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NEW QUESTION 30
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?
- A. Default Menu choice
- B. Menu prompt
- C. Menu options
- D. Add blank audio
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 31
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. Contact lists are read-only and cannot be updated by the agents
- B. A contact list can have its own unique structure, including an arbitrary number of phone number types
- C. Contact lists must contain the home phone number and first and last name fields, at a minimum
- D. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: B,D,E
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
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. The telephone number is wrong
- C. The call went unanswered
- D. They are in the DNC list
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 34
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Admin
- B. Genesys Cloud User
- C. Master Admin
- D. Employee
- E. Telephony Admin
Answer: A,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 35
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Outbound Campaigns
- B. Schedules
- C. Scripts
- D. Campaign Management
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/
NEW QUESTION 36
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Reports
- B. Dynamic Views
- C. Interaction
- D. Dashboard
Answer: A,C,D
NEW QUESTION 37
What is the recommended way to create a .csv file?
- A. Use a .csv application to create .csv files
- B. Use a word processing application, such as Microsoft Word, to create your .csv files
- C. Use a text editor, such as Notepad, to create your .csv files
- D. Create a spreadsheet and export it as a .csv file
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 38
Which definition matches the After Call Work option Optional?
- A. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- B. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
- C. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- D. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 39
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. Genesys Cloud Reporting
- B. Workflow Process Automation
- C. Genesys Cloud Architect
- D. Workforce Management
Answer: D
Explanation:
Section: (none)
Explanation
NEW QUESTION 40
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- B. The ability to create and manage a Facebook page
- C. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 41
Which dialing mode allows the agent to see customer information before dialing?
- A. Preview
- B. Predictive
- C. Progressive
- D. Power
Answer: A
NEW QUESTION 42
A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?
- A. Time since they last handled an ACD interaction
- B. Cost
- C. Skill
- D. Department
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
NEW QUESTION 43
What is the purpose of the Wrap-up code mappings?
- A. The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction
- B. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
- C. The mappings allow you to associate wrap-up codes to specific queues
- D. The mappings allow you to associate wrap-up codes to specific campaigns
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
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. Matches the interaction to the first available agent who has all of the requested skills
- C. Looks for the first available agent and ignores any skill requirements
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
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Scoring
- B. Evaluation
- C. Monitoring
- D. Calibration
Answer: D
NEW QUESTION 46
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Management
- B. Schedules
- C. Scripts
- D. Campaign Dashboard
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 47
What is a critical
- A. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
- B. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.
- C. Critical Questions are Questions that the agent must answer.
- D. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
Answer: B
NEW QUESTION 48
How many types of flows are supported by Architect?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION 49
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