What does the term 'participant replacement' refer to in the Genesys Cloud system?

The term 'participant replacement' in the context of the Genesys Cloud system specifically refers to changing the customer interaction recipient, which aligns with the selected answer. This process involves designating a different agent or resource to handle an ongoing interaction, effectively replacing the current participant in the conversation with someone else.

This functionality is important in situations where the original agent may not be able to resolve the customer's inquiry or needs specialized knowledge. By allowing for participant replacement, the system enhances customer experience by ensuring that inquiries are handled appropriately and efficiently.

The other options do not adequately capture the true meaning of 'participant replacement.' For instance, transferring a call to another agent might imply an entirely new interaction rather than the direct replacement of a participant within the same ongoing conversation. Redirecting a call without notifying the customer could imply a lack of communication and does not reflect the nature of replacement, which is about switching participants rather than simply redirecting. Adding another participant to a conversation suggests a scenario involving more participants joining rather than replacing the current one. In essence, 'participant replacement' focuses on the specific action of switching the individual responsible for managing the customer interaction, enhancing clarity and effectiveness in communication.