Exam (elaborations)
Genesys Cloud CX: Quality Management Certification – Questions & Answers
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Genesys Cloud CX: Quality Management Certification – Questions & Answers
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Genesys Cloud CX: Quality Management Certification –Questions & Answers
The ___ ___ card details the current week's and month's aggregate evaluation
scores. You also have the option to customize the summary view by clicking
the Settings icon. Right Ans - Evaluation Summary
The Evaluation Summary card details the current week's and month's
aggregate evaluation scores. You also have the option to customize the
summary view by clicking the ___ icon. Right Ans - Settings
The ___ card details the recent evaluations pending your review.
A - Evaluation Due for Review
B - Evaluation Summary Right Ans - A - Evaluation Due for Review
____ ____ is a framework with a set of tools that organizations can use to ensure
that their teams and individual contributors are delivering the customer
experience with the expected quality and empathy. By evaluating and scoring
conversations, a quality team can identify agents that deserve recognition,
require more training or coaching, and specific situations that merit
modification of a process or a script.
A Quality organization
B Quality evaluation
C Quality management Right Ans - C Quality management
____ ____ is a method of recording and scoring contact center interactions in
order to improve the customer experience.
A Quality organization
B Quality evaluation
C Quality management Right Ans - B Quality evaluation
____ ____ are responsible for creating and managing evaluation forms, quality
policies, and monitoring evaluator performance.
A. Quality supervisors
, B. Quality administrators
C. Quality evaluators Right Ans - B Quality administrators
____ ____ are responsible for reviewing interaction recordings, assessing and
scoring interaction evaluations,
participating in the evaluator calibration process.
Once an expert, he/she becomes a benchmark for scoring interactions in the
calibration process.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators Right Ans - C. Quality evaluators
___ are collections of phrases that indicate a business level intent. For example,
if you want to identify interactions where the customer wants to cancel a
service, create a topic named Cancellation and include several phrases, such
as "close out my account" or "I wish to cancel."
A. Conditions
B. Topics
C. Subjects Right Ans - B. Topics
A topic cannot be used in more than one evaluation assistance condition.
True or False? Right Ans - True
When you delete a topic, the condition that includes the deleted topic is no
longer valid.
True or False? Right Ans - True
You cannot assign a form to quality evaluators until you publish the form. The
Publish Form button is not available until you click Save.
True or False? Right Ans - True
To move a question group, all of its answers must be complete.
True or False? Right Ans - True
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