Question 1

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

Question 2

Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

• A. 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.
• 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 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 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.

Question 3

Which definition matches the ACD Evaluation Method Best Available Skills?

• A. Looks for the first available agent and ignores any skill requirements
• B. Matches the interaction to the first available agent who has all of the requested skills
• C. 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

Question 4

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

Question 5

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

Question 6

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

Question 7

Your contact center wants to track the outcome of calls and chats. What can be configured within
Genesys Cloud to provide this functionality?

• A. Account Codes
• B. Wrap-up Codes
• C. Resolution Codes
• D. Status

Question 8

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

Question 9

What browsers are supported for use with all Genesys Cloud features? (Choose two.)

• A. Internet Explorer
• B. Firefox
• C. Chrome
• D. Safari
• E. Opera
• F. Avant

Question 10

Select the types of scheduling available in Genesys Cloud. (Choose two.)

• A. Manual Scheduling
• B. Load based Scheduling
• C. Automated Scheduling
• D. All of the above

Question 11

Which ACD routing method routes interaction to the next available agent?

• A. Bullseye ACD
• B. Standard ACD
• C. Skills based routing
• D. All of the above

Question 12

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

Question 13

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

Question 14

Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
A. Language
B. Roles
C. Skills
D. Queue

Question 15

What would you select from the Performance menu to view real-time statistics for all active
campaigns?

• A. Scripts
• B. Campaign Management
• C. Outbound Campaigns
• D. Schedules