PST Training Flashcards

Front

To ensure clear communication and guidance to employees regarding various issues such as password resets, W2 policies, and handling communication channels.

Back

What is the primary responsibility of the Associate Support team at Dollar Tree and Family Dollar?

Front

Genesys.

Back

What tool is used for telephony in place of Avaya and CTI?

Front

Navigate to https://login.usw2.pure.cloud/#/authenticate, click 'More Login Options', enter the organization name, email address, password, select the region, and click 'Log In'.

Back

How do you log in to Genesys Cloud?

Front

Toggle 'On Queue' in the top right corner of the Genesys Cloud interface.

Back

What should you do to receive queued interactions in Genesys Cloud?

Front

A code that classifies the nature of an interaction after completing a call.

Back

What is a Wrap-Up Code in Genesys Cloud?

Front

To connect with a person or queue before transferring a call.

Back

What is the purpose of a consult transfer in Genesys Cloud?

Front

To initiate a survey for the customer after a call.

Back

What is the function of the 'Survey Script Button' in Genesys Cloud?

Front

Answer the alerting interaction, call the customer back, select a wrap-up code, and disconnect the callback.

Back

What is the process for handling ACD queued callbacks?

Front

It is used to verify employee information before proceeding with resolutions.

Back

What is the significance of the AS400 tool in Associate Support?

Front

To document interactions and manage escalation processes.

Back

What is the purpose of the Service Now tool?