Genesys Cloud CX: Quality Management Questions with solutions 100% solved
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Course
Genesys Cloud CX
Institution
Genesys Cloud CX
Genesys Cloud CX: Quality Management
Questions with solutions 100% solved
____ ____ is a method of recording and scoring contact center interactions in order to improve
the customer experience.
A Quality organization
B Quality evaluation
C Quality management B Quality evaluation
____ ____ a...
____ ____ is a method of recording and scoring contact center interactions in order to improve
the customer experience.
A Quality organization
B Quality evaluation
C Quality management B Quality evaluation
____ ____ are responsible for creating and managing evaluation forms, quality policies, and
monitoring evaluator performance.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators B Quality administrators
____ ____ are responsible for reviewing interaction recordings, assessing and scoring interaction
evaluations,
, Genesys Cloud CX: Quality Management
Questions with solutions 100% solved
participating in the evaluator calibration process.
Once an expert, he/she becomes a benchmark for scoring interactions in the calibration process.
A. Quality supervisors
B. Quality administrators
C. Quality evaluators C. Quality evaluators
___ are collections of phrases that indicate a business level intent. For example, if you want to
identify interactions where the customer wants to cancel a service, create a topic named
Cancellation and include several phrases, such as "close out my account" or "I wish to cancel."
A. Conditions
B. Topics
C. Subjects B. Topics
A topic cannot be used in more than one evaluation assistance condition.
, Genesys Cloud CX: Quality Management
Questions with solutions 100% solved
True or False? True
When you delete a topic, the condition that includes the deleted topic is no longer valid.
True or False? True
You cannot assign a form to quality evaluators until you publish the form. The Publish Form
button is not available until you click Save.
True or False? True
To move a question group, all of its answers must be complete.
True or False? True
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