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Questions # 1:

Where are Genesys Cloud call recordings stored?

Options:

A.

Recording Management

B.

Cloud

C.

Web Service

D.

AWS Cloud

Questions # 2:

When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

Options:

A.

True

B.

False

Questions # 3:

What is a DNC list?

Options:

A.

A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

B.

A DNC list is another name for a contact list.

C.

A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

D.

A DNC list is a table containing phone numbers that a campaign should never dial.

Questions # 4:

Why must you create queues for ACD functionality to work?

Options:

A.

Queues are the waiting lines for the agents who will be assigned interactions through ACD

B.

Queues provide ACD with a means to determine the skill level requirement of an interaction

C.

Queues are the waiting lines for interactions that are routed using ACD

D.

Queues match agents to an appropriate interaction using ACD

Questions # 5:

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

Options:

A.

Skills

B.

Additional attribute ratings

C.

Language

D.

Time since the agent became available

E.

Staffing requirements

Questions # 6:

What is the Alerting Timeout with regard to Queue configuration?

Options:

A.

This is how long the interaction will alert before disconnecting

B.

This is how long the agent has to complete after call work

C.

This is how long the interaction will wait to begin alerting the agent

D.

This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding

Questions # 7:

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

Options:

A.

Scoring

B.

Monitoring

C.

Calibration

D.

Evaluation

Questions # 8:

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?

Options:

A.

Dialog boxes

B.

Scripts

C.

Toast pop-ups

D.

IVR prompts

Questions # 9:

What two options are available to create a customized user role?

Options:

A.

Copy an existing role then add the necessary permissions to meet your needs

B.

Create a new Role and assign the necessary permissions to that role

C.

Create or modify a workgroup to meet your needs

D.

Create a new Group and assign the necessary permissions to the group

Questions # 10:

Select the categories of Prompts in Architect. (Choose two.)

Options:

A.

User

B.

Menu

C.

Data

D.

System

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