GENESYS CLOUD CX: CONTACT CENTER ADMINISTRATION TEST LATEST
UPDATED
Which three elements comprise the Genesys Cloud Platform? ANSWER
Center for Collaboration, Communication, and Contact
Which of these describes Genesys Cloud Contact Center's five essential
features?
a. Contact Center Management b. Agent Interface c. AWS d. Process
Automation e. Scripts f. Reports, Dashboards, and Views
g. Containers h. Interfaces i. ACD- ANSWER Scripts e. Contact Center
Management b. Agent Interface c. Reports, Dashboards, and Views i. ACD
True or False: Genesys Cloud Contact Center has a single licensing tier.
ANSWER Untrue
Which two route types does Genesys Cloud use?
a. Inbound and outgoing contact b. AWS and IVR routing c. Bullseye and
standard ACD routing d. WFM and IVR routing - ANSWER Bullseye Routing
and Standard ACD
Only agents with all the necessary skills are taken into consideration by _____.
a. Every skill is in line
b. Top-notch abilities
c. Ignore abilities, Next agent: ANSWER A. Every skill is in line
A list of agents with all the necessary skills, arranged according to the last ACD
encounter.
a. Every talent matches b. The best skills accessible
c. Ignore abilities, Next agent: ANSWER B. Top-notch abilities
The agent who has had the most ACD interactions receives incoming
interactions. a. All skills match; b. The best skills are available; c. Skills are
ignored; next agent ANSWER C: Ignore talents and move on to the next agent
Which of the following can be assigned wrap-up codes?
Agents, Skills, and Queues ANSWER C: Queues
UPDATED
Which three elements comprise the Genesys Cloud Platform? ANSWER
Center for Collaboration, Communication, and Contact
Which of these describes Genesys Cloud Contact Center's five essential
features?
a. Contact Center Management b. Agent Interface c. AWS d. Process
Automation e. Scripts f. Reports, Dashboards, and Views
g. Containers h. Interfaces i. ACD- ANSWER Scripts e. Contact Center
Management b. Agent Interface c. Reports, Dashboards, and Views i. ACD
True or False: Genesys Cloud Contact Center has a single licensing tier.
ANSWER Untrue
Which two route types does Genesys Cloud use?
a. Inbound and outgoing contact b. AWS and IVR routing c. Bullseye and
standard ACD routing d. WFM and IVR routing - ANSWER Bullseye Routing
and Standard ACD
Only agents with all the necessary skills are taken into consideration by _____.
a. Every skill is in line
b. Top-notch abilities
c. Ignore abilities, Next agent: ANSWER A. Every skill is in line
A list of agents with all the necessary skills, arranged according to the last ACD
encounter.
a. Every talent matches b. The best skills accessible
c. Ignore abilities, Next agent: ANSWER B. Top-notch abilities
The agent who has had the most ACD interactions receives incoming
interactions. a. All skills match; b. The best skills are available; c. Skills are
ignored; next agent ANSWER C: Ignore talents and move on to the next agent
Which of the following can be assigned wrap-up codes?
Agents, Skills, and Queues ANSWER C: Queues
