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NEW QUESTION 22
Why are skills and languages configured separately?
- A. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
- B. So that an agent with a skill can receive an interaction regardless of the language requirement
- C. So that skills can have a more granular competency rating than languages
- D. So that an agent with a language capability can receive an interaction regardless of the skill requirement
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/
NEW QUESTION 23
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 prompt
- C. Menu options
- D. Add blank audio
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 24
What is a DNC list?
- A. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- B. A DNC list is a table containing phone numbers that a campaign should never dial.
- C. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- D. A DNC list is another name for a contact list.
Answer: A
NEW QUESTION 25
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
- B. Matches the interaction to the first available agent who has all of the requested skills
- C. Looks for the first available agent and ignores any skill requirements
Answer: A
Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION 26
Select the categories of Prompts in Architect. (Choose two.)
- A. Menu
- B. System
- C. User
- D. Data
Answer: B,C
NEW QUESTION 27
Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud Reporting
- B. Workflow Process Automation
- C. Genesys Cloud Architect
- D. Workforce Management
Answer: D
Explanation:
Section: (none)
Explanation
NEW QUESTION 28
Which definition matches the After Call Work option Optional?
- A. 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.
- 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 not set themselves to Available if they complete their After Call Work early.
- C. 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.
- D. 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 29
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Scoring
- B. Evaluation
- C. Monitoring
- D. Calibration
Answer: D
NEW QUESTION 30
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Reports
- B. Dynamic Views
- C. All of the above
- D. Dashboards
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 31
By Default, Line recording is disabled.
- A. True
- B. False
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 32
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Language
- B. Roles
- C. Skills
- D. Queue
Answer: A,C
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 33
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. Contact lists are read-only and cannot be updated by the agents
- B. A contact list can have its own unique structure, including an arbitrary number of phone number types
- C. Contact lists must contain the home phone number and first and last name fields, at a minimum
- D. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: B,D,E
NEW QUESTION 34
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- B. The ability to create and manage a Facebook page
- C. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 35
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Bullseye ACD
- C. Standard ACD
- D. Skills based routing
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 36
What is a critical
- A. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
- B. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.
- C. Critical Questions are Questions that the agent must answer.
- D. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
Answer: B
NEW QUESTION 37
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)
- A. Blank Script
- B. Collection Script Template
- C. Default Inbound Script
- D. Default Callback Script
- E. Sales Script Template
- F. Default Outbound Script
Answer: B,E
NEW QUESTION 38
Which definition matches the After Call Work option Mandatory, Time-boxed?
- A. 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.
- 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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- D. 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.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 39
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Admin
- B. Genesys Cloud User
- C. Master Admin
- D. Employee
- E. Telephony Admin
Answer: A,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 40
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are the same as critical Questions
- B. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- C. Fatal Questions have a heavier weight than non-fatal Questions
- D. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 41
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