- All Exams Instant Download
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)A . With multiple active calls, click and drag an unselected call onto the previously selected call details.B . Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the...
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)A . It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.B . It provides core telephony services.C . It provides for the integration of Active Directory, SharePoint, and...
Which of the following statements defines a critical question in an Evaluation Form?
Which of the following statements defines a critical question in an Evaluation Form?A . 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.B . Critical questions are questions that the agent must answer.C ....
Where are Genesys Cloud CX call recordings stored by default?
Where are Genesys Cloud CX call recordings stored by default?A . EdgesB . CloudC . Web ServiceD . AWS CloudView AnswerAnswer: D Explanation: Reference: https://help.mypurecloud.com/articles/about-call-recording/ Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options...
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 TimeB . Average Speed of AnswerC . After Call WorkD . Average Talk TimeView AnswerAnswer: B Explanation: Average Speed of Answer (ASA) is the metric that...
What binds the phone's settings in Genesys Cloud CX to a physical phone?
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone. What binds the phone's settings in Genesys Cloud CX to a physical phone?A . Phone modelB . Base settingsC . Phone nameD . Hardware ID (MAC address)View AnswerAnswer: B Explanation: The hardware ID (MAC...
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...
To assign extensions to users, you must first __________.
To assign extensions to users, you must first __________.A . Create a pool of extensions.B . Buy the extension number from the carrier.C . Add the extension to the dial plan.D . Assign the extension to the user's phone.View AnswerAnswer: A Explanation: To assign extensions to users, you must first...
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?A . SupervisorB . adminC . employeeD . UserView AnswerAnswer: B Explanation: The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin...
Which report would you run to view the agent's time on breaks and login/logout details?
You suspect that one of your agents is not productive. Which report would you run to view the agent's time on breaks and login/logout details?A . Interaction Details ReportB . User Status Detail ReportC . Agent Metrics ReportD . Queue Metrics Daily ReportView AnswerAnswer: C Explanation: The Agent Login-Logout Details...
