Which of the following statements are true? (Choose three.)

An Abandon is an interaction that disconnects before an agent handles it.

An agent-based report counts any interactions an agent worked with.

Each report contains a predefined set of metrics.

A queue report only counts interactions handled by an agent.

Reports once created cannot be configured.

Which of the following statements is NOT true regarding numbering plan?

It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.

Numbering plan is also known as a dial plan.

Numbering plan can be added or modified based on the organizational requirements.

Where can you add preconfigured settings to the phones?

Admin > Telephone > Phone Management > Base Settings

Admin > Telephone > Phone Management > Calls

Admin > Telephone > Phone Management > Phones

Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.

You must collect general information such as building address, number of floors, location contact information, etc.

You must have Admin rights to Genesys Cloud CX.

You must know the exact coordinates of the new building.

You must have images of all the users located at the new location.

You must have the basic profile data for all users at the new location.

Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

The DID number and extension are not listed in the DID or extension pools.

The user does not have the proper license type, roles, and permissions.

The DID number and extension are considered the same numbers and entered into the same phone.

The DID number and the extension do not have the same last 4 digits.

Which architectural approach is used to develop a single application as a suite of small services?

Genesys Cloud CX Salesforce Architecture

Which of the following statements is NOT true regarding Management Units?

A maximum of 100 agents can be added to a single Management Unit.

Agents that handle the same set of interactions should belong to the same management unit.

Management Units partition agents and interactions into logical groups.

They help you create, manage, and view schedules for a group.

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

Performance > Workspace > Dashboards

Performance > Overview (Evaluations)

Which of the following items could be defined as policies? (Choose three.)

Update the Do Not Call list with records that have the appropriate wrap-up code.

Set up a schedule to run a daily report.

Determine how long to retain recordings and whether to archive or delete them.

Specify time sets as a matching criteria.

Automatically assign an evaluation for all calls over 5 minutes.

Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to manage these in an easier and more Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?automated way.

Genesys Cloud CX Workforce Management

Genesys Cloud CX Reporting and Analytics

Why are Divisions important in an organization?

Divisions allow grouping and segregation of objects while keeping them inside the same organization.

Divisions are used to divide interactions equally between 2 or more queues.

Divisions allow the organization to control which roles can be assigned to users.

Divisions define which users can be assigned to queues.

A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls. What is the most likely reason for this?

The user is not assigned the appropriate role.

The user may have deleted the icon.

The phone number is being used by a different user.

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

80% of calls must be answered within 20 seconds.

80 calls must be answered every 20 seconds.

80% of agents must answer calls within 20 seconds.

20 chats and calls must be answered in 80 seconds.

Genesys Cloud CX ACD assigns interactions to the most appropriate agent available. Which of the following attributes is used to determine the best available agent? (Choose three.)

Time since last ACD interaction

examen gneesys cloud páss4future

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Professional Development

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109 questions

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MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

Agents

Queues Activity

Skills Performance

Interactions

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Which of the following best defines the performance view for Queues?

Used to monitor real-time contact center metrics.

Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

Used to view historical data only.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Your customizations in the interaction view remain in effect even if you leave the view and returnto it later.

True

False

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Which of the following best defines the performance view for Agents?

Used to monitor real-time contact center metrics.

Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

Used to view historical data only.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Which report displays the length of each session for one or more agents over a specified period of time?

Agent Activity Summary Report

Agent Metrics Report

Agent Login-Logout Details Report

Agent Quality Details Report

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Sam wants to install the reporting app on his iPad to access metrics. Which of the following apps does he need to install?

Genesys Cloud CX Admin

Genesys Cloud CX User

Genesys Cloud CX Reporting

Genesys Cloud CX Supervisor

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue. Will this affect the metrics that Alex is monitoring?

yes

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examen gneesys cloud páss4future

Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

Which of the following best defines the performance view for Queues?

Your customizations in the interaction view remain in effect even if you leave the view and returnto it later.

Which of the following best defines the performance view for Agents?

Which report displays the length of each session for one or more agents over a specified period of time?

Sam wants to install the reporting app on his iPad to access metrics. Which of the following apps does he need to install?

While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue. Will this affect the metrics that Alex is monitoring?

Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.

Genesys Cloud CX tracks metric statistics in __________ minute intervals.

The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.

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