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Genesys Cloud CX Quality Management Exam Questions and Answers
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Genesys Cloud CX Quality Management Exam Questions and Answers
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Genesys Cloud CX: Quality ManagementExam Questions and Answers
The ii___ ii___ iicard iidetails iithe iicurrent iiweek's iiand iimonth's iiaggregate iievaluation
iiscores. iiYou iialso iihave iithe iioption iito iicustomize iithe iisummary iiview iiby iiclicking iithe
iiSettings iiicon. ii- iiAnswers ii-Evaluation iiSummary
The iiEvaluation iiSummary iicard iidetails iithe iicurrent iiweek's iiand iimonth's iiaggregate
iievaluation iiscores. iiYou iialso iihave iithe iioption iito iicustomize iithe iisummary iiview iiby
iiclicking iithe ii___ iiicon. ii- iiAnswers ii-Settings
The ii___ iicard iidetails iithe iirecent iievaluations iipending iiyour iireview.
A ii- iiEvaluation iiDue iifor iiReview
B ii- iiEvaluation iiSummary ii- iiAnswers ii-A ii- iiEvaluation iiDue iifor iiReview
____ ii____ iiis iia iiframework iiwith iia iiset iiof iitools iithat iiorganizations iican iiuse iito iiensure
iithat iitheir iiteams iiand iiindividual iicontributors iiare iidelivering iithe iicustomer iiexperience
iiwith iithe iiexpected iiquality iiand iiempathy. iiBy iievaluating iiand iiscoring iiconversations,
iia iiquality iiteam iican iiidentify iiagents iithat iideserve iirecognition, iirequire iimore iitraining
iior iicoaching, iiand iispecific iisituations iithat iimerit iimodification iiof iia iiprocess iior iia
iiscript.
A iiQuality iiorganization
B iiQuality iievaluation
C iiQuality iimanagement ii- iiAnswers ii-C iiQuality iimanagement
____ ii____ iiis iia iimethod iiof iirecording iiand iiscoring iicontact iicenter iiinteractions iiin
iiorder iito iiimprove iithe iicustomer iiexperience.
A iiQuality iiorganization
B iiQuality iievaluation
C iiQuality iimanagement ii- iiAnswers ii-B iiQuality iievaluation
____ ii____ iiare iiresponsible iifor iicreating iiand iimanaging iievaluation iiforms, iiquality
iipolicies, iiand iimonitoring iievaluator iiperformance.
A. iiQuality iisupervisors
B. iiQuality iiadministrators
C. iiQuality iievaluators ii- iiAnswers ii-B iiQuality iiadministrators
, ____ ii____ iiare iiresponsible iifor iireviewing iiinteraction iirecordings, iiassessing iiand
iiscoring iiinteraction iievaluations, ii
participating iiin iithe iievaluator iicalibration iiprocess.
Once iian iiexpert, iihe/she iibecomes iia iibenchmark iifor iiscoring iiinteractions iiin iithe
iicalibration iiprocess.
A. iiQuality iisupervisors
B. iiQuality iiadministrators
C. iiQuality iievaluators ii- iiAnswers ii-C. iiQuality iievaluators
___ iiare iicollections iiof iiphrases iithat iiindicate iia iibusiness iilevel iiintent. iiFor iiexample, iiif
iiyou iiwant iito iiidentify iiinteractions iiwhere iithe iicustomer iiwants iito iicancel iia iiservice,
iicreate iia iitopic iinamed iiCancellation iiand iiinclude iiseveral iiphrases, iisuch iias ii"close
iiout iimy iiaccount" iior ii"I iiwish iito iicancel."
A. iiConditions
B. iiTopics
C. iiSubjects ii- iiAnswers ii-B. iiTopics
A iitopic iicannot iibe iiused iiin iimore iithan iione iievaluation iiassistance iicondition.
True iior iiFalse? ii- iiAnswers ii-True
When iiyou iidelete iia iitopic, iithe iicondition iithat iiincludes iithe iideleted iitopic iiis iino iilonger
iivalid.
True iior iiFalse? ii- iiAnswers ii-True
You iicannot iiassign iia iiform iito iiquality iievaluators iiuntil iiyou iipublish iithe iiform. iiThe
iiPublish iiForm iibutton iiis iinot iiavailable iiuntil iiyou iiclick iiSave.
True iior iiFalse? ii- iiAnswers ii-True
To iimove iia iiquestion iigroup, iiall iiof iiits iianswers iimust iibe iicomplete.
True iior iiFalse? ii- iiAnswers ii-True
A ii____ iiquestion iirequires iithe iirespondent iito iiselect iione iiof iionly iitwo iipossible
iianswers.
a. iirange
b. iicritical
c. iifatal ii- iiAnswers ii-b. iicritical
A ii____ iiquestion iiprompts iithe iirespondent iito iiselect iia iisingle iinumeric iianswer, iifor
iiexample, iito iirank iiagent iiperformance iifrom ii1 iito ii5.
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