why the copy exists.

Quality and recording · Retention, export, and the reason you recorded

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Lifecycle

When the copy dies.

Quality and recording · Retention, export, and the reason you recorded

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Meter

Storage still counts.

Quality and recording · Retention, export, and the reason you recorded

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Lab

Synthetic here. Real audio stays in the org.

Quality and recording · Retention, export, and the reason you recorded

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QM

Record, evaluate, coach.

Quality and speech analytics · Quality evaluates the interaction. Speech analytics reads it

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Evaluations

Forms through disputes.

Quality and speech analytics · Quality evaluates the interaction. Speech analytics reads it

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STA

100 percent, on that article.

Quality and speech analytics · Quality evaluates the interaction. Speech analytics reads it

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Export

AWS is the named store.

Quality and speech analytics · Quality evaluates the interaction. Speech analytics reads it

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Three

Person, model, or topics.

Quality and speech analytics · A question is human, AI scored, or assisted by topics

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Focus

Full interaction or evaluated agent.

Quality and speech analytics · A question is human, AI scored, or assisted by topics

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Media

Voice and digital, for the automated choices.

Quality and speech analytics · A question is human, AI scored, or assisted by topics

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Weights

Open the weights article.

Quality and speech analytics · A question is human, AI scored, or assisted by topics

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300 characters

The transcript criterion this lab is willing to state.

Quality and speech analytics · AI scoring waits for history, and a low week hides the answer

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25

The rolling window.

Quality and speech analytics · AI scoring waits for history, and a low week hides the answer

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75 percent

Show above, hide below.

Quality and speech analytics · AI scoring waits for history, and a low week hides the answer

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Reset

Republish, or 30 quiet days.

Quality and speech analytics · AI scoring waits for history, and a low week hides the answer

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Phrase

One way of saying it.

Quality and speech analytics · Phrases make a topic. Topics make a program

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Topic

The intent.

Quality and speech analytics · Phrases make a topic. Topics make a program

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Program

Topics on queues or flows.

Quality and speech analytics · Phrases make a topic. Topics make a program

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Conditions

All true, one answer, one use of each topic.

Quality and speech analytics · Phrases make a topic. Topics make a program

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100

Programs.

Quality and speech analytics · Programs have counts, and the organization switch wins

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500

Topics per dialect, and queues or flows on one program.

Quality and speech analytics · Programs have counts, and the organization switch wins

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20

Tags, and enabled scoring rules.

Quality and speech analytics · Programs have counts, and the organization switch wins

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Org

An off switch overrides the program.

Quality and speech analytics · Programs have counts, and the organization switch wins

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Each

One evaluation per matched agent.

Quality and speech analytics · Agent scoring picks which agent receives the evaluation

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First or last

One evaluation.

Quality and speech analytics · Agent scoring picks which agent receives the evaluation

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Digital

Regenerate when the thread grows.

Quality and speech analytics · Agent scoring picks which agent receives the evaluation

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STA settings

Not a quality-admin edit.

Quality and speech analytics · Agent scoring picks which agent receives the evaluation

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Name

Unique, no special characters.

Queues, skills, and wrap-up · Create the queue in a division

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5,000

Member cap.

Queues, skills, and wrap-up · Create the queue in a division

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Division

Chosen at create.

Queues, skills, and wrap-up · Create the queue in a division

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Copy

Review routing after.

Queues, skills, and wrap-up · Create the queue in a division

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Tag vs number

All-skills cares about the tag. Best-available cares about the number.

Queues, skills, and wrap-up · Skills and proficiency are on the agent

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7 days

Inactive agents drop out.

Queues, skills, and wrap-up · Skills and proficiency are on the agent

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WEM style

Lower proficiency, same skill.

Queues, skills, and wrap-up · Skills and proficiency are on the agent

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Extra skills

Do not impersonate the required one.

Queues, skills, and wrap-up · Skills and proficiency are on the agent

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Optional

Agent may skip.

Queues, skills, and wrap-up · After call work and the system wrap-up codes

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TIMEOUT

Timer won.

Queues, skills, and wrap-up · After call work and the system wrap-up codes

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LOGOUT

Logoff setting won.

Queues, skills, and wrap-up · After call work and the system wrap-up codes

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Callbacks

Always need a code.

Queues, skills, and wrap-up · After call work and the system wrap-up codes

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Same division

Queue and codes.

Queues, skills, and wrap-up · Wrap-up codes live in divisions too

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Role

Limits the picker.

Queues, skills, and wrap-up · Wrap-up codes live in divisions too

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On behalf

Inherits ACW.

Queues, skills, and wrap-up · Wrap-up codes live in divisions too

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Direct internal

The documented escape.

Queues, skills, and wrap-up · Wrap-up codes live in divisions too

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Pair

Percentage and seconds.

Queues, skills, and wrap-up · Service level is a percentage and a target in seconds

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Per media

Voice is not email.

Queues, skills, and wrap-up · Service level is a percentage and a target in seconds

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Routing

Conditional rules need the KPI.

Queues, skills, and wrap-up · Service level is a percentage and a target in seconds

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WEM

Templates should agree with the queue.

Queues, skills, and wrap-up · Service level is a percentage and a target in seconds

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Slot

One callback by default.

Queues, skills, and wrap-up · Callbacks are interactions with their own rules

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No interrupt

Calls and callbacks stay apart.

Queues, skills, and wrap-up · Callbacks are interactions with their own rules

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Code

Required even if ACW is Optional.

Queues, skills, and wrap-up · Callbacks are interactions with their own rules

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Last agent

Do not promise it for inbound callbacks.

Queues, skills, and wrap-up · Callbacks are interactions with their own rules

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Copy

Review routing immediately.

Queues, skills, and wrap-up · Membership, On Queue, and the copy trap

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On Queue

The door.

Queues, skills, and wrap-up · Membership, On Queue, and the copy trap

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5,000

Still the cap.

Queues, skills, and wrap-up · Membership, On Queue, and the copy trap

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Test

Before the DID.

Queues, skills, and wrap-up · Membership, On Queue, and the copy trap

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ACD

The queue’s routing method.

Skills and ACD · ACD is the match, and skills are one way to make it

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Five

Standard, predictive, bullseye, preferred, conditional.

Skills and ACD · ACD is the match, and skills are one way to make it

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Direct

Described separately.

Skills and ACD · ACD is the match, and skills are one way to make it

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Skills

Processed by the evaluation method.

Skills and ACD · ACD is the match, and skills are one way to make it

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All

Longest idle with every skill.

Skills and ACD · Three evaluation methods, and a seven-day lookback

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Best

100 longest idle, then average proficiency.

Skills and ACD · Three evaluation methods, and a seven-day lookback

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Disregard

Longest idle, skills ignored.

Skills and ACD · Three evaluation methods, and a seven-day lookback

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7 days

Older last-handled time drops out.

Skills and ACD · Three evaluation methods, and a seven-day lookback

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Option 1

Same skills, lower proficiency.

Skills and ACD · Bullseye widens the pool in two documented ways

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Option 2

Remove up to 50 skills.

Skills and ACD · Bullseye widens the pool in two documented ways

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Delay

2 seconds to 72 hours.

Skills and ACD · Bullseye widens the pool in two documented ways

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Cap

Five and six both appear. Confirm.

Skills and ACD · Bullseye widens the pool in two documented ways

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Pair

Standard or predictive, plus all skills matching.

Skills and ACD · A skill expression filter replaces the queue’s skill list

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Replaces

The queue’s ACD and language skills.

Skills and ACD · A skill expression filter replaces the queue’s skill list

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Excludes

Preferred, last agent, direct, bullseye.

Skills and ACD · A skill expression filter replaces the queue’s skill list

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Invalid

Fall back to the queue.

Skills and ACD · A skill expression filter replaces the queue’s skill list

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Media

Voice, SMS, email.

Skills and ACD · Direct routing still uses a queue

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Still ACD

Queue and wrap-up.

Skills and ACD · Direct routing still uses a queue

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Status

On queue, or off queue and available with the permission.

Skills and ACD · Direct routing still uses a queue

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Backup

In-queue flow, then agent or queue.

Skills and ACD · Direct routing still uses a queue

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0 to 100

Highest is most preferred.

Skills and ACD · Preferred scores are 0 to 100, and the list has a size

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20

The collection size, unless Customer Care raises it.

Skills and ACD · Preferred scores are 0 to 100, and the list has a size

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Too many

Call-flow Failure.

Skills and ACD · Preferred scores are 0 to 100, and the list has a size

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Last agent

Not used for email, messaging, or inbound callbacks under preferred routing.

Skills and ACD · Preferred scores are 0 to 100, and the list has a size

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Voice scope

IVR through voicemail, as the page lists it.

Speech and text analytics · STA reads the conversation after the channel has it

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Digital

Email, message, chat.

Speech and text analytics · STA reads the conversation after the channel has it

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Package

Transcription minutes at CX 3.

Speech and text analytics · STA reads the conversation after the channel has it

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Tables

Re-read dialects and prices.

Speech and text analytics · STA reads the conversation after the channel has it

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Label

Not a verdict.

Speech and text analytics · Sentiment is a label on the text, not a mood you can argue with

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Listen

Then coach.

Speech and text analytics · Sentiment is a label on the text, not a mood you can argue with

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Form

Still QM.

Speech and text analytics · Sentiment is a label on the text, not a mood you can argue with

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Scope

Only queues you will read.

Speech and text analytics · Sentiment is a label on the text, not a mood you can argue with

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Phrase

The words.

Speech and text analytics · Topics, programs, and phrases are the dictionary

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Topic

One intent.

Speech and text analytics · Topics, programs, and phrases are the dictionary

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Program

The dictionary for a queue.

Speech and text analytics · Topics, programs, and phrases are the dictionary

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Test

Search before you trust a chart.

Speech and text analytics · Topics, programs, and phrases are the dictionary

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Model

Flags language.

Speech and text analytics · Agent empathy is a detected behavior, still a form question

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Form

Defines the behavior.

Speech and text analytics · Agent empathy is a detected behavior, still a form question

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Calibrate

Humans agree.

Speech and text analytics · Agent empathy is a detected behavior, still a form question

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Automate

Only with a documented filter.

Speech and text analytics · Agent empathy is a detected behavior, still a form question

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Search

Did the words exist?

Speech and text analytics · Content search is how you test the dictionary

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Topic

Did the dictionary include them?

Speech and text analytics · Content search is how you test the dictionary

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Leg

IVR, agent, voicemail.

Speech and text analytics · Content search is how you test the dictionary

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Privacy

Transcripts stay in the org.

Speech and text analytics · Content search is how you test the dictionary

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Final

After the interaction.

Speech and text analytics · Full analysis and a faster transcript are different clocks

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Sooner

Notifications API.

Speech and text analytics · Full analysis and a faster transcript are different clocks

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Triggers

Only listed filters.

Speech and text analytics · Full analysis and a faster transcript are different clocks

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Streaming

Confirm the connector. Do not invent one.

Speech and text analytics · Full analysis and a faster transcript are different clocks

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CX 3

Where WEM starts.

Workforce management · WEM is a set of products, and WFM is one of them

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WFM objects

Business units, management units, goals, plans, schedules, adherence, time off.

Workforce management · WEM is a set of products, and WFM is one of them

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Sibling

QM and STA are not the schedule.

Workforce management · WEM is a set of products, and WFM is one of them

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Cert

Workforce Management, with the listed course.

Workforce management · WEM is a set of products, and WFM is one of them

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Business unit

Planning container.

Workforce management · Business units and management units

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Management unit

People you schedule.

Workforce management · Business units and management units

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Queue

People who can be offered work.

Workforce management · Business units and management units

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Align skills

Forecast what you route.

Workforce management · Business units and management units

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Template

The planning promise.

Workforce management · Service goal templates are the planning target

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Queue

The reported promise.

Workforce management · Service goal templates are the planning target

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Match them

Or you staff the wrong target.

Workforce management · Service goal templates are the planning target

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Erlang

Not claimed as the Genesys engine.

Workforce management · Service goal templates are the planning target

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Activity

What they should be doing.

Workforce management · Schedules are the plan agents work

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On Queue

What ACD requires.

Workforce management · Schedules are the plan agents work

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Membership

Still separate.

Workforce management · Schedules are the plan agents work

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Schedule

Does not edit rings.

Workforce management · Schedules are the plan agents work

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Intraday

Today.

Workforce management · Intraday and adherence compare the plan to the floor

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Adherence

Plan versus actual.

Workforce management · Intraday and adherence compare the plan to the floor

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Count On Queue

Before you edit routing.

Workforce management · Intraday and adherence compare the plan to the floor

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Historical

Also documented.

Workforce management · Intraday and adherence compare the plan to the floor

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Request

In WFM.

Workforce management · Time off is a schedule change with a rule

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Schedule

Must show the absence.

Workforce management · Time off is a schedule change with a rule

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Status

Not On Queue.

Workforce management · Time off is a schedule change with a rule

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Membership

Unchanged.

Workforce management · Time off is a schedule change with a rule

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Name

Workforce Management Certification.

Workforce management · The workforce certification is a named exam

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Prep

WEM – Workforce Management.

Workforce management · The workforce certification is a named exam

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Not GC-GCP

Different exam.

Workforce management · The workforce certification is a named exam

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Practice

Genesys’ own, 25–30, no voucher.

Workforce management · The workforce certification is a named exam

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Short-term

Up to six weeks, can schedule.

Workforce management · A forecast has a short view and a long view

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Long-term

Seasonality, cannot schedule.

Workforce management · A forecast has a short view and a long view

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AHT

Talk, hold, ACW.

Workforce management · A forecast has a short view and a long view

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Volume

Interactions offered.

Workforce management · A forecast has a short view and a long view

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Three methods

With forecast, without, or blank.

Workforce management · Generate one schedule from a forecast that covers it

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Cover the dates

Short-term weeks must include the schedule.

Workforce management · Generate one schedule from a forecast that covers it

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One at a time

Per business unit.

Workforce management · Generate one schedule from a forecast that covers it

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Reschedule

A forecast swap does not move shifts by itself.

Workforce management · Generate one schedule from a forecast that covers it

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