Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A . Play pre-recorded messages
- B . Convert text to speech
- C . Configure queues
- D . Configure skills
- E . Receive and route calls
A,B,C
Explanation:
Reference: https://help.mypurecloud.com/articles/architect-features/
Policies automate repetitive quality management tasks .
What items could be defined as policies? (Choose three.)
- A . Update the Do Not Call list with records that have the appropriate wrap-up code
- B . Determine how many evaluations per hour to assign to a quality evaluator
- C . Set up a schedule to run a daily report
- D . Automatically assign an evaluation for all calls over 5 minutes
- E . Determine how long to retain recordings and whether to archive or delete them
C,D,E
Explanation:
Reference: https://help.mypurecloud.com/articles/about-quality-policies/
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A . Contact lists must contain the home phone number and first and last name fields, at a minimum
- B . Contact lists are read-only and cannot be updated by the agents
- C . A contact list can have its own unique structure, including an arbitrary number of phone number types
- D . Each campaign can have its own contact list, or contact lists can be shared among campaigns
- E . To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
C,D,E
Explanation:
Reference: https://help.mypurecloud.com/articles/contact-lists-view/
Which ACD routing method routes interaction to the next available agent?
- A . Bullseye ACD
- B . Standard ACD
- C . Skills based routing
- D . All of the above
B
Explanation:
Reference: https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
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 . Add blank audio
- D . Menu prompt
C
Explanation:
Reference: https://help.mypurecloud.com/articles/set-audio-sequence/
Why are skills and languages configured separately?
- A . So that skills can have a more granular competency rating than languages
- B . So that an agent with a skill can receive an interaction regardless of the language requirement
- C . So that an agent with a language capability can receive an interaction regardless of the skill requirement
- D . Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
C
Explanation:
Reference: https://help.mypurecloud.com/articles/assign-remove-skills-user/
What are callable time sets?
- A . 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.
- B . Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
- C . Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- D . Callable Time Sets are used to define when a campaign starts and stops.
D
Explanation:
Reference: https://help.mypurecloud.com/articles/create-callable-times-entry/
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A . Scripts
- B . Schedules
- C . Campaign Dashboard
- D . Campaign Management
D
Explanation:
Reference: https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A . The maximum capacity that an agent may handle simultaneously for each supported media type
- B . The after call work time for each media type
- C . The length of time that an agent may spend on each media type
- D . The number of different media types that an agent may handle simultaneously
- E . The media types that can interrupt current interactions that an agent is handling
A,D,E
Explanation:
Reference: https://help.mypurecloud.com/articles/utilization/
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A . Languages
- B . Medians
- C . Skills
- D . Index Ratings
- E . Knowledge levels
Several people have complained that they try to join a group chat and they can’t find the group in a search .
What is the most likely reason?
- A . The group is in the wrong Organization
- B . Group chat is only available to administrators
- C . The group is set to members only and they are not members of the group
- D . The group is set to public
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A . Architect
- B . Automatic Call Distribution
- C . Call Routing
- D . Scheduling
Recording Policies can be configured for what type(s) of contact(s)?
- A . Call
- B . Chat
- C . Email
- D . Message
- E . All of the above
What two options are available to create a customized user role?
- 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
Which of the following options are used when scheduling a report? (Choose three.)
- A . Time period
- B . Custom Date Range
- C . Recurrences
- D . Time zone
- E . Start Time
A,B,C
Explanation:
Reference: https://help.mypurecloud.com/articles/configure-a-report/
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A . Employee
- B . Master Admin
- C . Genesys Cloud User
- D . Admin
- E . Telephony Admin
A,D
Explanation:
Reference: https://help.mypurecloud.com/articles/about-roles-permissions/
What is a DNC list?
- 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.
Call Recording is enabled in.
- A . Admin > Telephony
- B . Admin > Quality
- C . Admin > Contact Center
Which of the following components can be added to scripts? (Choose all that applies.)
- A . Visual Basic Control
- B . Text
- C . Call Flow
- D . Checkbox
- E . Web Page
- F . Image
B,D,E,F
Explanation:
Reference: https://help.mypurecloud.com/articles/script-components/
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A . Scripts
- B . Campaign Management
- C . Outbound Campaigns
- D . Schedules
C
Explanation:
Reference: https://help.mypurecloud.com/articles/outbound-campaign-details-view/