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Guide for Genesys Cloud Certified Professional - Contact Center Administration

Quiz Genesys Cloud Certified Professional - Contact Center Administration

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/ 10

Quiz

1/10
Which definition matches the ACD Evaluation Method Best Available Skills?
Select the answer
1 correct answer
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

Quiz

2/10
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?
Select the answer
1 correct answer
A.
Skill
B.
Time since they last handled an ACD interaction
C.
Cost
D.
Department Reference: https://help.mypurecloud.com/articles/specify-routing-settings/

Quiz

3/10
Which definition matches the After Call Work option Mandatory, Time-boxed?
Select the answer
1 correct answer
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 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. Reference: https://help.mypurecloud.com/articles/configure-call-work-settings/

Quiz

4/10
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?
Select the answer
1 correct answer
A.
Workforce Management
B.
Workflow Process Automation
C.
Genesys Cloud Architect
D.
Genesys Cloud Reporting Explanation Reference: https://help.genesys.com/pureconnect/desktop/printables/optimizer_help.pdf

Quiz

5/10
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
Select the answer
2 correct answers
A.
Employee
B.
Master Admin
C.
Genesys Cloud User
D.
Admin
E.
Telephony Admin Reference: https://help.mypurecloud.com/articles/about-roles-permissions/

Quiz

6/10
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)
Select the answer
2 correct answers
A.
Blank Script
B.
Default Callback Script
C.
Default Inbound Script
D.
Default Outbound Script
E.
Collection Script Template
F.
Sales Script Template

Quiz

7/10
What does it imply when a campaign does not dial a list of telephone numbers?
Select the answer
1 correct answer
A.
They are in the DNC list
B.
The call went unanswered
C.
Unable to reach the customer
D.
The telephone number is wrong Reference: https://help.mypurecloud.com/articles/not-call-lists-view/

Quiz

8/10
Select the applicable options for Genesys Cloud Architect. (Choose three.)
Select the answer
3 correct answers
A.
Play pre-recorded messages
B.
Convert text to speech
C.
Configure queues
D.
Configure skills
E.
Receive and route calls Reference: https://help.mypurecloud.com/articles/architect-features/

Quiz

9/10
The deviation from the forecast versus the real time can be monitored in the best way through .
Select the answer
1 correct answer
A.
Real time adherence
B.
Historical adherence
C.
Intraday monitoring
D.
View Agent schedule Reference: https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf

Quiz

10/10
Which of the following media types can be selected when creating a report? (Choose three.)
Select the answer
3 correct answers
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Info quiz:

  • Quiz name:Genesys Cloud Certified Professional - Contact Center Administration
  • Total number of questions:60
  • Number of questions for the test:50
  • Pass score:80%

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