CCP Exam Prep Questions and Answers Rated A+

CCP Exam Prep Questions and Answers Rated A+ What three components make up the Genesys Cloud platform? 1. Collaborate 2. Communicate 3. Contact Center What are the 5 key features of Genesys Cloud Contact Center? (Select all that apply) 1. Agent Interface 2. Contact Center Management 3. AWS 4. ACD 5. Process Automation 6. Scripts 7. Reports, Dashboards and Views 8. Interfaces 9. Containers 1. Agent Interface 2. Contact Center Management 4. ACD 6. Scripts 7. Reports, Dashboards and Views (T/F) There is only one level of licensing for Genesys Cloud Contact Center. False What two types of routing are used by Genesys Cloud? Standard ACD and Bullseye (Def) ACD - All skills matching Only considers agent that has all the required skils (Def) Best Available Skills Agent list who have all required skills, sequenced since last ACD interaction (Def) Disregard Skills, Next Agent Agent with longest time since last ACD interaction gets the incoming interaction Wrap-up codes can be allocated to which of the following? 1. Agents 2. Skills 3. Queues 4. All of the above 3. Queues (Wrap-Up Code) Optional Allows the agent to opt out of selecting a wrap-up code after a call (Wrap-Up Code) Mandatory, Discretionary Agent can remain in ACW status but must enter a wrap-up code before becoming available again (Wrap-Up Code) Mandatory, Time-boxed A max is set for ACW completion. New interactions can be received upon wrap-up code entry (Wrap-Up Code) Mandatory, Time-boxed, No Early Exit A max is set for ACW completion. New interactions allowed upon time expiration only (T/F) Only a supervisor can activate/deactivate an agent from a queue False What are the four categories of reports? 1. Agent 2. Communicate 3. Queue 4. Outbound Dialing (T/F) Performance Dashboards provide real-time metrics for the contact center, Queue, Agents, and Interactions True Which view lets you view all in-progress and completed interactions? Interactions View Alerts notify supervisors when: Statistics are outside a specific threshold (T/F) Agents can deactivate themselves out of a queue True Which two roles are automatically assigned to the user who creates the organization? Admin, Employee (T/F) Permissions are assigned at the user level False - they are assigned to the Role What should you do if you cannot modify an existing role to meet your needs, the best practice is to: Create a new role (T/F) Divisions allow you to group and segregate objects but keep them inside the same organization True