Genesys Cloud Certified Professional - Contact Center Admin v1.0

Page:    1 / 4   
Exam contains 60 questions

How many types of flows are supported by Architect?

  • A. 5
  • B. 6
  • C. 7
  • D. 8


Answer : A

Reference:
https://developer.genesys.cloud/api/rest/v2/architect/flows

Call Recording is enabled in _________________.

  • A. Admin > Telephony
  • B. Admin > Quality
  • C. Admin > Contact Center


Answer : A

Where are Genesys Cloud call recordings stored?

  • A. Recording Management
  • B. Cloud
  • C. Web Service
  • D. AWS Cloud


Answer : B

Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

What would you select from the Admin>Outbound Dialing menu to create a new campaign?

  • A. Scripts
  • B. Schedules
  • C. Campaign Dashboard
  • D. Campaign Management


Answer : D

Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Recording Policies can be configured for what type(s) of contact(s)?

  • A. Call
  • B. Chat
  • C. Email
  • D. Message
  • E. All of the above


Answer : A

What is the Alerting Timeout with regard to Queue configuration?

  • A. This is how long the interaction will alert before disconnecting
  • B. This is how long the agent has to complete after call work
  • C. This is how long the interaction will wait to begin alerting the agent
  • D. This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding


Answer : C

What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

  • A. Languages
  • B. Medians
  • C. Skills
  • D. Index Ratings
  • E. Knowledge levels


Answer : CE

What is a fatal question in an Evaluation Form?

  • A. Fatal questions have a heavier weight than non-fatal questions
  • B. Fatal questions are also critical questions. If scored “No” the evaluation score will be zero
  • C. Fatal questions are also critical questions. If scored “No” the agent will be terminated
  • D. Fatal questions are the same as critical questions


Answer : B

Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-question/

What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

  • A. Dialog boxes
  • B. Scripts
  • C. Toast pop-ups
  • D. IVR prompts


Answer : B

Reference:
https://help.mypurecloud.com/articles/scripting-concepts/

By Default, Line recording is disabled.

  • A. True
  • B. False


Answer : A

Reference:
https://help.mypurecloud.com/articles/enable-line-recording/

ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?

  • A. Genesys Cloud 1
  • B. Genesys Cloud 2
  • C. Genesys Cloud 3
  • D. Collaborate
  • E. Communicate


Answer : C

Select the categories of Prompts in Architect. (Choose two.)

  • A. User
  • B. Menu
  • C. Data
  • D. System


Answer : AD

Reference:
https://help.mypurecloud.com/articles/call-prompts/

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

  • A. Skills
  • B. Additional attribute ratings
  • C. Language
  • D. Time since the agent became available
  • E. Staffing requirements


Answer : ACD

Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

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 in the wrong Organization
  • B. Group chat is only available to administrators
  • C. The group is set to members only and they are not members of the group
  • D. The group is set to public


Answer : A

What would you select from the Performance menu to view real-time statistics for all active campaigns?

  • A. Scripts
  • B. Campaign Management
  • C. Outbound Campaigns
  • D. Schedules


Answer : C

Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/

Page:    1 / 4   
Exam contains 60 questions

Talk to us!


Have any questions or issues ? Please dont hesitate to contact us

Certlibrary.com is owned by MBS Tech Limited: Room 1905 Nam Wo Hong Building, 148 Wing Lok Street, Sheung Wan, Hong Kong. Company registration number: 2310926
Certlibrary doesn't offer Real Microsoft Exam Questions. Certlibrary Materials do not contain actual questions and answers from Cisco's Certification Exams.
CFA Institute does not endorse, promote or warrant the accuracy or quality of Certlibrary. CFA® and Chartered Financial Analyst® are registered trademarks owned by CFA Institute.
Terms & Conditions | Privacy Policy