Genesys Cloud CX Contact Center, CCP:
Introduction to Genesys Cloud CX, and
Cloud Contact Center & Administration
What three components make up the Genesys Cloud platform? - Answers -1.
Collaborate
2. Communicate
3. Contact Center
What are the 5 key features of Genesys Cloud Contact Center? (Select all that apply)
1. Agent Interface
2. Contact Center Management
3. AWS
4. ACD
5. Process Automation
6. Scripts
7. Reports, Dashboards and Views
8. Interfaces
9. Containers - Answers -1. Agent Interface
2. Contact Center Management
4. ACD
6. Scripts
7. Reports, Dashboards and Views
(T/F) There is only one level of licensing for Genesys Cloud Contact Center. - Answers -
False
What two types of routing are used by Genesys Cloud? - Answers -Standard ACD and
Bullseye
(Def) ACD - All skills matching - Answers -Only considers agent that has all the required
skils
(Def) Best Available Skills - Answers -Agent list who have all required skills, sequenced
since last ACD interaction
(Def) Disregard Skills, Next Agent - Answers -Agent with longest time since last ACD
interaction gets the incoming interaction
Wrap-up codes can be allocated to which of the following?
1. Agents
2. Skills
, 3. Queues
4. All of the above - Answers -3. Queues
(Wrap-Up Code) Optional - Answers -Allows the agent to opt out of selecting a wrap-up
code after a call
(Wrap-Up Code) Mandatory, Discretionary - Answers -Agent can remain in ACW status
but must enter a wrap-up code before becoming available again
(Wrap-Up Code) Mandatory, Time-boxed - Answers -A max is set for ACW completion.
New interactions can be received upon wrap-up code entry
(Wrap-Up Code) Mandatory, Time-boxed, No Early Exit - Answers -A max is set for
ACW completion. New interactions allowed upon time expiration only
(T/F) Only a supervisor can activate/deactivate an agent from a queue - Answers -False
What are the four categories of reports? - Answers -1. Agent
2. Communicate
3. Queue
4. Outbound Dialing
(T/F) Performance Dashboards provide real-time metrics for the contact center, Queue,
Agents, and Interactions - Answers -True
Which view lets you view all in-progress and completed interactions? - Answers -
Interactions View
Alerts notify supervisors when: - Answers -Statistics are outside a specific threshold
(T/F) Agents can deactivate themselves out of a queue - Answers -True
Which two roles are automatically assigned to the user who creates the organization? -
Answers -Admin, Employee
(T/F) Permissions are assigned at the user level - Answers -False - they are assigned to
the Role
What should you do if you cannot modify an existing role to meet your needs, the best
practice is to: - Answers -Create a new role
(T/F) Divisions allow you to group and segregate objects but keep them inside the same
organization - Answers -True
Name one of the five flow types supported by Architect - Answers -Inbound Call
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