Genesys Cloud Admin Exam Questions
and Answers
Genesys Cloud Collaborate - Answers -a social media app that helps users collaborate
within the organization. It also serves as a directory that contains user details such as
name, education, hobbies, skills, physical location, and department.
Genesys Cloud Communicate - Answers -has all the features of collaborate and
provides users with telephony capabilities. Users can use a SIP phone or WebRTC-
based Genesys Cloud phone for dialing and receiving calls.
Genesys Cloud Contact Center - Answers -offers the customer an all-in-one contact
center solution for customer engagement through multi-communication channels, such
as voice, fax, email, webchat, SMS, social media, and callbacks.
What are the features of Genesys Cloud Contact Center? - Answers -1. Agent Interface
2. IVR(Architect)
3. Integrations
4. Contact Center Management
5. WFM
6. ACD
7. Quality Management
8. Reports/Dashboards
9. Outbound Campaigns
10. Scripts
What is ACD Processing? - Answers -Genesys Cloud ACD dynamically matches
customer interactions with agents through the evaluation and routing method specified
in the queue settings.
What the two main drivers of ACD? - Answers -Time and Skills
What are the two ways to handle an incoming interaction from a customer? - Answers -
1. The easiest way to handle incoming interactions is to create a group of agents with
specific skills. Genesys Cloud routes interactions to all agents either sequentially or
randomly.
2. Create a queue of agents with specific skills and wrap-up codes assigned, and
routing and evaluation methods configured. This technique is known as ACD
processing.
, What are the three Evaluation Methods for routing interactions? - Answers -1. All Skills
Matching
2. Best Available Skills
3. Disregard Skills, Next Agent
What is All Skills Matching? - Answers -Only agents who have all the required skills are
considered. The interaction is routed to the agent who has spent the longest time since
the last ACD interaction.
Best Available Skills - Answers -Agents with all the required skills are sequenced by
time since last interactions and scored by average proficiency ratings. The agent with
the highest average proficiency is selected.
Disregard Skills, Next Agent - Answers -Incoming interaction is routed to the agent who
has the longest time since their last ACD interaction, even if skills assigned do not
match the skills of the agent.
What is the default Evaluation Method when you create a queue? - Answers -All Skills
Matching
What are the two Routing Methods? - Answers -1. Standard ACD
2. Bullseye ACD
What is Standard ACD? - Answers -This routing method builds an initial list of all
available agents to consider for routing. It routes interactions to the next available agent
and considers skills as specified by the evaluation method.
What is Bullseye ACD? - Answers -This routing method routes interactions to a targeted
subset of agents with specific skills. If none of those agents are available within a
configured number of seconds, it relaxes the skill requirements and enlarges the pool of
agents. Think of a set of concentric rings, like the rings on a target or dart board. Each
ring represents a subset of agents in the queue.
While using Bullseye configuration, does every member of the queue have to be
assigned a ring number? - Answers -Yes
Can you remove the language skill when an interaction moves from one ring to the
next? - Answers -No, these skills are not part of the routing method functionality.
How many rings can you create? - Answers -You can add up to 6 rings
Can you use Standard ACD and Bullseye routing in combination? - Answers -Yes
By default, an agent can simultaneously handle: - Answers -One call, up to four chats,
one email, four messages, one callback, one social expression
and Answers
Genesys Cloud Collaborate - Answers -a social media app that helps users collaborate
within the organization. It also serves as a directory that contains user details such as
name, education, hobbies, skills, physical location, and department.
Genesys Cloud Communicate - Answers -has all the features of collaborate and
provides users with telephony capabilities. Users can use a SIP phone or WebRTC-
based Genesys Cloud phone for dialing and receiving calls.
Genesys Cloud Contact Center - Answers -offers the customer an all-in-one contact
center solution for customer engagement through multi-communication channels, such
as voice, fax, email, webchat, SMS, social media, and callbacks.
What are the features of Genesys Cloud Contact Center? - Answers -1. Agent Interface
2. IVR(Architect)
3. Integrations
4. Contact Center Management
5. WFM
6. ACD
7. Quality Management
8. Reports/Dashboards
9. Outbound Campaigns
10. Scripts
What is ACD Processing? - Answers -Genesys Cloud ACD dynamically matches
customer interactions with agents through the evaluation and routing method specified
in the queue settings.
What the two main drivers of ACD? - Answers -Time and Skills
What are the two ways to handle an incoming interaction from a customer? - Answers -
1. The easiest way to handle incoming interactions is to create a group of agents with
specific skills. Genesys Cloud routes interactions to all agents either sequentially or
randomly.
2. Create a queue of agents with specific skills and wrap-up codes assigned, and
routing and evaluation methods configured. This technique is known as ACD
processing.
, What are the three Evaluation Methods for routing interactions? - Answers -1. All Skills
Matching
2. Best Available Skills
3. Disregard Skills, Next Agent
What is All Skills Matching? - Answers -Only agents who have all the required skills are
considered. The interaction is routed to the agent who has spent the longest time since
the last ACD interaction.
Best Available Skills - Answers -Agents with all the required skills are sequenced by
time since last interactions and scored by average proficiency ratings. The agent with
the highest average proficiency is selected.
Disregard Skills, Next Agent - Answers -Incoming interaction is routed to the agent who
has the longest time since their last ACD interaction, even if skills assigned do not
match the skills of the agent.
What is the default Evaluation Method when you create a queue? - Answers -All Skills
Matching
What are the two Routing Methods? - Answers -1. Standard ACD
2. Bullseye ACD
What is Standard ACD? - Answers -This routing method builds an initial list of all
available agents to consider for routing. It routes interactions to the next available agent
and considers skills as specified by the evaluation method.
What is Bullseye ACD? - Answers -This routing method routes interactions to a targeted
subset of agents with specific skills. If none of those agents are available within a
configured number of seconds, it relaxes the skill requirements and enlarges the pool of
agents. Think of a set of concentric rings, like the rings on a target or dart board. Each
ring represents a subset of agents in the queue.
While using Bullseye configuration, does every member of the queue have to be
assigned a ring number? - Answers -Yes
Can you remove the language skill when an interaction moves from one ring to the
next? - Answers -No, these skills are not part of the routing method functionality.
How many rings can you create? - Answers -You can add up to 6 rings
Can you use Standard ACD and Bullseye routing in combination? - Answers -Yes
By default, an agent can simultaneously handle: - Answers -One call, up to four chats,
one email, four messages, one callback, one social expression
