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Questions # 11:

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

Options:
A.

Reports

B.

Performance>Agents

C.

Admin>Contact Center

D.

Admin>Quality

Expert Solution
Questions # 12:

What is the Alerting Timeout with regard to Queue configuration?

Options:
A.

This is how long the interaction will alert before disconnecting

B.

This is how long the agent has to complete after call work

C.

This is how long the interaction will wait to begin alerting the agent

D.

This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding

Expert Solution
Questions # 13:

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

Options:
A.

Account Codes

B.

Wrap-up Codes

C.

Resolution Codes

D.

Status

Expert Solution
Questions # 14:

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

Options:
A.

Scoring

B.

Monitoring

C.

Calibration

D.

Evaluation

Expert Solution
Questions # 15:

Which definition matches the After Call Work option Optional?

Options:
A.

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.

B.

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.

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 # 16:

Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

Options:
A.

Default Menu choice

B.

Menu options

C.

Add blank audio

D.

Menu prompt

Expert Solution
Questions # 17:

What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

Options:
A.

The ability to receive and route specific tweets to agents so that they can respond to those tweets

B.

The ability to create and manage a Facebook page

C.

The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

D.

The ability for customers to access their accounts via social media channels

Expert Solution
Questions # 18:

Recording Policies can be configured for what type(s) of contact(s)?

Options:
A.

Call

B.

Chat

C.

Email

D.

Message

E.

All of the above

Expert Solution
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