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Genesys GCP-GCX: Emergency Routing Interrupt Email Interactions for Voice in Genesys Cloud CX

By: Author Alex Lim

Posted on

Categories Exam

Learn how Emergency Routing in Genesys Cloud CX enables voice interactions to take priority over email, ensuring critical calls are handled promptly. Discover the key features and benefits of this powerful capability.

Table of Contents

Question

Which feature enables a voice interaction to interrupt an email interaction?

A. Utilization
B. ACD Skills
C. Emergency Routing
D. Scripts

Answer

C. Emergency Routing

Explanation

Emergency Routing is the feature in Genesys Cloud CX that enables a voice interaction to interrupt an email interaction. When Emergency Routing is configured, high-priority voice interactions can take precedence over lower-priority email interactions, ensuring that critical calls are answered promptly.

Here’s how it works:

  1. Emergency Routing rules are defined based on specific criteria, such as the caller’s phone number or the queue the call is routed to.
  2. When a voice interaction meets the Emergency Routing criteria, it is immediately pushed to the top of the queue, even if agents are currently handling email interactions.
  3. The agent handling the email interaction is notified of the incoming emergency voice interaction and can choose to accept it, putting the email on hold.
  4. Once the emergency voice interaction is completed, the agent can resume working on the email interaction.

This feature is crucial for contact centers that handle time-sensitive or critical voice interactions, such as emergency services, financial institutions, or healthcare providers. By prioritizing voice interactions over email, Emergency Routing ensures that the most urgent and important calls are addressed without delay, improving customer satisfaction and potentially saving lives in emergency situations.

Genesys Cloud CX Certified Professional – Consolidated GCP-GCX certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Genesys Cloud CX Certified Professional – Consolidated GCP-GCX exam and earn Genesys Cloud CX Certified Professional – Consolidated GCP-GCX certification.