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!

📫 I can be reached through Teams, or at the CX Office at the BSC building.