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NEW QUESTION # 27
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: D
NEW QUESTION # 28
You can add more than one outbound route to the contact center.
- A. False
- B. True
Answer: B
NEW QUESTION # 29
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
- A. Submit a ticket to Genesys Cloud CX support.
- B. Tell John to be patient and wait for the email to arrive.
- C. Resend the invite.
- D. Add John to Genesys Cloud CX again so that a new invitation will be generated.
Answer: C
NEW QUESTION # 30
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Organization ID
- B. Agent Name
- C. ID
- D. Company Name
Answer: A
Explanation:
Explanation
Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX window. References:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
NEW QUESTION # 31
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
- A. Queues Activity
- B. Skills Performance
- C. Interactions
- D. Agents
Answer: B
NEW QUESTION # 32
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A. False
- B. True
Answer: B
Explanation:
Explanation
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. 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
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent 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 active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
* Status
* Time in status
* Calls answered
* Average talk time
* Average ACW
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/agent-status-overview/
NEW QUESTION # 33
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.)
- A. ACD skills
- B. Time since last ACD interaction
- C. Additional attribute ratings
- D. Language skills
- E. Staffing requirements
Answer: A,D,E
NEW QUESTION # 34
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Automatically creates an email address and routes all such emails to this address.
- B. Sends the emails to anyone who has the admin role assigned in your organization.
- C. Does not route the emails to any email address.
- D. Collects such emails and stores it until an email address to report issues is configured.
Answer: C
Explanation:
Explanation
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. References:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
NEW QUESTION # 35
WebRTC phones require all hardware and software to be properly installed.
- A. True
- B. False
Answer: B
Explanation:
Explanation
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/
https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/
NEW QUESTION # 36
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. Have all attendees call you. When all calls are active, click the Start Conference button.
- B. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- C. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
- D. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
Answer: A,B
NEW QUESTION # 37
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
- A. Place and receive ACD calls; non-ACD calls can neither be place nor received.
- B. Receive ACD and non-ACD calls, but not place.
- C. Place ACD and non-ACD calls, but not receive.
- D. Place and receive both ACD and non-ACD calls.
Answer: D
Explanation:
Explanation
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability. References:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/
NEW QUESTION # 38
Which of the following Edge feature contains the built-in remote survivability mode?
- A. SIP gateway
- B. Disaster recovery
- C. Call broker
- D. SIP proxy
Answer: D
Explanation:
Explanation
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
NEW QUESTION # 39
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
- A. Workgroups
- B. Rooms
- C. Roles
- D. Groups
Answer: C
Explanation:
Explanation
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/
NEW QUESTION # 40
Which of the following Edge features provides client and server-side call matching?
- A. SIP gateway
- B. Media server
- C. Call broker
- D. SIP proxy
Answer: C
NEW QUESTION # 41
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Quality Details Report
- B. Agent Metrics Report
- C. Agent Login-Logout Details Report
- D. Agent Activity Summary Report
Answer: C
Explanation:
Explanation
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Conduct
* Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as:
* Pre-set Day Filter
* Report Date
* Agent Group
* Agent
* Media Type
References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 42
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Dialing Modes
- B. Contact Lists
- C. Evaluation Forms
- D. Campaigns
- E. Agents
Answer: A,B,D
Explanation:
Explanation
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules. To create an outbound campaign, you need to configure the following items:
* Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
* Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
* Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.
References: https://help.mypurecloud.com/articles/about-outbound-campaigns/
https://help.mypurecloud.com/articles/create-a-contact-list/
https://help.mypurecloud.com/articles/create-a-campaign/
https://help.mypurecloud.com/articles/dialing-modes-overview/
NEW QUESTION # 43
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Scripts
- B. Toast pop-ups
- C. IVR prompts
- D. Dialog boxes
Answer: D
NEW QUESTION # 44
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. False
- B. True
Answer: B
NEW QUESTION # 45
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
- A. Routing
- B. Reporting and Analytics
- C. Workforce Management
- D. Queue Management
Answer: C
NEW QUESTION # 46
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. True
- B. False
Answer: B
Explanation:
Explanation
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports 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 develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as :
* Report type
* Report format
* Report frequency
* Report recipients
You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as :
* Report type
* Report filters
* Report date range
* Report columns
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/schedule-a-report/ https://help.mypurecloud.com/articles/view-a-report/
NEW QUESTION # 47
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. AI Chat
- B. Text Chat
- C. Content Management
- D. Video Chat
Answer: C
NEW QUESTION # 48
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
Explanation
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. References:
https://help.mypurecloud.com/articles/about-performance-dashboards/
https://help.mypurecloud.com/articles/create-a-performance-dashboard/
NEW QUESTION # 49
To assign extensions to users, you must first __________.
- A. Buy the extension number from the carrier.
- B. Add the extension to the dial plan.
- C. Assign the extension to the user's phone.
- D. Create a pool of extensions.
Answer: C
NEW QUESTION # 50
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
- A. Disable Genesys Cloud CX Login
- B. Password Expiration
- C. Disable Location Detection
- D. Open Admission
Answer: D
NEW QUESTION # 51
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