Genesys Cloud Admin UPDATED ACTUAL Questions and CORRECT
Answers
1. Genesys Cloud Collaborate a social media app that helps users col-
laborate within the organization. It also
serves as a directory that contains user
details such as name, education, hobbies,
skills, physical location, and department.
2. Genesys Cloud Communicate has all the features of collaborate and
provides users with telephony capabili-
ties. Users can use a SIP phone or We-
bRTC-based Genesys Cloud phone for di-
aling and receiving calls.
3. Genesys Cloud Contact Center 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.
4. What are the features of Genesys Cloud 1. Agent Interface
Contact Center? 2. IVR(Architect)
3. Integrations
4. Contact Center Management
5. WFM
6. ACD
7. Quality Management
8. Reports/Dashboards
9. Outbound Campaigns
10. Scripts
5. What is ACD Processing? Genesys Cloud ACD dynamically match-
es customer interactions with agents
, through the evaluation and routing
method specified in the queue settings.
6. What the two main drivers of ACD? Time and Skills
7. What are the two ways to handle an incom- 1. The easiest way to handle incoming
ing interaction from a customer? interactions is to create a group of agents
with specific skills. Genesys Cloud routes
interactions to all agents either sequen-
tially or randomly.
2. Create a queue of agents with specific
skills and wrap-up codes assigned, and
routing and evaluation methods config-
ured. This technique is known as ACD pro-
cessing.
8. What are the three Evaluation Methods for 1. All Skills Matching
routing interactions? 2. Best Available Skills
3. Disregard Skills, Next Agent
9. What is All Skills Matching? 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.
10. Best Available Skills Agents with all the required skills are se-
quenced by time since last interactions
and scored by average proficiency ratings.
The agent with the highest average profi-
ciency is selected.
11. Disregard Skills, Next Agent
Answers
1. Genesys Cloud Collaborate a social media app that helps users col-
laborate within the organization. It also
serves as a directory that contains user
details such as name, education, hobbies,
skills, physical location, and department.
2. Genesys Cloud Communicate has all the features of collaborate and
provides users with telephony capabili-
ties. Users can use a SIP phone or We-
bRTC-based Genesys Cloud phone for di-
aling and receiving calls.
3. Genesys Cloud Contact Center 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.
4. What are the features of Genesys Cloud 1. Agent Interface
Contact Center? 2. IVR(Architect)
3. Integrations
4. Contact Center Management
5. WFM
6. ACD
7. Quality Management
8. Reports/Dashboards
9. Outbound Campaigns
10. Scripts
5. What is ACD Processing? Genesys Cloud ACD dynamically match-
es customer interactions with agents
, through the evaluation and routing
method specified in the queue settings.
6. What the two main drivers of ACD? Time and Skills
7. What are the two ways to handle an incom- 1. The easiest way to handle incoming
ing interaction from a customer? interactions is to create a group of agents
with specific skills. Genesys Cloud routes
interactions to all agents either sequen-
tially or randomly.
2. Create a queue of agents with specific
skills and wrap-up codes assigned, and
routing and evaluation methods config-
ured. This technique is known as ACD pro-
cessing.
8. What are the three Evaluation Methods for 1. All Skills Matching
routing interactions? 2. Best Available Skills
3. Disregard Skills, Next Agent
9. What is All Skills Matching? 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.
10. Best Available Skills Agents with all the required skills are se-
quenced by time since last interactions
and scored by average proficiency ratings.
The agent with the highest average profi-
ciency is selected.
11. Disregard Skills, Next Agent
