1.Which feature enables a voice interaction to interrupt an email interaction?
2.What additional functionality does Communicate bring to Genesys Cloud CX?
3.Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?
What steps should you take to update her reporting structure in Genesys Cloud CX?
4.Which of the following types of interactions can be configured for Recording Policies?
5.Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
6.Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
What is the maximum number of rings that can be defined for Bullseye routing?
7.Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
8.Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
9.Which of the following statements defines a critical question in an Evaluation Form?
10.Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
11.Which of the following Edge feature contains the built-in remote survivability mode?
12.Select the features available in Genesys Cloud CX Architect. (Choose three.)
13.Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
14.Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
15.Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)
16.Which role is automatically assigned to a new user?
17.Unused reports need to be disabled manually to prevent unnecessary load on the system.
18.Genesys Cloud CX Voice is __________.
19.User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
20.Which of the following Edge features provides client and server-side call matching?
21.You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
Which report would you run to view the agent's time on breaks and login/logout details?
22.Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
23.Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
Which of the following options would help him perform his task?
24.In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
25.The license used by a user is determined by the permissions enabled in the roles assigned to that user.
26.Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
Why it is essential to have employees complete their profile information?
27.Which of the following are AND Evaluation Methods? (Choose three.)
28.When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
29.To assign extensions to users, you must first __________.
30.Where are Genesys Cloud CX call recordings stored by default?
31.Which of the following is not a Quality Management feature?
32.Which of the following statements about WebRTC phones is incorrect?
33.Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
34.Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
35.All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.
36.Which of the following components can be added to scripts? (Choose four.)
37.Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
38.Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
39.Which of the following statements about scripts is true?
40.What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
41.Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
42.Select the categories of Prompts in Architect. (Choose two.)
43.What is the distinguishing feature between queues and groups?
44.You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
What binds the phone's settings in Genesys Cloud CX to a physical phone?
45.Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
46.If you have not configured an email address to report issues to, Genesys Cloud CX:
47.You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
48.You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
Where can you find guidelines on PSTN carrier requirements?
49.Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
50.Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
Genesys Cloud CX Certified Professional – Consolidated
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