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Questions # 1:

What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

Options:
A.

Dialog boxes

B.

Scripts

C.

Toast pop-ups

D.

IVR prompts

Expert Solution
Questions # 2:

Put the steps below in the correct order to successfully complete the Calibration process:

1.Evaluate the interactions

2.Discuss the calibration results

3.Record interactions based on Policies

4.Take action on calibration results

5.Select and assign interactions for calibration

Options:
A.

3, 5, 4, 2, 1

B.

3, 5, 1, 4, 2

C.

3, 5, 1, 2, 4

D.

3, 4, 5, 2, 1

Expert Solution
Questions # 3:

Which of the following options are used when scheduling a report? (Choose three.)

Options:
A.

Time period

B.

Custom Date Range

C.

Recurrences

D.

Time zone

E.

Start Time

Expert Solution
Questions # 4:

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

Options:
A.

Skills

B.

Additional attribute ratings

C.

Language

D.

Time since the agent became available

E.

Staffing requirements

Expert Solution
Questions # 5:

Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

Options:
A.

The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

B.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

C.

The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

D.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

Expert Solution
Questions # 6:

Which ACD routing method routes interaction to the next available agent?

Options:
A.

Bullseye ACD

B.

Standard ACD

C.

Skills based routing

D.

All of the above

Expert Solution
Questions # 7:

Why are skills and languages configured separately?

Options:
A.

So that skills can have a more granular competency rating than languages

B.

So that an agent with a skill can receive an interaction regardless of the language requirement

C.

So that an agent with a language capability can receive an interaction regardless of the skill requirement

D.

Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

Expert Solution
Questions # 8:

Which dialing mode allows the agent to see customer information before dialing?

Options:
A.

Progressive

B.

Predictive

C.

Preview

D.

Power

Expert Solution
Questions # 9:

Which definition matches the After Call Work option Mandatory, Time-boxed?

Options:
A.

The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

B.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

C.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

D.

The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

Expert Solution
Questions # 10:

What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

Options:
A.

Languages

B.

Medians

C.

Skills

D.

Index Ratings

E.

Knowledge levels

Expert Solution
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