Genesys Cloud CX: Quality Management UPDATED ACTUAL
Questions and CORRECT Answers
1. The card details the current week's and month's Evaluation Summary
aggregate evaluation scores. You also have the option
to customize the summary view by clicking the Settings
icon.
2. The Evaluation Summary card details the current Settings
week's and month's aggregate evaluation scores. You
also have the option to customize the summary view
by clicking the icon.
3. The card details the recent evaluations pending A - Evaluation Due for Re-
your review. view
A - Evaluation Due for Review
B - Evaluation Summary
4. is a framework with a set of tools that or- C Quality management
ganizations can use to ensure that their teams and
individual contributors are delivering the customer ex-
perience 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
5. is a method of recording and scoring contact B Quality evaluation
center interactions in order to improve the customer
experience.
, A Quality organization
B Quality evaluation
C Quality management
6. are responsible for creating and manag- B Quality administrators
ing evaluation forms, quality policies, and monitoring
evaluator performance.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators
7. are responsible for reviewing interaction C. Quality evaluators
recordings, assessing and scoring interaction evalua-
tions,
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
8. are collections of phrases that indicate a business B. Topics
level intent. For example, if you want to identify inter-
actions 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
, 9. A topic cannot be used in more than one evaluation True
assistance condition.
True or False?
10. When you delete a topic, the condition that includes True
the deleted topic is no longer valid.
True or False?
11. You cannot assign a form to quality evaluators until True
you publish the form. The Publish Form button is not
available until you click Save.
True or False?
12. To move a question group, all of its answers must be True
complete.
True or False?
13. A question requires the respondent to select one b. critical
of only two possible answers.
a. range
b. critical
c. fatal
14. A question prompts the respondent to select a a. range
single numeric answer, for example, to rank agent per-
formance from 1 to 5.
a. range
Questions and CORRECT Answers
1. The card details the current week's and month's Evaluation Summary
aggregate evaluation scores. You also have the option
to customize the summary view by clicking the Settings
icon.
2. The Evaluation Summary card details the current Settings
week's and month's aggregate evaluation scores. You
also have the option to customize the summary view
by clicking the icon.
3. The card details the recent evaluations pending A - Evaluation Due for Re-
your review. view
A - Evaluation Due for Review
B - Evaluation Summary
4. is a framework with a set of tools that or- C Quality management
ganizations can use to ensure that their teams and
individual contributors are delivering the customer ex-
perience 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
5. is a method of recording and scoring contact B Quality evaluation
center interactions in order to improve the customer
experience.
, A Quality organization
B Quality evaluation
C Quality management
6. are responsible for creating and manag- B Quality administrators
ing evaluation forms, quality policies, and monitoring
evaluator performance.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators
7. are responsible for reviewing interaction C. Quality evaluators
recordings, assessing and scoring interaction evalua-
tions,
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
8. are collections of phrases that indicate a business B. Topics
level intent. For example, if you want to identify inter-
actions 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
, 9. A topic cannot be used in more than one evaluation True
assistance condition.
True or False?
10. When you delete a topic, the condition that includes True
the deleted topic is no longer valid.
True or False?
11. You cannot assign a form to quality evaluators until True
you publish the form. The Publish Form button is not
available until you click Save.
True or False?
12. To move a question group, all of its answers must be True
complete.
True or False?
13. A question requires the respondent to select one b. critical
of only two possible answers.
a. range
b. critical
c. fatal
14. A question prompts the respondent to select a a. range
single numeric answer, for example, to rank agent per-
formance from 1 to 5.
a. range
