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NEW QUESTION 15
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Internet Explorer
- B. Avant
- C. Safari
- D. Chrome
- E. Firefox
- F. Opera
Answer: D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 16
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Admin>Contact Center
- B. Performance>Agents
- C. Admin>Quality
- D. Reports
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 17
By Default, Line recording is disabled.
- A. False
- B. True
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 18
What are callable time sets?
- A. Callable Time Sets are used to define when a campaign starts and stops.
- B. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- C. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- D. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 19
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Dashboards
- B. Reports
- C. Dynamic Views
- D. All of the above
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 20
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A. The number of different media types that an agent may handle simultaneously
- B. The length of time that an agent may spend on each media type
- C. The maximum capacity that an agent may handle simultaneously for each supported media type
- D. The media types that can interrupt current interactions that an agent is handling
- E. The after call work time for each media type
Answer: A,C,D
NEW QUESTION 21
Which definition matches the After Call Work option Optional?
- A. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- B. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- C. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
- D. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 22
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)
- A. Skills
- B. Additional attribute ratings
- C. Time since the agent became available
- D. Language
- E. Staffing requirements
Answer: A,C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 23
Select the categories of Prompts in Architect. (Choose two.)
- A. User
- B. Menu
- C. Data
- D. System
Answer: A,D
NEW QUESTION 24
What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?
- A. Scripts
- B. Dialog boxes
- C. Toast pop-ups
- D. IVR prompts
Answer: A
NEW QUESTION 25
Which definition matches the After Call Work option Mandatory, Discretionary?
- A. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- B. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- C. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
- D. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 26
Call Recording is enabled in .
- A. Admin > Contact Center
- B. Admin > Quality
- C. Admin > Telephony
Answer: C
NEW QUESTION 27
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?
- A. Default Menu choice
- B. Menu options
- C. Menu prompt
- D. Add blank audio
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 28
What is the recommended way to create a .csv file?
- A. Use a .csv application to create .csv files
- B. Create a spreadsheet and export it as a .csv file
- C. Use a text editor, such as Notepad, to create your .csv files
- D. Use a word processing application, such as Microsoft Word, to create your .csv files
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 29
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Dashboard
- B. Interaction
- C. Dynamic Views
- D. Reports
Answer: A,B,D
NEW QUESTION 30
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. False
- B. True
Answer: B
NEW QUESTION 31
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Checkbox
- B. Call Flow
- C. Web Page
- D. Visual Basic Control
- E. Image
- F. Text
Answer: A,C,E,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/script-components/
NEW QUESTION 32
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