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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 level Which 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.

Several people have complained that they try to join a group chat and they can´t find the group in a search. What is the most likely reason?. The group is in the wrong organization. Group chat is only available to administrators. The group is set to members only and they are not members of the group. The group is set to public.

What two options are available to create a customized user role?. Copy an existing role then add the necessary permissions to meet your needs. Create a new role and assign the necessary permissions to that role. Create or modify a workgroup to meet your needs. Create a new group and assign the necessary permissions to the group.

Where should you go first when you have a question regarding your Genesys cloud ****. Resource center. Tier 2 support. Support ticket portal. Your manager.

What is the recommended way to create a .csv file?. Use a text editor, such as, Notepad to create a .csv files. Create a spreadsheet and export file as a .csv file. Use a word processing application, such as Microsoft Word, to create a .csv file. Use a csv application to create a .csv file.

How many levels are featured for Contact Center Licensing?. 4. 3. 5. 2.

Which definition matches the After Call Work options Mandatory, Time-boxed no early exit?. Which definition matches the After Call Work options Mandatory, Time-boxed no early exit?. 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 the complete their After Call Work early. The agent is placed in an Alter Call work status and must manually set their status back to available when their After Call Work is complete. 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 the complete their After Call Work early.

Which ACD option help Genesys Cloud to apply business rules in order to process an Interaction. Routing Methods. Call Flow. Evaluation Method. ACD Processing.

Which definition matches the After Call Work option Optionaly. 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 the complete their After Call Work early. The agent may or may not complete after call work. The system will set them to available after an interaction complete. They are responsible for setting the availability appropriate if performing ACW. 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 the complete their After Call Work early. The agent is placed in an Alter Call work status and must manually set their status back to available when their After Call Work is complete.

Which definition matches the ACD Evaluation Method best available skills?. Looks for the first available agent and ignores any skill requirements. Matches the interaction to the first available agent who has all of the requested skill. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent`s proficiency rating for each of the requested skills.

When Enable Calls is turned on for a group, Genesys cloud routes interaction to all members either sequentially or random. True. False.

Why are skills and languages configured separately?. So that skill can have a more granular competency rating than languages. So that an agent with a skill can receive an interaction regardless of the language requirement. So that an agent with a language capability can receive an interaction regardless of the skill requirement. Skills are a subset of languages so that, the two can be configured to determinate if the agent will receive an interaction.

What additional functionality will your business have by sending up and using ACD Messaging in your contact center?. The ability to receive and route specific tweet to agent so that they can respond to those tweets. The ability to create and manage a Facebook page. The ability to have agent spontaneously post information about your business to Twitter, Facebook and other social media outlets. The ability for customers to access their accounts via social media channels.

What is the propose of the wrap-up code mapping?. The mappings allow you to associate some behavior with the wrap-up code, such as callback time. The mappings allow you to associate wrap-up code to specific campaigns. The mapping configures outbound dialing to flag a single number or the entire contact as uncallable, or the right priority contacted, based on the wrap-up code assigned to the interaction. The mappings allow you to associate wrap-up code to specific queues.

The Utilization feature of Genesys Cloud allows administrators to configure (choose 3 answer). The maximum capacity that an agent may handle simultaneously for each supported media type. The afther call work time for each media type. The length of time that an agent may spend on each media type. The number of different media type that an agent may handle simultaneously. The media type that can interrupt current interaction that an agent is handling.

Which ACD routing method routes interaction to the next available agent?. Bulleyes ACD. Standard ACD. Skill based routing. All of the above.

Why must you create queues for ACD functionality to work?. Queues are the waiting lines for the agents who will be assigned interactions through ACD. Queues provide ACD with a means to determinate the skill level requirement of an interaction. Queues are the waiting lines for interactions that are routed using ACD. Queues match agents to an appropriate interaction using ACD.

Which definition matches the ACD Evaluation Method All Skill Matching?. Looks for the first available agents and ignores any skill requirements. Matches the interaction to the first available agent who has all of the requested skill. Evaluates the first 100 agents to find the agent with the hightest average proficiency rating. The average is calculated using the agent`s proficiency rating for each of the requested skill.

Select the categories of ACD skills which can be added to a user or interaction (choose 2 answer). Language. Roles. Skills. Queues.

Which routing uses interaction flow to analyze the customer need and connects the customer to the appropriate resources. Skill based Routing. Interaction Routing. ACD Routing. IVR Routing.

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (choose 3 answer). Skills. Additional attributes rating. Language. Time since the agent became available. Stalling requirements.

Which definition matches the After Call Work option Mandatory Discretionary?. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Work Timeout is reached. The agent may set themeselve to Available if they complete their After Call Work early. The agent is placed in an Alter Call work status and must manually set their status back to available when their After Call Work is complete. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Work Timeout is reached. The agent may not set themeselve to Available if they complete their After Call Work early. The agent may or may not complete after call work. The system will set them to available after an interaction complete. They are responsible for setting the availability appropriate if performing ACW.

What do the default Service Level and Service Level target for Voice Interactions mean?. 80 calls and chats must be answered every 20 seconds. 80% of calls and chats must be answered every 20 seconds. 80% of agents must answer calls and chats within 20 seconds. 20 chats and calls must be answered in 80 seconds.

What allows customer interactions to be handled by agents with the right skills in the shortest amount of time?. Routing Strategies. Automatic Call Distribution. WorkForce Management. Skill Based Routing.

Which definition matches the After Call Work option Mandatory. Time-boxed?. The agent may or may not complete after call work. The system will set them to available after an interaction completed. They are responsible for setting the availability appropriate if performing ACW. 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 the complete their After Call Work early. 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 the complete their After Call Work early. The agent is placed in an Alter Call work status and must manually set their status back to available when their After Call Work is complete.

Which of the following media types can be selected when creating a report? (choose 3 answer). Voice. Email. Voicemail. Chat.

Which of the following are components of Genesys Cloud Reporting and Analytics? (choose 3 answer). Reports. Dynamics Views. Dashboard. Interaction.

Which definition matches the Analytics view for interaction?. Used to monitor real-time contact center metrics. Used to view real-time metrics, such as, status, time in status, calls answered, average talk time and average ACW. Used to view real-time and historical metrics, such as, service level %, abandon %, customers rating and active agents. Used to view historical data only. Used to view metrics for complete phone call and chats, such as, the user, remote telephone number, date/time and duration.

Which of the following options are used when scheduling a report? (Choose 3 answers). Time period. Custom Date Range. Recurrences. Time zone. Start Time.

Genesys Cloud enables automatic license assignment by default. True. False.

Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose 2 answers). Employee. Master Admin. Genesys Cloud User. Admin. Telephony Admin.

Under which container is Queue available?. Contact Center. Telephony. Integration. Routing.

Which options allows the flow to be interrupted if the caller says something while in the IVR?. Add blank audio. Enable Speech recognition for the entire flow. Menu prompt. Menu option.

How many types of flows are supported by Architect?. 5. 6. 7. 8.

Which options in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to arrond Architect?. Default Menu choice. Menu options. Add blank audio. Menu prompt.

If you have not enabled any additional template, you will haves several template options when creating a new script. What are the template options? Choose 4 answers. Blank Script. Default Callback Script. Default Inbound Script. Default Outbound Script. Collection Script Template. Sales Script Template.

What is the purpose of Scripts whiting Genesys Cloud Contact Center?. Scripts can be used for inbound interactions only. Scripts can be used to guide you when setting up Architect. Scripts can be used for inbound interactions, manually dialed call in addition to outbound dialing campaigns. Scripts can be used for outbound dialing campaigns only.

If you navigate away from the page without saving the Script, you will not lose any work you have completed. True. False.

What does it imply when a campaign does not dial a list of telephone numbers?. They are in the DNC list. The call wont unanswered. Unable to reach the customer. The telephone number is wrong.

What statements are true regarding contact lists used for outbound campaigns? Choose 3 answers. Contact lists must contain the home phone number and first and last name fields, at a minimum. Contact lists are read-only and cannot be updated by the agents. A contact list can have its own unique structure, including an arbitrary number of phone number types. Each campaign can have its own contact list, or contact lists can be shared among campaigns. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name.

What are callable times sets?. Callable Time Sets allows you to define calling times for various time zones. Multiple Callable Times Sets can then by associated with a single campaign. Callable Time Sets allows you to define calling times for various time zones. A Callable Time Set can then associated with multiple campaigns. Callable Time Sets provide a way to define your own time zones to associate with a campaign. Callable Time Sets are used to define when a campaign stars and stops.

What is a DNC list?. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode. A DNC list is another name for a contact list. A DNC list is a table containing high-priority numbers that should be dialed using preview mode. A DNC list is a table containing phone numbers that a campaign should never dial.

What is the default calls count dialed for the global configurations setting called Max Calls Per Agent?. 15. 12. 11. No Limit.

What would you select from the Admin>Outbound Dialing means to create a new campaign?. Scripts. Schedules. Campaign Dashboard. Campaign Management.

By Default, Line recording is disabled. True. False.

What question types are available when creating a Evaluation Form? (Choose 3 answers.). Multiple Choice. Yes/No. Fill in the blanck. Range. Multiple response.

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same calls or interactions?. Scoring. Monitoring. Calibration. Evaluation.

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?. Reports. Performance>Agents. Admin>Contact Center. Admin>Quality.

What is a fatal question in an Evaluation Form?. Fatal questions have a heavier weight than non-fatal questions. Fatal questions are also critical questions. If scored “No” the evaluation score will be zero. Fatal questions are also critical questions. If scored “No” the agent will be terminated. Fatal questions are the same as critical questions.

Genesys Cloud Quality Management features provide several methods to create calibrations, and for selecting Recording for calibration …… Which option successfully ---- calibrations to evaluators?. Create a policy to assign recordings, based on certain interaction criteria, for calibration. Create a calibration by selecting a recording from an interaction search. Create a calibration by selecting a completed evaluation.

Call Recording is enabled in ……. Admin > Telephony. Admin > Quality. Admin > Contact Center.

Currently, you manage all agents schedules by using a spreadsheet. This shows when much agent is waiting when they are on breaks, and…… ¿Cuál es mejor que la hoja de cálculo….?. Workforce Management. Workflow Process Automation. Genesys Cloud Architect. Genesys Cloud Reporting.

Select the types of scheduling available in Genesys Cloud (Choose 2 answers). Manual Scheduling. Load based Scheduling. Automated Scheduling. All of the above.

Which Genesys Cloud feature helps ensure enough agents are in the right place at the right time?. Routing. Queue Management. Workforce Management. Reporting and Analytics.

What web browser are used to Genesys Cloud? (2 answer). internet explorer. Firefox. Google chrome. Safari. Otro1. Otro2.

What are the categories of rules that will be defined in rule sets on outbound campaigns? (Choose 2 answers). Post-call. Pre-call. On-call. Wrap-up.

Neo corporation plans to purchase the Genesys Cloud contact Center solution from Genesys. They need unlimited multi-channel, that following license level suits this need?. Genesys Cloud 1. Genesys Cloud 2. Genesys Cloud 3. Collaborate. Communicate.

Select the categories of ACD skills that can be added to a user or interaction. (Choose 2 answers). Language. Role. Skills. Queue.

You can play whisper audio only if the agent is configured for auto-answer. True. False.

Which of the following attributes assigned to the agents ensure that the interaction is routed to the most qualified agent? (Choose 2 answers). Languages. Medians. Skills. Index Ratings. Knowledge levels.

When the Bullseye Routing method is used, you can remove skill requirements when the interaction goes to the next ring. True. False.

A system that routes interactions based on an algorithm that determines the best available agent for an interaction. Architect. Automatic Call Distribution. Emergency Groups. Scheduling.

You have added a new user to Genesys Cloud, but the phone call icon on the left pane is not being displayed for that user … receive d) What is the most likely reason for this?. The user deleted the icon. The user is not assigned the appropriate role. The user’s phone is unplugged. A phone number was not assigned to the user.

Which options can be configured when setting up a queue? (Choose 2 answers). Wrap-up Codes. ACD Skills. Utilization. Alerting Timeout. Inbound Flows.

Why are Divisions important in an organization?. Divisions are used to divide interactions equally between 2 or more queues. Divisions allow the organization to control which roles can be assigned to users. Divisions allow the grouping and segregation of objects while keeping them inside the same organization. Divisions define which users can be assigned to queues.

Which role is assigned automatically to users when they are created?. User. Communicate-User. Admin. Employee.

Which Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?. Dialog boxes. Scripts. Toast pop-ups. IVR prompts.

Scripts are presented to the agent via screen pop. True. False.

You cannot add variables to a script. True. False.

For Outbound dialing, where do you configure the dialing mode?. In the Contact List object. In the Queue object. In the Campaign object.

Which dialing mode dials multiple contacts once an agent becomes available?. Power. Predictive. Progressive. Agentless.

Which of the following needs to be configured for an outbound campaign? (Choose 3 answers). Agents. Evaluation Forms. Contact List. Campaigns. Dialing modes.

Policies automate repetitive quality management tasks. Which items could be defined as policies? (Choose 3 answers). Update the Do Not Call list with records that have the appropriate wrap-up code. Specify time sets as a matching criteria. Set up a schedule to run a daily report. Automatically assign an evaluation for all calls over 5 minutes. Determine how long to retain recordings and whether to archive or delete them.

Which of the following options is the best way to monitor the deviation from the forecast versus the real-time?. Real-time adherence. Historical adherence. Intraday monitoring. View Agent schedule.

How many types of Genesys Cloud Contact Center License are available?. 5. 2. 3. 4.

Which license offers features for organizations that requires multi-channel based Support, including social media with Workforce Manager in …. Genesys Cloud 1. Genesys Cloud 2. Genesys Cloud 3. Genesys Cloud 4.

Which platform component manage account configuration, directory search , user membership, pone call routing, agent assigment?. Public Interface Service. Core Services. Communication Service. Application Services.

Instant messaging costs are significantly less than long-distance phone communications. True. False.

Select all the sections for the standard profile page (Choose 5 answers). General. Relationships. Contact. Contact Information. Skill & Certifications. HR. Languages.

Where you can find people in your organization and add external contacts to the organization?. Documents. Activity. Directory. Location.

What are the operating systems available for Genesys Cloud mobile applications? (Choose 2 answers). Blackberry OS. IOS. Windows 10 mobile. EOS. Android.

You want upload a checklist to Genesys Cloud so that the Adventure Specialist can all access it to use when preparing for a new adventure. Which menú item could you click to start the upload process?. Activity. Chat icon. Documents. Admin.

Profiles can contains various types of information about people in your organization. What is one reason that. It is important to have employees complete their profile information?. Searches performed in the Genesys Cloud suite use information in the profile to return appropiate results. The education information can be verified against the human resources database. The profile information can be used to keep Linkedin information updated. When employees have free time, the can review biographies of their peers.

You want to have a video chat with Jill and Amelia in the Kayak Guides room. You have clicked on the Open video call icon to initiation the video chat. What xxxxx must happies into for the video chat to work?. Other participants must also click on the Open video chat icon. All participants must click on the Join button in the video chat view. All participants, except the initiator, must click on the Join button in the chat view. Participants automatically placed in the video chat, when clicking on the chat room.

What role is needed for a user who is responsible for the deployment and installation of the Genesys Cloud organizations?. Supervisor. admin. employee. User.

What should you do when a user leaves your organization to maintain high levels of security in the Genesys Cloud product suite?. Reset the user’s password. Rename the user account. Set the user to inactive for 30 days, then delete the user account. Create a role for former users and add the user to that role.

Genesys Outdoor Adventures has just opened a new office in Kawai, Hawaii. Which setting would you click to add information about the new office?. Workspaces. Locations. Bridge. Organization Settings.

Will the default language of the user get updated if you update the default language of the contact center?. Yes. No.

You just added 53 employees to Genesys Cloud, John Camper emailed you to say that everyone around him received an invitation mail to Genesys Cloud, but the didn’t you want John is do able to use the features and functions of Genesys Cloud. What can you do to provide John with the login credentials? (Choose 2 answers). Resend the invite. Add John to Genesys Cloud again so that a new invitatiton will be generated. Submit a ticket to Genesys Cloud support. Reset John’s password and let him know the password to log in with. Tell John to be patient and wait for the email to arrive.

Andrew is a user in your organization who has been on vacation for two weeks and can’t remember his password. Which setting would you use to reset Andrew’s password?. Edit Person. Send Invite. Reset Password. Roles/Permissions.

You have just added a new document to Genesys Cloud so that everyone within the organization can access it xxxx needed. What must you do to xxxx that users can find the document when they want to access it?. Add meaningful tags to the document. Add a priority of “high” to this document. Make sure you name the document in a way that is easy to search for. Number the documents in such a way that this one appears at the top of the list.

Which feature is used to share a document of size 1GB size through chat?. Attach Button. Workspace sharable link. Drag and Drop. Add web links.

How do you represent your organization when you contact the Genesys Cloud support teams?. Organization ID. Company Name. Agent Name. ID.

Arrange the most logical process steps for configurating Genesys Cloud Collaborates. 1.Configure Organization Settings 2. Configure Document Sharing 3. Configure Location Settings 4. Add users to the organization 5. Group users together 6. Assign roles and permissions. 1 4 3 6 5 2. 1 3 4 2 5 6. 1 3 4 6 5 2. 1 4 3 5 6 2.

How many types of groups are there by default?. 5. 3. 4. 2.

What is Genesys Cloud Voice?. A third-party service that provides external phone trunks. A help bot that is available within Genesys Cloud chat. Another name for Genesys Cloud. An Internet-based telephony service that can be purchased and activated for use with Genesys Cloud.

Every agent should be assigned a DID phone number. True. False.

Which of the following statements are true? (Choose 2 answers). You can view both protocol and media capture logs. You cannot view either type of log file. You can view protocol capture logs but not media capture logs. Media capture logs can be read only with the support of customer care.

How many categories of routing are there in a Call Route under the Call Routing page?. 5. 4. 3. 2.

If you want all your Edge in Edge Group to use the same WebRTC phone trunk, where should you configure that?. In the Edge Configuration Network Interface tab, select Use the following trunks under the Phone Trunks section. In the Edge Configuration Network Interface tab, select Use the following trunks under the External Trunks section. In the Edge Configuration Network Interface tab, select Inherit from Edge Group under the Phone Trunks section. In the Edge Configuration Network Interface tab, under the Phone Trunks section, select inherit from Edge Group and then select WebRTC phone trunk for the appropriate Edge Group.

Where do you add the list of IP or CIDR addresses allowed or denied access to an External or Phone Trunk?. Availability. SIP Access Control. Outbound. Calling.

When you configure to place a call outside the contact center, is it possible for you to assign a default country code?. Yes. No.

All of the following are components of the Communicate Architecture Fundamentals hierarchy, EXCEPT _______. Organization. Gateway. Site. Edge Groups. Edge.

………Where………. would you click to mute yourself where on a call?. Microphone. Vertical bars. Dialpad. Drop-down arrow. Phone with down arrow.

Which statements are true regarding the role of Designated Contacts? (Choose 3 answers). Designated Contacts provide the first level of support for their organization. Designated Contacts must report any issues to support immediately and let support determine where the issue lies. Designated Contacts must troubleshoot an issue to the point that they determine that the problem does not lie within their responsibility. Designated Contacts are the only people within an organization with access to the Resource Center. Designated Contacts are the only within the organization who may contact and work with support.

Your company has just acquired a new building, and you have been asked to add a new location in Genesys Cloud. What are the previous to check before you add the new location? (Choose 2 answers). You must know what groups to create for the new location. You must have images of all the users located at the new location. You must collect general information that you want displayed for each location, such as: building address, number of floors, location contact information, location images, and floor plan images. You must have the basic profile data for the users at the new location. You must have Admin rights for Genesys Cloud.

What type of trunk would you create to connect to an AudioCodes Mediant gateway?. External trunk. Network interface trunk. WebRTC phone trunk. SIP phone trunk.

Which edge type supports up to 75 concurrent calls with opus recording enabled?. Genesys Cloud Edge Mini. Genesys Cloud Edge Standard v3. Genesys Cloud Virtual Edge. Genesys Cloud Edge Micro.

What type of trunk would you configure to connect to AudioCodes phones?. WebRTC phone trunk. Phone trunk. External trunk. Network interface trunk.

How should SIP trunking be configured for local deployment of Genesys Cloud?. Separate inbound and outbound traffic to different SIP trunks and establish SIP trunks to each of your Edge appliances. SIP trunking should not be used with PureCloud. Combine inbound and outbound traffic trunks but connect each trunk to its own Edge appliance. Separate inbound and outbound traffic and connect all trunks to one Edge appliance.

Is it possible to upload a group of files using Document?. True. False.

Develope a single application as a suite of small services: Microservices architectural. Monolithic architectural. Open architetural.

How can you start a call?. From history. From inbox. from .NET historial. using dialpad (o algo así).

What Option should you select to view real time reports of all queues?. directory. documents. client. performance.

What two types of telephony trunk exists?. Outbound proxy. webRTP / RTC. medigatweway. SIP.

What is used to trasnport digitalized audio? (seleccionar 3 opciones). TCP. UDP. RTP. TLS.

Sam wants to install the reporting app on his iPad for accesing the metrics. Help him by choosing the right one. Genesys Cloud Admin. Genesys Cloud User. Genesys Cloud Reporting. Genesys Cloud Supervisor.

Reports provide only real-time information. True. False.

What is the time interval for tracking metrics in Genesys Cloud?. 20 mins. 30 mins. 40 mins. 10 mins.

While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?. Yes. No.

How is an incoming Call represented in reports?. Inbound. Incoming. Offered. Calls Received.

After Call Work for callback interactions is always ________. One. Based on the agent status. Zero. Two.

Which of the following reports are aggregated daily? Choose 2 answer. Agent Metrics Export Report. Agent Metrics Report. Agent Login-Logout Details Report. Agent Quality Details Report.

How is Service Level calculated by default?. (Number of answered interactions – number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation option switch setting(s))) * 100. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation option switch setting(s))) * 100. (Number of answered interactions – number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation option switch setting(s))) * 100. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation option switch setting(s))) * 100.

Which of the followings statements are true? Choose 3 answer. A queue report only counts interactions handled by an agent. An Abandon is an interaction that disconnects before an agent handled it. An agent-based report counts any interactions an agent worked with. Each report contains a pre-defined set of metrics. Reports can be created and then configure.

Which report calculates a Monthly Service Level?. Queue Metrics Report. Queue Wrap-up Summary Report. Queue Metrics Summary Report. Queue Metrics Interval Report.

You just run the Queue Metrics Interval report and unsure how the average speed of answer (ASA) was calculated. Where can you find the information for Genesys Cloud Contact Center?. Resource Center. Google. Contact Center User Manual. CIC Data Directory.

You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer and average talk time. Which report provide detailed statistics about multimedia queue activity. Interaction Details reports. Queue Wrap-up reports. Agent Metrics reports. Queue Metrics reports.

Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?. Agent Metrics Report. Agent Activity Summary Report. Agent Login-Logout Details Report. Agent Quality Details Report.

Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. Choose 4 answers. Review interactions in which an agent´s performance varies significantly from average. Learn the reason for long or short interactions. Focus on numerical results, which tend to encourage desirable results. Identify opportunities for improvement. Coach the agent on positive behaviors such as better call control. Train the agent to reduce handle time.

Which of the following are available report file formats for export? Choose 3 answer. .doc. .xls. .txt. .docs. .xlsx. .pdf.

After the report gets deleted, you can download it from the archived list. True. False.

Jose created and saved an agent report. He did not configure some of the options, and the current status of this report is Disabled. How can he enable this report?. Reports > Report Editor > Report Generation Time> Schedule. Reports > Report Editor > Report Generation Time> Now. Reports > Report Editor > Report Generation Time> Schedule Properties. Reports > Report Editor > Report Generation Time> Recurrence.

What will happen if too many reports run at the same time?. Reports run successfully. Reports will fail to run. Partial Reports will run.

Which definition matches the performance and activity views for Queues?. Used to monitor real-time contact center metrics. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW. Used to view rea-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents. Used to view historical data only. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Which definition matches the performance views for Agents?. Used to monitor real-time contact center metrics. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW. Used to view rea-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents. Used to view historical data only. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Which definition matches the performance view for Dashboard?. It is used to monitor real-time contact center metrics. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW. It is used to view rea-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents. It is used to view historical data only. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Your customizations in the interaction view remain in effect even if you leave and return to the view. True. False.

How can we monitor the real-time statistics for all Queues?. Performance > Queues Activity. Performance > My Queues Activity. Performance > Queues Performance. Performance > Queues.

Which view displays current metrics and information about the queues if you have a membership?. Queues Activity. Queues Performance. My Queues Activity. Queues.

Which of the following metrics are only related to Inbound Interactions handled by a queue? (Choose 5 answers). Offer. Answer %. Service Level %. ASA. Avg Handle. Avg Wait. Hold. Transfer.

Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?. Agents. Queues Activity. Skills Performance. Interactions.