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NEW QUESTION # 45
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Scheduling
- B. Emergency Groups
- C. Architect
- D. Automatic Call Distribution
Answer: D
Explanation:
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue. Reference: https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/ https://help.mypurecloud.com/articles/about-acd/
NEW QUESTION # 46
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
Answer: A
Explanation:
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
Interaction volume
Interaction quality
Interaction outcomes
Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
You can customize the interaction view by using various filters and columns to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
NEW QUESTION # 47
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Human Capital Management
- B. Automatic Call Distribution
- C. Quality Management
- D. Workforce Management
Answer: A
Explanation:
Explanation
Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:
* Workforce Management
* Quality Management
* Automatic Call Distribution
* Skill-based Routing
* Omnichannel Routing
* Analytics and Reporting
* Artificial Intelligence
* Integrations References: https://www.genesys.com/genesys-cloud/features/contact-center
https://www.genesys.com/glossary/human-capital-management
NEW QUESTION # 48
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Toast pop-ups
- B. IVR prompts
- C. Scripts
- D. Dialog boxes
Answer: D
NEW QUESTION # 49
Instant messaging costs are significantly less than long-distance phone conversations.
- A. True
- B. False
Answer: A
NEW QUESTION # 50
Which of the following statements is NOT true regarding Management Units?
- A. A maximum of 100 agents can be added to a single Management Unit.
- B. Management Units partition agents and interactions into logical groups.
- C. Agents that handle the same set of interactions should belong to the same management unit.
- D. They help you create, manage, and view schedules for a group.
Answer: A
NEW QUESTION # 51
Which of the following Edge features provides client and server-side call matching?
- A. SIP proxy
- B. SIP gateway
- C. Call broker
- D. Media server
Answer: C
NEW QUESTION # 52
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent. Routing is a process that determines how to handle incoming interactions based on various criteria, such as customer profile, agent skills, queue availability, etc. Routing can direct interactions to different resources, such as IVR menus, chatbots, voicebots, agents, queues, etc. Routing can also optimize the customer experience and the contact center performance by matching each interaction with the best available resource. References: https://help.mypurecloud.com/glossary/routing/
https://help.mypurecloud.com/articles/about-routing/
NEW QUESTION # 53
Genesys Cloud CX Voice is __________.
- A. A help bot that is available within Genesys Cloud CX chat.
- B. A third-party service that provides external Phone Trunks.
- C. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- D. Another name for Genesys Cloud CX.
Answer: C
Explanation:
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. Reference: https://help.mypurecloud.com/articles/about-genesys-cloud-voice/ https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
NEW QUESTION # 54
Which of following file formats are available to export a report? (Choose three.)
- A. .xls
- B. .docx
- C. .xlsx
- D. .doc
- E. .pdf
- F. .txt
Answer: A,C,E
Explanation:
Explanation
.xls, .xlsx, and .pdf are three file formats that are available to export a report in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
You can export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:
* .xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.
* .xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.
* .pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report.
Some other file formats that are available to export a report are .csv, .docx, and .rtf. References:
https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/export-a-report/
NEW QUESTION # 55
Select all available options for adding widgets to a performance dashboard. (Choose four.)
- A. Metric
- B. Agent Status
- C. Grid
- D. Chart
- E. Interaction
- F. Text
Answer: A,B,D,E
NEW QUESTION # 56
Which of the following statements are true? (Choose three.)
- A. Each report contains a predefined set of metrics.
- B. Reports once created cannot be configured.
- C. An Abandon is an interaction that disconnects before an agent handles it.
- D. An agent-based report counts any interactions an agent worked with.
- E. A queue report only counts interactions handled by an agent.
Answer: A,C,E
Explanation:
Explanation
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Some true statements about reports are:
* A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
* An interaction spends time in multiple queues
* An interaction abandons before an agent handles it
* An agent is a member of more than one queue
* An Abandon is an interaction that disconnects before an agent handles it. This means that the interaction
* was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:
* Abandon Count
* Abandon Rate
* Service Level
* Average Speed of Answer
* Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:
* Which users or queues to include
* Which media types to include
* What date range to report on
* When to run the report
Some false statements about reports are:
* Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:
* The interaction was transferred to voicemail after a timeout
* The interaction was transferred to another queue or resource group
* The interaction was handled by an IVR or a bot
* Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :
* Report name
* Report format
* Report frequency
* Report recipients
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando
https://help.mypurecloud.com/articles/edit-a-report/
NEW QUESTION # 57
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 automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud CX Reporting and Analytics
- B. Genesys Cloud CX Architect
- C. Genesys Cloud CX Workforce Management
- D. Genesys Cloud CX API
Answer: C
Explanation:
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. Reference: https://help.mypurecloud.com/articles/about-workforce-management/ https://help.mypurecloud.com/articles/workforce-management-overview/
NEW QUESTION # 58
What level of permissions does a user require to view the organization settings?
- A. Supervisor
- B. Admin
- C. Agent
- D. All of the above
Answer: B
Explanation:
Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX. Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as:
Organization name
Organization ID
Time zone
Language
Currency
Logo
To view the organization settings in Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. Reference: https://help.mypurecloud.com/articles/organization-settings-overview/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/
NEW QUESTION # 59
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
* Interaction volume
* Interaction quality
* Interaction outcomes
* Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
* You can customize the interaction view by using various filters and columns to show only certain data.
For example, you can choose to show only certain columns or filter to see certain types of interactions.
You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
* Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
References: https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/
NEW QUESTION # 60
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Calls
- B. Admin > Telephone > Phone Management > Base Settings
- C. Admin > Telephone > Phone Management > Phones
Answer: B
Explanation:
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:
Phone model
Firmware version
Line keys
Soft keys
Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. Reference: https://help.mypurecloud.com/articles/base-settings-overview/ https://help.mypurecloud.com/articles/create-a-base-settings-profile/
NEW QUESTION # 61
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