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Genesys Cloud CX Contact Center Exam Questions and Answers
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Genesys Cloud CX Contact Center Exam Questions and Answers
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Genesys Cloud CX Contact Center ExamQuestions and Answers
Which one of the following Genesys Cloud CX Contact Center features is most useful in
getting a customer to the proper agent in the shortest amount of time?
- Workforce Management
- ACD
- Quality Management
- Scripts - Answers -ACD
Which one of the following Genesys Cloud CX Contact Center features is used to set up
a flow that prompts incoming customer calls to press a number in order to access a
specific person or department?
- Architect
- Workforce Management
- Scripts
- Quality Management - Answers -Architect
Which one of the following Genesys Cloud CX Contact Center features provides a
process for evaluating an Agent's performance with a customer?
- Contact Center Management
- Agent Interface
- Quality Management
- Reports, Dashboards, and Views - Answers -Quality Management
Which one of the following Genesys Cloud CX Licenses, at minimum, is required for
access to the speech-enabled IVR feature?
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Communicate - Answers -Genesys Cloud 1
Which one of the following Genesys Cloud CX Licenses, at minimum, is required for
access to Advanced Outbound Campaigns?
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Collaborate - Answers -Genesys Cloud CX 2
, Which one of the following Genesys Cloud CX Licenses, at minimum, is required for
access to Inbound messaging (WhatsApp, Facebook Messaging, Twitter Direct
Message, Line)?
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Collaborate - Answers -Genesys Cloud CX 3
What 3 types of call routing are used by Genesys Cloud CX?
- AWS Routing
- Standard ACD
- Bullseye
- Preferred - Answers -- Standard ACD
- Bullseye
- Preferred
Match each of the following Genesys Cloud CX ACD Evaluation methods with their
definition.
Methods:
(A) Agents with the longest time since last ACD interaction gets the incoming
interaction.
(B) Agent with the highest proficiency of skills.
(C) Only considers agents who have all of the required skills.
Definitions:
(X) Disregard skill, next agent
(Y) Best available skills
(Z) All skills matching - Answers -AX
BY
CZ
Wrap-up codes can be allocated to which of the following?
- Agents
- Skills
- Queues
- All of the above - Answers -Queues
Match the ACW (After Call Work) type with its correct description.
Type:
(A) A max. is set for ACW completion. New interactions can be received upon wrap-up
code.
(B) A max. is set for ACW completion. New interactions allowed upon time expiration
only.
(C) Allows the agent to opt out of selecting a wrap-up code after a call.
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