Instant messaging costs are significantly less than long-distance phone conversations.
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)
Which of the following best defines the ACD evaluation method Best Available Skills?
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
Alerts that have been read are not included in the alert count, even if they are still active.
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.
Unused reports need to be disabled manually to prevent unnecessary load on the system.
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
Once you create a custom field on your profile, it cannot be deleted from the Admin interface
Which report displays the length of each session for one or more agents over a specified period of time?
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
Which of the following statements defines a critical question in an Evaluation Form?
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
Select all available options for adding widgets to a performance dashboard. (Choose four.)
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
In which of these views would you see the amount of time an agent spent in each status?
Which of the following Edge features provides client and server-side call matching?
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?