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NEW QUESTION # 49
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Phones
- B. Admin > Telephone > Phone Management > Calls
- C. Admin > Telephone > Phone Management > Base Settings
Answer: C
Explanation:
Explanation
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:
* Phone model
* Firmware version
* Line keys
* Soft keys
* Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. References:
https://help.mypurecloud.com/articles/base-settings-overview/
https://help.mypurecloud.com/articles/create-a-base-settings-profile/
NEW QUESTION # 50
What is the distinguishing feature between queues and groups?
- A. Queues can be used in Architect flows, while groups cannot.
- B. Queues can have agents as members, while groups cannot.
- C. Unlike groups, queues allow for more complex scenarios like skill-based routing.
- D. Both queues and groups have the same ACD capabilities.
Answer: C
Explanation:
Explanation
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. References:
https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/
NEW QUESTION # 51
Which role is automatically assigned to a new user?
- A. User
- B. employee
- C. admin
- D. Communicate - User
Answer: A
NEW QUESTION # 52
Currently, you manage all agents' schedules 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 manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud CX Architect
- B. Genesys Cloud CX Workforce Management
- C. Genesys Cloud CX API
- D. Genesys Cloud CX Reporting and Analytics
Answer: B
NEW QUESTION # 53
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Agent Name
- B. Organization ID
- C. Company Name
- D. ID
Answer: C
NEW QUESTION # 54
What is the distinguishing feature between queues and groups?
- A. Queues can be used in Architect flows, while groups cannot.
- B. Queues can have agents as members, while groups cannot.
- C. Unlike groups, queues allow for more complex scenarios like skill-based routing.
- D. Both queues and groups have the same ACD capabilities.
Answer: C
NEW QUESTION # 55
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
- A. Average Handle Time
- B. After Call Work
- C. Average Talk Time
- D. Average Speed of Answer
Answer: D
Explanation:
Explanation
Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction. References: https://help.mypurecloud.com/glossary/average-speed-of-answer/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 56
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
- A. Place and receive both ACD and non-ACD calls.
- B. Receive ACD and non-ACD calls, but not place.
- C. Place and receive ACD calls; non-ACD calls can neither be place nor received.
- D. Place ACD and non-ACD calls, but not receive.
Answer: A
Explanation:
Explanation
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability. References:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/
NEW QUESTION # 57
WebRTC phones require all hardware and software to be properly installed.
- A. True
- B. False
Answer: B
Explanation:
Explanation
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/
https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/
NEW QUESTION # 58
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report. References: https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 59
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
- A. Place and receive both ACD and non-ACD calls.
- B. Receive ACD and non-ACD calls, but not place.
- C. Place and receive ACD calls; non-ACD calls can neither be place nor received.
- D. Place ACD and non-ACD calls, but not receive.
Answer: A
NEW QUESTION # 60
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?
- A. Ensure that the document name is easy to search for.
- B. Number the document such that it appears on the top of the list.
- C. Add a priority of "High" to the document.
- D. Add meaningful tags to the document.
Answer: A
NEW QUESTION # 61
Which of the following statements about scripts is true?
- A. Scripts may be used for outbound dialing campaigns only.
- B. Scripts can be used in all types of interactions.
- C. Scripts can be used for inbound interactions only.
- D. Scripts are only used to configure flows when setting up Architect.
Answer: B
Explanation:
Explanation
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc. References: https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
NEW QUESTION # 62
Which of the following statements are true? (Choose three.)
- A. Each report contains a predefined set of metrics.
- B. A queue report only counts interactions handled by an agent.
- C. An Abandon is an interaction that disconnects before an agent handles it.
- D. An agent-based report counts any interactions an agent worked with.
- E. Reports once created cannot be configured.
Answer: A,C,D
NEW QUESTION # 63
Genesys Cloud CX Voice is __________.
- A. Another name for Genesys Cloud CX.
- B. A help bot that is available within Genesys Cloud CX chat.
- C. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- D. A third-party service that provides external Phone Trunks.
Answer: C
Explanation:
Explanation
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
NEW QUESTION # 64
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Android
- B. Windows 10 Mobile
- C. Harmony OS
- D. iOS
Answer: D
NEW QUESTION # 65
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