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Which of the following media types can be selected when creating a report? (Choose three.)

A.

Voice

B.

Email

C.

Voicemail

D.

Chat

A system that routes interactions based on an algorithm which determines the best available agent for an interaction

A.

Architect

B.

Automatic Call Distribution

C.

Call Routing

D.

Scheduling

What is a DNC list?

A.

A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

B.

A DNC list is another name for a contact list.

C.

A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

D.

A DNC list is a table containing phone numbers that a campaign should never dial.

The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

A.

The maximum capacity that an agent may handle simultaneously for each supported media type

B.

The after call work time for each media type

C.

The length of time that an agent may spend on each media type

D.

The number of different media types that an agent may handle simultaneously

E.

The media types that can interrupt current interactions that an agent is handling

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.

Skill

B.

Time since they last handled an ACD interaction

C.

Cost

D.

Department

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 to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

D.

The ability for customers to access their accounts via social media channels

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.

Monitoring

C.

Calibration

D.

Evaluation

Which of the Performance views shows real-time data with historical metrics to give you both short term and

long-term views?

A.

Reports

B.

Dashboards

C.

Dynamic Views

D.

All of the above