Summer Special Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: exc65

examout.co

Which definition matches the After Call Work option Mandatory, Discretionary?

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 placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

C.

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.

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.

Why must you create queues for ACD functionality to work?

A.

Queues are the waiting lines for the agents who will be assigned interactions through ACD

B.

Queues provide ACD with a means to determine the skill level requirement of an interaction

C.

Queues are the waiting lines for interactions that are routed using ACD

D.

Queues match agents to an appropriate interaction using ACD

What are callable time sets?

A.

Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.

B.

Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

C.

Callable Time Sets provide a way to define your own time zones to associate with a campaign.

D.

Callable Time Sets are used to define when a campaign starts and stops.

Where are Genesys Cloud call recordings stored?

A.

Recording Management

B.

Cloud

C.

Web Service

D.

AWS Cloud

What is the recommended way to create a .csv file?

A.

Use a text editor, such as Notepad, to create your .csv files

B.

Create a spreadsheet and export it as a .csv file

C.

Use a word processing application, such as Microsoft Word, to create your .csv files

D.

Use a .csv application to create .csv files

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

Which of the following components can be added to scripts? (Choose all that applies.)

A.

Visual Basic Control

B.

Text

C.

Call Flow

D.

Checkbox

E.

Web Page

F.

Image

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

A.

Reports

B.

Performance>Agents

C.

Admin>Contact Center

D.

Admin>Quality

Which of the following options are used when scheduling a report? (Choose three.)

A.

Time period

B.

Custom Date Range

C.

Recurrences

D.

Time zone

E.

Start Time

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