Genesys Cloud CX: Contact Center Administration (LEARNING CHECKS) UPDATED ACTUAL Questions and CORRECT Answers

Genesys Cloud CX: Contact Center Administration (LEARNING CHECKS)
UPDATED ACTUAL Questions and CORRECT Answers

1. Collaborate, Communi- Which three components make up the Genesys Cloud platform?
cate, and Contact Cen-
ter Collaborate, Converse, and Contact Center
Collaborate, Communicate, and Contact Center
Contact, Communicate and Call Center
Call, Communicate, Contact Center

2. Agent Interface Check the box next to the correct 5 key features of Genesys Cloud Contact
Contact Center Man- Center.
agement
ACD Agent Interface
Scripts Contact Center Management
Reports, Dashboards AWS
and Views ACD
Process Automation
Scripts
Reports, Dashboards and Views
Interfaces
Containers

3. False There is only one level of licensing for Genesys Cloud Contact Center.
True
False

4. Standard ACD and Bulls- What 2 types of routing are used by Genesys Cloud?
eye Routing
Outbound Contact and Inbound Contact
AWS Routing and IVR Routing
Standard ACD and Bullseye Routing
WFM Routing and IVR Routing

5. Best Available Skills Agent list who have all required skill, sequenced since last ACD interac-
tion

, All skills matching
Best Available Skills
Disregard skills, Next Agent

6. All skills matching Only considers agents who have all the required skills

All skills matching
Best Available Skills
Disregard skills, Next Agent

7. Disregard skills, Next Agent with longest time since last ACD interaction gets incoming inter-
Agent action

All skills matching
Best Available Skills
Disregard skills, Next Agent

8. Queues Wrap-up codes can be allocated to which of the following?

Agents
Skills
Queues
All of the above

9. Mandatory, Discre- Agent can remain in ACQ status but must enter wrap-up code before
tionary becoming available again

Optional
Mandatory, Discretionary
Mandatory, Time-boxed
Mandatory, Time-boxed no early exit

10.
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