GNSYS Cloud CX

Which feature requires at least one SSO integration to be configurated before … a user login in Genesys Cloud. Disable location detection. Password Expiration. Disable Genesys Cloud CX login. Open Admission.

Amelia is changing departments within the organization and has a newer manager. Currently, Genesys Cloud is not synchronized with the HR systems. What always must you able to update for reporting structure in Genesys Cloud?. Do nothing. Genesys Cloud will update everything automatically. Update her manager in her profile. Genesys Cloud will automatically update her place in the hierarchy. Update her peers. Genesys Cloud will then update her manager automatically. Update her manager and her peers in her Profile.

When creating an external trunk, what protocol(s) can be selected?. The default protocol. TCP. TLS. SIP. UDP.

In Genesys Cloud CX you can prevent user from calling U.S premium rate numbers by: Specifying the premium-rate numbers you would like to restrict access to while subscribing Genesys Cloud CX. Creating a number-plan to identify premium-rate numbers. Manually training users to prevent calling premium-rate numbers. Configuring trunks to identify premium rate numbers.

What additional functionality does Communicate brings to Genesys Cloud?. Knowledge base features, such as FAQs and Communities. Unified Communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant. Call center features such as ACD and scripting. Directory capabilities, such as advanced search, profiles, and keyword searching.

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. Place ACD and non ACD calls, but not receive. Receive ACD and non ACD calls, but not place. Place and receive ACD calls, non ACD can neither be place nor received.

Which statements are true regarding the Genesys Cloud Edge appliance? (Choose 3 answers). It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud, and third-party systems. It provides core telephony services. It provides for the Integration of Active Directory, Sharedpoint, and other third-party data. It manages the PureCloud platform services. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

What Genesys Cloud configuration option provides a way to ensure that phones of a specific make and model are all deployed with the same settings?. Managed IP Phones. IP Phone Templates. Base Settings. Default Station configuration.

You are preparing to deploy Genesys Cloud and need to order the trunks. Where can you find guidelines on PSTN carrier requirements?. By asking your carrier what you need. On the PSTN Carrier’s web site. There are no options. Just get a trunk line installed. In the Genesys Cloud Resource Center.

Which of the following Edge features provides client and server-side call matching?. SIP Gateway. SIP proxy. Media Server. Call broker.

To assign extensions to users, you must first _____. Create a pool of extensions. Buy the extension number from the carrier. Add the extension to the dial plan. Assign the extension to the user’s phone.

You must work closely with _____ before completing configurations for external SIP trunks. Genesys. The Resource Center. Your carrier. Your designated contact.

Which of the following Edge Features contains the built in remote survavility mode?. SIP Gateway. Call broker. SIP PROXY. Disaster recovery.

What are the two methods to create a conference call in Genesys Cloud CX?. Whit multiple active calls, click and drag an unselected call into the previously selected call details. Click the call icon, expand the dialpad, then enter the names or phone numbers of the attendees in the search area and click. Click the conference button in Genesys cloud cx directory and the enter the names or phone numbers of the attendees. Have all attendees call you. When all calls are active click the start conference button.

Organizations with Communicate licenses can set up basic IVR with inbound call flow. True. False.

All of the following are steps that must be completed to configure an Edge appliance, EXCEPT____. Create a Site. Assign the Edge to a Site. Configure a trunk. Create an Edge Group. Associate the network interface. Authenticate the Edge. Configure the Edge Connectors.

Which of the following features is unavailable if you are PCI-compliant Genesys cloud organization and have the DSS setting enabled. Calling address. Protocol capture. Media capture. SIP access level.

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding. True. False.

What is the metrics called for the average amount of the time an interaction waits in queue before an agent answer it. AHT. ASA. ACW. ATT.

Select the possible factors which increase the report runtime and failures. (Choose 2 answers). Adjust report parameters so that report includes fewer agents, queues and interactions. Run reports during peak hours. Review and ensure the usage of scheduled reports. Ask every team member to run and save a copy of the report.

Individual versions of report that have been already run cannot be deleted. True. False.

How many days does the report exist after you run it?. 60. 70. 80. 90.

which of the following is used to design and personalize your own running environment … (para los propios informes) (pregunta no terminada). Activity. Evaluations. Documents. Workspaces.

Select the available templates for adding widgets to a performance dashboard (Choose 4 answers). Agent Status. Grid. Text. Metric. Interaction. Chart.

Monitoring five queues in real-time. She identifies one of the queues service level percentage to be below the threshold levelWhich of the following will help her view specific information about the queues to in real-time?. My queues activity. Queues activity. Queue performance. Performance dashboard.

In which of these views would you see the amount of time an agent spent in each status?. Agent interaction. Agent queue. Agent status. Agent performance.

What will be the agent’s user status in the interaction view when you change an agent’s queue status from On Queue to Off Queue?. Available. Busy. Away. Break.

Genesys Cloud CX Support embedded client for salesforce and Zendesk. True. False.

What is the distinguishing feature between queues and groups?. Queues can have agents as member, while groups cannot. Both queues and groups have the same ACD capabilities. Queues allow more complex scenarios like skill-based routing, while groups cannot. Queues can be used in Architect flows, while groups cannot.

Which of the following are ACD Evaluation methods? (Choose 3 answers). All Skills matching. Best Available Skills. Bullseye matching. Disregard skills. Agent availability.

What is the Alerting Timeout with regard to Queue configuration?. This is how long the interaction will alert before disconnecting. This is how long the agent has to complete after call work. This is how long the interaction will alert to begin alerting the agent. This is how long the interaction will alert before timing out and setting the agent`s status to Not Responding.

Which of the following can be configured on inbound interaction to be used by ACD processing? (choose 2 answer). Languages. Intent of call. Skills. Agent availability.

The license used by a user is determined by the permissions enabled in the roles assigned to that user. True. False.

Select the applicable options for Genesys Cloud Architect. (Choose 3 answers). Play pre-recorded messages. Convert text to speech. Configure queues. Create skills. Receive and route calls.

Select the categories of Prompts in Architect? (Choose 2 answers). User. Menu. Data. System.

Which of the following statements about scripts is true?. Scripts can be used for inbound interactions only. Scripts are only used to configured when setting up Architect. Scripts can be used in all types of interactions. Scripts may be used for outbound dialing campaigns only.

Which dialing mode reduces the risk of an abandon?. Power. Progressive. Agentless.

Where are Genesys Cloud call recordings stored?. Recording Management. Cloud. Web Service. AWS Cloud.

Which dialing mode allows the agent to see the customer information before dialing?. progressive. predictive. preview. power.

Which functionalities are available in Genesys Cloud WFM? (Choose 3 answers). Short-Term Forecast. Schedules. Long-Term Forecast. Forecast simulator.

Which of the following is not a quality management feature ?. Evaluation forms. Policies. Scheduling. Interaction recording.

Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?. routing. queue management. workforce management. reporting and analytics.

What is the maximum file size that can be uploaded into Genesys Cloud CX. 10MB. 100MB. 2GB. No limit.

Which of the following add-on options are provided in Genesys Cloud CX? - Son varias opciones. AI. VR. Digital. Human capital management. Workforce Engagement.

Once you create a custom field on your profile, it cannot be deleted from the admin interface. True. False.

which setting allows you create a place for group in your organization to upload, organize and share documents and files?. workspaces. people. queues. groups.

If you have not configured an email address to report issues in Genesys cloud CX. Se crea una cuenta automáticamente. no se envía a ninguna cuenta. se lo manda al admin. almacena los mails y los envía cuando lo configure.

What is the maximum limit for creating performance dashboards for private users?. 10. 15. 20. 25.

Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?. Agents Wrap-Up Interval Detail. Agents Schedule Detail. Agents Wrap-Up Detail. Agents Interactions Detail.

The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for ________. 14 days. 90 days. 7 days. 30 days.

You must define the phone configuration in Genesys Cloud to associate with a physical phone. What binds the phone’s settings in Genesys Cloud to a physical phone?. The phone model. The Base Settings. The phone name. The Hardware ID (MAC address).

Which option provides the ability for an email interaction to be interrupted by voice?. Admin > Contact Center > Utilization. Admin > Contact Center > ACD Skills. Admin > Routing > Emergencies. Admin > Routing > Disconnect Interactions.

Which of the following components can be added to scripts? - Son más de una opción. Visual Basic Control. Text. Call Flow. Checkbox. Web Page. Image.

What is a critical question in an Evaluation Form?. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions. Critical questions are questions that the agent must answer. Critical questions are multiple choice questions that have a higher weight than non-critical questions. If answered “No”, critical questions will result in an evaluation score of zero for the interaction.

Recording Policies can be configured for what type(s) of contact(s)?. Call. Chat. Email. Message. All of the above.

The Bullseye routing method relaxes the required skills as the selection pool expends from one ring to the need. What is the maximum number of rings that can be defined for Bullseye routing?. 8. 6. 4. 2.