My name is 👩🎓Elisa Barranca, I am a student employee working with the Genesys Team at the BSC (🏛️BYU Idaho Support Center). As a ✨Genesys Specialist✨, my responsibilities are:
- 🗨️Creating and updating Knowledge Articles for the BSC Knowledge Base in Genesys Cloud
- 🗨️Supporting Agents by creating Canned Responses so they can answer customers quickly and consistently.
- 🗨️Creating guides or step-by-step instructions for new Scripts used in interactions.
- 🗨️Tracking Software performance metrics (usage of Copilot AI during the interactions)
- 🗨️Using Genesys metrics to provide insights into agent experience and call center efficiency.
- 🗨️Helping Agents and Team Leads resolve platform questions, article edition problems, or errors in links and images.
- 🗨️Acting as the point of contact for Genesys-related questions within the OmniChannel and Processing team.
- 🗨️Teaching agents how to use Genesys features (e.g., Copilot tool, canned responses, feedback interactions, etc).
I'm happy to be able to work with you!