Genesys Cloud CX Quality Management
Certification Latest Update 2025-2026 70
Questions and 100% Verified Correct Answers
Guaranteed A+
___ 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.
A. Monitoring
B. Evaluating
C. Coaching
D. Calibrating - CORRECT ANSWER: C. Coaching
___ 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 - CORRECT ANSWER: A. Monitoring
___ are collections of phrases that indicate a business level intent. For example, if you
want to identify interactions where the customer wants to cancel a service, create a
topic named Cancellation and include several phrases, such as "close out my account"
or "I wish to cancel."
A. Conditions
,B. Topics
C. Subjects - CORRECT ANSWER: B. Topics
____ ____ are responsible for creating and managing evaluation forms, quality policies,
and monitoring evaluator performance.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators - CORRECT ANSWER: B Quality administrators
____ ____ are responsible for reviewing interaction recordings, assessing and scoring
interaction evaluations,
participating in the evaluator calibration process.
Once an expert, he/she becomes a benchmark for scoring interactions in the calibration
process.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators - CORRECT ANSWER: C. Quality evaluators
____ ____ is a framework with a set of tools that organizations can use to ensure that
their teams and individual contributors are delivering the customer experience with the
expected quality and empathy. By evaluating and scoring conversations, a quality team
can identify agents that deserve recognition, require more training or coaching, and
specific situations that merit modification of a process or a script.
A Quality organization
B Quality evaluation
C Quality management - CORRECT ANSWER: C Quality management
, ____ ____ is a method of recording and scoring contact center interactions in order to
improve the customer experience.
A Quality organization
B Quality evaluation
C Quality management - CORRECT ANSWER: B Quality evaluation
____ specify which interaction recordings to retain or delete. You can also use these to
automate some repetitive Quality Management tasks, such as creating evaluations or
starting a calibration.
A. Policies
B. Rules
C. Conditions - CORRECT ANSWER: A. Policies
_________ enables you to gain insights into customer-agent conversations through
sentiment analysis, and topic trends.
A. Speech and text analytics
B. Coaching and Monitoring
C. Evaluation and Analyzation - CORRECT ANSWER: A. Speech and text analytics
A ___ ___ temporarily stops the recording to exclude sensitive information such as a
credit card number.
A. insecure pause
B. secure pause
C. masked pause
Certification Latest Update 2025-2026 70
Questions and 100% Verified Correct Answers
Guaranteed A+
___ 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.
A. Monitoring
B. Evaluating
C. Coaching
D. Calibrating - CORRECT ANSWER: C. Coaching
___ 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 - CORRECT ANSWER: A. Monitoring
___ are collections of phrases that indicate a business level intent. For example, if you
want to identify interactions where the customer wants to cancel a service, create a
topic named Cancellation and include several phrases, such as "close out my account"
or "I wish to cancel."
A. Conditions
,B. Topics
C. Subjects - CORRECT ANSWER: B. Topics
____ ____ are responsible for creating and managing evaluation forms, quality policies,
and monitoring evaluator performance.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators - CORRECT ANSWER: B Quality administrators
____ ____ are responsible for reviewing interaction recordings, assessing and scoring
interaction evaluations,
participating in the evaluator calibration process.
Once an expert, he/she becomes a benchmark for scoring interactions in the calibration
process.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators - CORRECT ANSWER: C. Quality evaluators
____ ____ is a framework with a set of tools that organizations can use to ensure that
their teams and individual contributors are delivering the customer experience with the
expected quality and empathy. By evaluating and scoring conversations, a quality team
can identify agents that deserve recognition, require more training or coaching, and
specific situations that merit modification of a process or a script.
A Quality organization
B Quality evaluation
C Quality management - CORRECT ANSWER: C Quality management
, ____ ____ is a method of recording and scoring contact center interactions in order to
improve the customer experience.
A Quality organization
B Quality evaluation
C Quality management - CORRECT ANSWER: B Quality evaluation
____ specify which interaction recordings to retain or delete. You can also use these to
automate some repetitive Quality Management tasks, such as creating evaluations or
starting a calibration.
A. Policies
B. Rules
C. Conditions - CORRECT ANSWER: A. Policies
_________ enables you to gain insights into customer-agent conversations through
sentiment analysis, and topic trends.
A. Speech and text analytics
B. Coaching and Monitoring
C. Evaluation and Analyzation - CORRECT ANSWER: A. Speech and text analytics
A ___ ___ temporarily stops the recording to exclude sensitive information such as a
credit card number.
A. insecure pause
B. secure pause
C. masked pause
