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NEW QUESTION # 70
Select the types of Phone Trunks available in Genesys Cloud CX. (Choose two.)
- A. WebRTC
- B. Gateway
- C. SIP
- D. Outbound Proxy
Answer: A,C
Explanation:
https://help.mypurecloud.com/articles/about-trunks/
NEW QUESTION # 71
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Workspace > Dashboards
- B. Performance > Overview (Evaluations)
- C. Admin > Contact Center
- D. Admin > Quality
Answer: B
NEW QUESTION # 72
Which of the following best defines the performance view for Agents?
- A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- B. Used to monitor real-time contact center metrics.
- C. Used to view historical data only.
- D. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
Answer: A
Explanation:
Explanation
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:
* Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.
* Time in status is a metric that shows the amount of time (HH:MM:SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.
* Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.
* Average talk time is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.
* Average ACW is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.
References: https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/agents-performance-views-overview/
https://help.mypurecloud.com/articles/agent-status-overview/
NEW QUESTION # 73
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Update the Do Not Call list with records that have the appropriate wrap-up code.
- B. Automatically assign an evaluation for all calls over 5 minutes.
- C. Set up a schedule to run a daily report.
- D. Determine how long to retain recordings and whether to archive or delete them.
- E. Specify time sets as a matching criteria.
Answer: A,C,D
NEW QUESTION # 74
You can add more than one outbound route to the contact center.
- A. True
- B. False
Answer: A
NEW QUESTION # 75
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The DID number and extension are not listed in the DID or extension pools.
- B. The user does not have the proper license type, roles, and permissions.
- C. The DID number and the extension do not have the same last 4 digits.
- D. The DID number and extension are considered the same numbers and entered into the same phone.
Answer: A,B
Explanation:
The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu.
A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu.
An extension is a short internal number that allows users to reach each other within an organization without dialing a full phone number.
A DID pool is a collection of DID numbers that are available for assignment to users or queues.
An extension pool is a collection of extensions that are available for assignment to users.
To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them
NEW QUESTION # 76
Which options can be configured when setting up a queue? (Choose two.)
- A. Inbound Flows
- B. Alerting Timeout
- C. Utilization
- D. ACD Skills
- E. Wrap-up Codes
Answer: C,E
Explanation:
Explanation
Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can have various options configured to define its behavior and performance, such as:
* Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction.
* Utilization is a percentage that indicates how much time an agent spends handling interactions versus being available for new interactions.
Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc. References: https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/create-and-configure-queues/
https://help.mypurecloud.com/glossary/wrap-up-code/ https://help.mypurecloud.com/glossary/utilization/
NEW QUESTION # 77
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
- A. Yes
- B. No
Answer: B
Explanation:
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
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 inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
Offered count
Answered count
Abandoned count
Transfer count
NEW QUESTION # 78
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. True
- B. False
Answer: B
Explanation:
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/about-reports/ https://help.mypurecloud.com/articles/disable-and-enable-reports/
NEW QUESTION # 79
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Safari
- B. Internet Explorer
- C. Chrome
- D. Firefox
- E. Opera
Answer: C,D
Explanation:
Explanation
Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chrome are the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality.
Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/supported-browsers/
https://help.mypurecloud.com/articles/browser-limitations/
NEW QUESTION # 80
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
- A. Interaction Details Report
- B. User Status Detail Report
- C. Agent Metrics Report
- D. Queue Metrics Daily Report
Answer: B
NEW QUESTION # 81
You cannot add variables to a script.
- A. True
- B. False
Answer: B
NEW QUESTION # 82
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
Explanation:
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. Reference: https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 83
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Set up a schedule to run a daily report.
- B. Update the Do Not Call list with records that have the appropriate wrap-up code.
- C. Determine how long to retain recordings and whether to archive or delete them.
- D. Specify time sets as a matching criteria.
- E. Automatically assign an evaluation for all calls over 5 minutes.
Answer: B,C,E
Explanation:
Explanation
Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management.
Policies are rules that automate repetitive quality management tasks based on various criteria and conditions.
Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations. References:
https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/
NEW QUESTION # 84
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
- A. User Status Detail Report
- B. Interaction Details Report
- C. Queue Metrics Daily Report
- D. Agent Metrics Report
Answer: D
Explanation:
The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence. Reference: https://help.mypurecloud.com/articles/agent-login-logout-details-report/ https://help.mypurecloud.com/articles/monitor-agent-adherence/
NEW QUESTION # 85
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?
- A. The user may have deleted the icon.
- B. The user's phone is unplugged.
- C. The user is not assigned the appropriate role.
- D. The phone number is being used by a different user.
Answer: C
NEW QUESTION # 86
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/about-reports/
https://help.mypurecloud.com/articles/disable-and-enable-reports/
NEW QUESTION # 87
What level of permissions does a user require to view the organization settings?
- A. Admin
- B. All of the above
- C. Supervisor
- D. Agent
Answer: B
NEW QUESTION # 88
What is the distinguishing feature between queues and groups?
- A. Queues can be used in Architect flows, while groups cannot.
- B. Queues can have agents as members, while groups cannot.
- C. Unlike groups, queues allow for more complex scenarios like skill-based routing.
- D. Both queues and groups have the same ACD capabilities.
Answer: C
Explanation:
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. Reference: https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/
NEW QUESTION # 89
Which of the following statements is NOT true regarding numbering plan?
- A. Numbering plan can be added or modified based on the organizational requirements.
- B. Numbering plan is also known as a dial plan.
- C. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- D. It has to be created manually.
Answer: D
Explanation:
Explanation
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:
* How many digits are required to dial a destination number
* Which digits are used to identify a country code, area code, or extension
* Which digits are used to access an outside line or an operator
* Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu .
Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
NEW QUESTION # 90
Which view displays current metrics and information about queues if you have a membership?
- A. Queues Performance
- B. My Queues Activity
- C. Queues Activity
- D. Queues
Answer: B
Explanation:
Reference:
My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data. Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/ https://help.mypurecloud.com/articles/customize-views/
NEW QUESTION # 91
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A. Workspaces
- B. Directory
- C. Documents
- D. Activity
Answer: D
Explanation:
Explanation
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 92
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:
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. References:
https://help.mypurecloud.com/articles/organization-settings-overview/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
NEW QUESTION # 93
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