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NEW QUESTION 28
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- B. The ability to create and manage a Facebook page
- C. The ability for customers to access their accounts via social media channels
- D. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
Answer: C
NEW QUESTION 29
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Voice
- D. Email
Answer: A,C,D
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 30
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)
- A. Default Inbound Script
- B. Collection Script Template
- C. Default Callback Script
- D. Blank Script
- E. Sales Script Template
- F. Default Outbound Script
Answer: B,E
NEW QUESTION 31
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Dashboard
- B. Campaign Management
- C. Scripts
- D. Schedules
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 32
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. False
- B. True
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
NEW QUESTION 33
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. All of the above
- B. Dynamic Views
- C. Reports
- D. Dashboards
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 34
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Agent Availability
- B. Intent of Call
- C. Languages
- D. Skills
Answer: C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 35
Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?
- A. The group is set to members only and they are not members of the group
- B. The group is in the wrong Organization
- C. Group chat is only available to administrators
- D. The group is set to public
Answer: B
NEW QUESTION 36
What does it imply when a campaign does not dial a list of telephone numbers?
- A. The telephone number is wrong
- B. The call went unanswered
- C. They are in the DNC list
- D. Unable to reach the customer
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 37
What is the recommended way to create a .csv file?
- A. Use a word processing application, such as Microsoft Word, to create your .csv files
- B. Use a text editor, such as Notepad, to create your .csv files
- C. Create a spreadsheet and export it as a .csv file
- D. Use a .csv application to create .csv files
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 38
Select the types of scheduling available in Genesys Cloud. (Choose two.)
- A. All of the above
- B. Automated Scheduling
- C. Manual Scheduling
- D. Load based Scheduling
Answer: B,D
NEW QUESTION 39
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Admin>Quality
- B. Performance>Agents
- C. Reports
- D. Admin>Contact Center
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 40
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. False
- B. True
Answer: B
NEW QUESTION 41
Which dialing mode allows the agent to see customer information before dialing?
- A. Predictive
- B. Progressive
- C. Power
- D. Preview
Answer: D
NEW QUESTION 42
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Image
- B. Checkbox
- C. Web Page
- D. Call Flow
- E. Visual Basic Control
- F. Text
Answer: A,B,C,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/script-components/
NEW QUESTION 43
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- B. A contact list can have its own unique structure, including an arbitrary number of phone number types
- C. Each campaign can have its own contact list, or contact lists can be shared among campaigns
- D. Contact lists must contain the home phone number and first and last name fields, at a minimum
- E. Contact lists are read-only and cannot be updated by the agents
Answer: A,B,C
NEW QUESTION 44
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
- B. Looks for the first available agent and ignores any skill requirements
- C. Matches the interaction to the first available agent who has all of the requested skills
Answer: A
Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION 45
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Dynamic Views
- B. Reports
- C. Interaction
- D. Dashboard
Answer: B,C,D
NEW QUESTION 46
Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
- A. Workflow Process Automation
- B. Genesys Cloud Architect
- C. Genesys Cloud Reporting
- D. Workforce Management
Answer: D
Explanation:
Section: (none)
Explanation
NEW QUESTION 47
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Medians
- B. Languages
- C. Knowledge levels
- D. Index Ratings
- E. Skills
Answer: C,E
NEW QUESTION 48
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Campaign Management
- B. Outbound Campaigns
- C. Scripts
- D. Schedules
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/
NEW QUESTION 49
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Receive and route calls
- B. Convert text to speech
- C. Configure skills
- D. Configure queues
- E. Play pre-recorded messages
Answer: B,D,E
NEW QUESTION 50
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