GENESYS CLOUD QUALITY MANAGEMENT 2026
EXAMS SCRIPT QUESTIONS AND ANSWERS SURE A+
✔✔Genesys Cloud does not currently support images, GIFs, or stickers in messaging
recorded transcripts
True or False? - ✔✔True
✔✔A ___ ___ temporarily stops the recording to exclude sensitive information such as a
credit card number.
A. insecure pause
B. secure pause
C. masked pause
D. secure mask - ✔✔B. secure pause
✔✔You can create a maximum of __ evaluations to an agent within a 24-hour interval.
Genesys Cloud displays a message if you reach the daily limit and you try to manually
create an evaluation on the interaction page.
A. 50
B. 100
C. 20
D. 15 - ✔✔A. 50
✔✔In case of the quality evaluation score metric, if an evaluator rescores the metric
after __ days, Genesys Cloud ignores the rescore and does not adjust the gamification
points.
A. 4
B. 5
C. 6
D. 7 - ✔✔C. 6
✔✔When you rescore an evaluation, the original score disappears.
, True or False? - ✔✔True
Only the new score remains visible.
✔✔If you save but do not submit a rescore, the evaluation remains unreleased.
True or False? - ✔✔True
The evaluation remains unreleased if you just saved it. Genesys Cloud removes the
points given for that specific evaluation.
✔✔A ____ allows you to compare scores on evaluations that you selected for
calibration in a central location.
A. evaluation
B. incubation
C. calibration
D. coaching - ✔✔C. calibration
✔✔When using a supported ___ ___, the system automatically answers your phone,
enabling the monitoring and coaching session.
A. SIP phone
B. remote number - ✔✔A. SIP phone
✔✔When using a ___ ___or any phone provisioned externally to Genesys Cloud, the
phone rings and requires you to pick up to start the session.
A. SIP phone
B. remote number - ✔✔B. remote number
✔✔___ allows you to listen to an interaction without disturbing the conversation
between the agent and the customer. Neither the customer nor the agent are aware that
you're doing the interaction.
A. Monitoring
B. Evaluating
C. Coaching
D. Calibrating - ✔✔A. Monitoring
✔✔___ allows you to drive improvements by offering comments and advice to the agent
during the interaction. Customers are not aware of the session and cannot hear your
conversation with the agent.
EXAMS SCRIPT QUESTIONS AND ANSWERS SURE A+
✔✔Genesys Cloud does not currently support images, GIFs, or stickers in messaging
recorded transcripts
True or False? - ✔✔True
✔✔A ___ ___ temporarily stops the recording to exclude sensitive information such as a
credit card number.
A. insecure pause
B. secure pause
C. masked pause
D. secure mask - ✔✔B. secure pause
✔✔You can create a maximum of __ evaluations to an agent within a 24-hour interval.
Genesys Cloud displays a message if you reach the daily limit and you try to manually
create an evaluation on the interaction page.
A. 50
B. 100
C. 20
D. 15 - ✔✔A. 50
✔✔In case of the quality evaluation score metric, if an evaluator rescores the metric
after __ days, Genesys Cloud ignores the rescore and does not adjust the gamification
points.
A. 4
B. 5
C. 6
D. 7 - ✔✔C. 6
✔✔When you rescore an evaluation, the original score disappears.
, True or False? - ✔✔True
Only the new score remains visible.
✔✔If you save but do not submit a rescore, the evaluation remains unreleased.
True or False? - ✔✔True
The evaluation remains unreleased if you just saved it. Genesys Cloud removes the
points given for that specific evaluation.
✔✔A ____ allows you to compare scores on evaluations that you selected for
calibration in a central location.
A. evaluation
B. incubation
C. calibration
D. coaching - ✔✔C. calibration
✔✔When using a supported ___ ___, the system automatically answers your phone,
enabling the monitoring and coaching session.
A. SIP phone
B. remote number - ✔✔A. SIP phone
✔✔When using a ___ ___or any phone provisioned externally to Genesys Cloud, the
phone rings and requires you to pick up to start the session.
A. SIP phone
B. remote number - ✔✔B. remote number
✔✔___ allows you to listen to an interaction without disturbing the conversation
between the agent and the customer. Neither the customer nor the agent are aware that
you're doing the interaction.
A. Monitoring
B. Evaluating
C. Coaching
D. Calibrating - ✔✔A. Monitoring
✔✔___ allows you to drive improvements by offering comments and advice to the agent
during the interaction. Customers are not aware of the session and cannot hear your
conversation with the agent.
