Question 1

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

Accepted Answer

B

Explanation: Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. Reference: https://help.mypurecloud.com/articles/aboutevaluations/ https://help.mypurecloud.com/articles/evaluations-overview/

Question 2

Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

Accepted Answer

C

Explanation: Reference: https://help.mypurecloud.com/articles/plan-workforce-management/ Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and p

Question 3

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

Accepted Answer

C

Explanation: Reference: https://help.mypurecloud.com/articles/skills-performanceview/#:~:text=The%20Skills%20Performance%20view%20displays,in%20one%20or%20multiple%20q ueues The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performanceview/

Question 4

Amelia is changing departments within the organization and has a new manager. Currently, Genesys
Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?

Accepted Answer

B

Explanation: The steps you should take to update Amelia’s reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user’s manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user’s position in the organizational hierarchy based on their manager. Reference: https://help.mypurecloud.com/articles/change-a-users-manager/ https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/

Question 5

Which of the following statements is true regarding default language selection on the Organization Settings page?

Accepted Answer

B

Explanation: :

Question 6

Where are Genesys Cloud CX call recordings stored by default?

Accepted Answer

D

Explanation: Reference: https://help.mypurecloud.com/articles/about-call-recording/ Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recordingstorage/ https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/

Question 7

Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?

Accepted Answer

C

Explanation: Reference: https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users from logging in with their Genesys Cloud CX credentials and requires them to use an SSO provider instead. This feature enhances security and simplifies user management for organizations that use SSO. Reference: https://help.mypurecloud.com/articles/disable-genesys-cloud-login/ https://help.mypurecloud.com/articles/about-single-sign-on/

Question 8

Which feature enables a voice interaction to interrupt an email interaction?

Accepted Answer

A

Explanation: Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent’s time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization. Reference: https://help.mypurecloud.com/articles/utilization/ https://help.mypurecloud.com/articles/understand-how-email-interactions-work/

Question 9

Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

Accepted Answer

Explanation: Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as: Run reports during off-peak hours or schedule them for later delivery. Share reports with other users instead of creating multiple copies. Adjust report parameters to include only relevant data and filters. Review and delete unused or outdated reports regularly. Reference: https://help.mypurecloud.com/articles/best-practices-for-running-reports/ https://help.mypurecloud.com/articles/share-a-report/

Question 10

Which of the following components can be added to scripts? (Choose four.)

Accepted Answer

Explanation: Thank you for your visit.

Question 11

Under which container is Queue available?

Accepted Answer

A

Explanation: :

Question 12

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

Accepted Answer

C

Explanation: Reference: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as: Service level Abandon rate Average speed of answer Average handle time Interaction volume The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents 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. Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu . You can see the historical values of various metrics by using the date filter or the pre-set day filter. Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues. Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues. Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues. Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues. Reference: https://help.mypurecloud.com/articles/performance-dashboards-overview/ https://help.mypurecloud.com/articles/queues-views-overview/

Question 13

Policies automate repetitive quality management tasks. Which of the following items could be defined as policies? (Choose three.)

Accepted Answer

A, D, E

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. Reference: https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/

Question 14

You can add more than one outbound route to the contact center.

Accepted Answer

A

Explanation: You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and p

Question 15

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

Accepted Answer

A

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 Reference: 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/

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