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How do you access online help files in Interaction Attendant? - Press F1, Click Help from the menu, Start>All Programs>Interactive Intelligence>Online Documentation Where would you access the tools used to configure Attendant operations? - Insert > New Operation, or the 3rd level tool...

What is Workforce Management? - The process of ensuring that the right staff are at the right place at the right time to handle customer interactions within performance objectives. A Workforce Management strategy typically includes scheduling, skills management, timekeeping and attendance, intrad...

What application is used to configure, customize, and maintain various aspects of the PureConnect platform? - Interaction Administrator What is the name of the application that allows the user to answer calls and manage interactions? - Interaction Desktop/Interaction Connect What add-on product ...

For immediate, at-a-glance monitoring of key indicators and metrics what should you use? - Performance Dashboards To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use? - Dynamic Views Dynamic views give you the ability to: - 1. Cu...

Services Layer provides an interface for Genesys components to which of the following? a. Database management systems b. T-Servers c. Tenants d. Switches - a Which of the following includes all of the possible modes in which a Configuration Server can be deployed? a. Configuration Server Pri...

What are the features of the Contact Center? - 1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Manage...