Contact Center Administration Test
Questions & Answers
Which three components make up the Genesys Cloud platform? - ✔✔Collaborate,
Communicate, and Contact Center
Check the box next to the correct 5 key features of G
...
Contact Center Administration Test
Questions & Answers
Which three components make up the Genesys Cloud platform? - ✔✔Collaborate,
Communicate, and Contact Center
Check the box next to the correct 5 key features of Genesys Cloud Contact Center. - ✔✔-Agent
Interface
-Contact Center Management
-ACD
-Scripts
-Reports, Dashboard, and Views
There is only one level of licensing for Genesys Cloud Contact Center. - ✔✔False
What 2 types of routing are used by Genesys Cloud? - ✔✔Standard ACD and Bullseye Routing
All skills matching - ✔✔Only considers agents who have all the required skills
Best Available Skills - ✔✔Agent list who have all the required skills, sequenced since last ACD
interaction
Disregard skills, Next Agent - ✔✔Agent with longest time since last ACD interaction gets
incoming interaction
Wrap-up codes can be allocated to which of the following? - ✔✔Queues
Optional Wrap-Up Code - ✔✔This allows the agent to opt out of selecting a wrap-up code after
a call
Mandatory, Discretionary - ✔✔Agent can remain in ACW status but must enter wrap-up code
before becoming available again
Mandatory, Time-boxed - ✔✔A max is set for ACW completion. New interactions can be
received upon wrap-up code entry
Mandatory, Time-boxed no early exit - ✔✔A max is set for ACW completion. New interactions
allowed upon time expiration only
Only a supervisor can activate/deactivate an agent from a queue. - ✔✔False
What are the four categories of reports? - ✔✔-agent
-communicate
-queue
-outbound dialing
Performance Dashboards provide real-time metrics for the contact center, Queue, Agents and
Interactions. - ✔✔True
Which view lets you view all in-progress and completed interactions? - ✔✔Interactions View
Alerts notify supervisors when - ✔✔Statistics are outside a specified threshold.
Agents can deactivate themselves out of a queue. - ✔✔True
Which two roles are automatically assigned to the user who creates the organization? - ✔✔-
employee
-admin
You assign permissions at the User level. - ✔✔False
If you cannot modify an existing role to meet your needs, the best practice is to - ✔✔Create a
new role
Divisions allow you to group and segregate objects b
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