1
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
2
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
3
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
4
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
5
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?
6
Which report displays the length of each session for one or more agents over a specified period of time?
7
Which of the following best defines the performance view for Agents?
8
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
9
Which of the following best defines the performance view for Queues?
10
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
11
You must work closely with _______ before completing configurations for external SIP trunks.
12
Which one of the following Genesys Cloud CX configuration options provides a way to ensure that phones of a specific make and model are all deployed with the same settings?
13
Reports scheduled for Recurrence: Daily are automatically disabled if they are not downloaded for _______
14
Individual versions of reports that have already been run cannot be deleted.
15
Anyone who has access to the dashboards has the ability to make them public.
16
Which of the following is used to design and personalize your own working environment, allowing you to configure and store custom views for future use?
17
What options are available for exporting data from a view? (Choose two.)
Choose one or more answers
18
When you change an agent’s queue status from On Queue to Off Queue, what is the agent’s status displayed as in the view?
19
What is the Alerting Timeout with respect to Queue configuration?
20
Which of the following best defines the ACD evaluation method Best Available Skis?
21
Which dialing mode allows the agent to see customer information before dialing?
22
Genesys Cloud CX Collaborate supports video chat with up to ____ people simultaneously.
23
What is the maximum file size that can be uploaded onto Genesys Cloud CX?
24
Once you create a custom field on your profile, it cannot be deleted from the Admin interface.
25
Which of the following statements is true regarding default language selection on the Organization Settings page?
26
What should you do to maintain high levels of security in the Genesys Cloud CX product suite, when a user leaves your organization?
27
Organizations with Communicate licenses can set up basic IVR with inbound call flow.
28
Which of the following features is unavailable if you are a PCI-compliant Genesys Cloud CX organization and have the PCI DSS setting enabled?
29
Which embedded clients does Genesys Cloud CX support? (Choose two.)
Choose one or more answers
30
What is the correct statement about Divisions?
31
Where can call recording be enabled?
32
Which of the following add-on options are provided in Genesys Cloud CX? (Choose two.)
Choose one or more answers
33
If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.
34
Organization setting that can be configured include: (Choose two.)
Choose one or more answers
35
All of the following are components of the Communicate Architecture Fundamentals hierarchy, EXCEPT ______________.
36
Genesys Cloud CX comes with a predefined set of number plans and outbound routes - Users cannot customize new number plans and outbound routes.
37
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
Choose one or more answers
38
Select the correct Telephony Connection Options from the list: (Choose three.)
Choose one or more answers
39
Where can DID Numbers be assigned to? (Choose three.)
Choose one or more answers
40
You can use Regular Expressions to create Number Plans.
41
Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation.
42
Which of the following components can be added to scripts? (Choose four.)
Choose one or more answers
43
The ________________ for iOS leverages the form factor of iOS tablets to help supervisors, managers, and executives make faster, more effective managerial and operational decisions.
44
The _________ provides a high-level overview of a campaign's performance.
45
A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented.
46
In which of these views would you see the amount of time an agent spent in each status?
47
Which Genesys Cloud CX feature is responsible for the routing capabilities present in the platform?
48
Your contact center wants to track the outcome of calls and chats.
What can be configured within Genesys Cloud CX to provide this functionality?
49
The Utilization feature of Genesys Cloud CX allows administrators to configure: (Choose two.)
Choose one or more answers
50
With Genesys Cloud CX Architect, you can build menu applications of varying complexity through a user-friendly drag-and-drop graphical interface.
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