Across
- 6. Post-interaction notes or disposition
- 9. Real-time and historical dashboards
- 10. Multiple channels handled seamlessly in one
- 11. System that distributes incoming interactions to available agents (abbr.)
- 12. Tracks customer paths across channels
Down
- 1. Visual designer for IVR and logic
- 2. Metric-focused team planning solution
- 3. Assigning interactions to the best agent based on attributes
- 4. Security protocol used for authentication in Genesys APIs.
- 5. Connects with customers via websites synchronously
- 7. Genesys platform for designing chatbots and voicebots
- 8. Customer asks to be contacted later