GENESYS CERTIFICATION PRACTICE
SOLUTION 2026 SOLVED ITEMS CONFIRMED
A+
◉ Select the key features of Genesys Cloud Contact Center. Answer:
Agent Interface, ACD, Scripts, and Contact Center Managemet
◉ There is only one level of licensing for Genesys Clound Contact
Center. Answer: False
◉ What are the routing types used by Genesys Cloud?. Answer: IVR
Routing and ACD Routing
◉ Identify the correct description for Best Available Skills?. Answer:
ACD Builds a list of agents with all skills; put the agents in sequence
by time
◉ Which of the following attributes are assigned to agents to ensure
that interactions are routed to the most appropriate agent?. Answer:
skills and languages
◉ Only a supervisor can activate/deactivate an agent from a queue.
Answer: false
,◉ Architect is available to all agents by default. Answer: False
◉ What is the purpose of an evaluation form in quality
management?. Answer: they measure how well your agents are
performing at their job; they can highlight where additional training
might be needed
◉ you can rename the Home division and move objects into and out
of it, but you cannot delete it.. Answer: true
◉ Using scripts, you can present information about a caller to an
agent, such as the caller's name and address. Answer: True
◉ A campaign can have multiple DNC lists. Answer: True
◉ Which Genesys Cloud component is a basic requirement to deploy
a simple contact center with Rotary call routing to a group of
agents?. Answer: Communicate
◉ What is the maximum file size that a user can upload into Genesys
Cloud Documents?. Answer: 2 GB
,◉ You can enable the location detection setting of the contact center
from the _____ container. Answer: Account Settings
◉ Genesys Cloud does not perform virus scans for attachments that
are shared in chats.. Answer: True
◉ Every Edge must be associated with a ______. Answer: Site
◉ You want each group to have a place to upload, organize, and
share documents and files. Which setting would you click to
configure this behavior?. Answer: Workspaces
◉ A numbering plan is also known as a dial plan. Answer: True
◉ Genesys Cloud ______ Edge supports more than 75 concurrent
calls.. Answer: Standard
◉ Which of the following displays the real-time metrics for the
contact center?. Answer: Dynamic views
◉ The number of offered calls always equals answered +
abandonded + transfer. Answer: False
, ◉ Select the metrics that are available in the Agent Metrics report..
Answer: Interactions that have handled the time, average talk time,
after call work and handle time, transfer
◉ Which Queue report shows the summary data associated with
specific wrap-up codes?. Answer: Queue Wrap Up Summary report
◉ Which report shows details about interactions for one or more
agents?. Answer: Interaction Details Report
◉ Which report provides the evaluations of agents for interactions
that started within the range specified in the report's parameters?.
Answer: Agent Quality Details Report
◉ Which configuration field allows you to turn on the schedule for a
report?. Answer: Report Generation Time
◉ What formats are available for report downloads?. Answer: PDF,
XLS, XLSX
◉ For how long can you access a historical copy of a report before it
is automatically deleted?. Answer: 90 days
SOLUTION 2026 SOLVED ITEMS CONFIRMED
A+
◉ Select the key features of Genesys Cloud Contact Center. Answer:
Agent Interface, ACD, Scripts, and Contact Center Managemet
◉ There is only one level of licensing for Genesys Clound Contact
Center. Answer: False
◉ What are the routing types used by Genesys Cloud?. Answer: IVR
Routing and ACD Routing
◉ Identify the correct description for Best Available Skills?. Answer:
ACD Builds a list of agents with all skills; put the agents in sequence
by time
◉ Which of the following attributes are assigned to agents to ensure
that interactions are routed to the most appropriate agent?. Answer:
skills and languages
◉ Only a supervisor can activate/deactivate an agent from a queue.
Answer: false
,◉ Architect is available to all agents by default. Answer: False
◉ What is the purpose of an evaluation form in quality
management?. Answer: they measure how well your agents are
performing at their job; they can highlight where additional training
might be needed
◉ you can rename the Home division and move objects into and out
of it, but you cannot delete it.. Answer: true
◉ Using scripts, you can present information about a caller to an
agent, such as the caller's name and address. Answer: True
◉ A campaign can have multiple DNC lists. Answer: True
◉ Which Genesys Cloud component is a basic requirement to deploy
a simple contact center with Rotary call routing to a group of
agents?. Answer: Communicate
◉ What is the maximum file size that a user can upload into Genesys
Cloud Documents?. Answer: 2 GB
,◉ You can enable the location detection setting of the contact center
from the _____ container. Answer: Account Settings
◉ Genesys Cloud does not perform virus scans for attachments that
are shared in chats.. Answer: True
◉ Every Edge must be associated with a ______. Answer: Site
◉ You want each group to have a place to upload, organize, and
share documents and files. Which setting would you click to
configure this behavior?. Answer: Workspaces
◉ A numbering plan is also known as a dial plan. Answer: True
◉ Genesys Cloud ______ Edge supports more than 75 concurrent
calls.. Answer: Standard
◉ Which of the following displays the real-time metrics for the
contact center?. Answer: Dynamic views
◉ The number of offered calls always equals answered +
abandonded + transfer. Answer: False
, ◉ Select the metrics that are available in the Agent Metrics report..
Answer: Interactions that have handled the time, average talk time,
after call work and handle time, transfer
◉ Which Queue report shows the summary data associated with
specific wrap-up codes?. Answer: Queue Wrap Up Summary report
◉ Which report shows details about interactions for one or more
agents?. Answer: Interaction Details Report
◉ Which report provides the evaluations of agents for interactions
that started within the range specified in the report's parameters?.
Answer: Agent Quality Details Report
◉ Which configuration field allows you to turn on the schedule for a
report?. Answer: Report Generation Time
◉ What formats are available for report downloads?. Answer: PDF,
XLS, XLSX
◉ For how long can you access a historical copy of a report before it
is automatically deleted?. Answer: 90 days
