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User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.A . True B. FalseView AnswerAnswer: A
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email. Which of the following options is the best way to move forward if you want John to be able to use...
What terminology is used to describe such calls?
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated. What terminology is used to describe such calls?A . IVR B. Abandon C. Flow-outs D. DisconnectView AnswerAnswer: B Explanation: Reference: https://help.mypurecloud.com/glossary/
Select all available options for adding widgets to a performance dashboard. (Choose four.)
Select all available options for adding widgets to a performance dashboard. (Choose four.)A . Agent Status B. Grid C. Text D. Metric E. Interaction F. ChartView AnswerAnswer: A,D,E,F
Which of the following is NOT a feature of Genesys Cloud CX contact center?
Which of the following is NOT a feature of Genesys Cloud CX contact center?A . Human Capital Management B. Workforce Management C. Quality Management D. Automatic Call DistributionView AnswerAnswer: A Explanation: Reference: https://www.genesys.com/genesys-cloud
Which of the following components can be added to scripts? (Choose four.)
Which of the following components can be added to scripts? (Choose four.)A . Visual BasicControl B. Text C. Call Flow D. Checkbox E. Web Page F. ImageView AnswerAnswer: B,C,D,E
Which of the following options would help him perform his task?
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allowhim to estimate their average handling time. Which of the following options would help him perform his task?A . Documents B. Directory C. Workspaces D. ActivityView...
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
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. Average Speed of Answer C. After Call Work D. Average Talk TimeView AnswerAnswer: B Explanation: Reference: https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics#:~:text=Common%20metrics%20include%3A,spent%20in%20after%20call%20work
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)A . Language B. Roles C. Skills D. QueueView AnswerAnswer: A,C Explanation: Reference: https://help.mypurecloud.com/articles/add-acd-skill-language-user/
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?A . Public Interface Services B. Core Services C. Communication Services D. Application ServicesView AnswerAnswer: B Explanation: Reference: https://help.mypurecloud.com/articles/about-the-genesys-cloud-platform/#:~:text=Core%20Services%20power%20the%20building,%2C%20agent%20assignment%2C%20and%20more.&text=Contact%20between%20individuals%20and%20groups%20are%20handled%20by%20the%20Communication%20Services
