Genesys Cloud Admin & CX: Outbound Tested Exam Questions Reviewed And Revised With Correct Answers Already Passed!
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Module
Genesys Certified Cloud
Institution
Genesys Certified Cloud
Genesys Cloud Admin & CX: Outbound
Tested Exam Questions Reviewed And
Revised With Correct Answers
Already Passed!!
1. What are the two Routing Methods? - ANSWER
2. Bullseye ACD
2. What is Standard ACD? - ANSWER
1. Standard ACD
This routing method builds an initial list
of ...
Genesys Cloud Admin & CX: Outbound
Tested Exam Questions Reviewed And
Revised With Correct Answers
Already Passed!!
1. What are the two Routing Methods? - ANSWER 1. Standard ACD
2. Bullseye ACD
2. What is Standard ACD? - ANSWER This routing method builds an initial list
of all available agents to consider for routing. It routes interactions to the next
available agent and considers skills as specified by the evaluation method.
3. What is Bullseye ACD? - ANSWER This routing method routes interactions
to a targeted subset of agents with specific skills. If none of those agents are
available within a configured number of seconds, it relaxes the skill requirements
and enlarges the pool of agents. Think of a set of concentric rings, like the rings on
a target or dart board. Each ring represents a subset of agents in the queue.
4. While using Bullseye configuration, does every member of the queue have to
be assigned a ring number? - ANSWER Yes
5. Can you remove the language skill when an interaction moves from one ring to
the next? - ANSWER No, these skills are not part of the routing method
functionality.
,6. How many rings can you create? - ANSWER You can add up to 6 rings
7. Can you use Standard ACD and Bullseye routing in combination? - ANSWER
Yes
8. By default, an agent can simultaneously handle: - ANSWER One call, up to
four chats, one email, four messages, one callback, one social expression
9. Does the Utilization apply to all queues? - ANSWER Yes - the configuration
setup on the Utilization tab is global, meaning it applies to all queues
10. What are the two categories of ACD skills? - ANSWER Skills and Language
11. Do wrap-up codes have to be created before configuring a queue? - ANSWER
Yes, so that the created wrap-up codes can be assigned to the queue.
12. How many wrap-up codes can Agents assign per interaction? - ANSWER
Only one
13. What is After Call Work (ACW)? - ANSWER ACW is the work that an agent
performs immediately following an interaction. Work may involve selecting a
wrap-up code, updating customer information in a database, filling out forms, or
initiating an outbound interaction.
14. Does Genesys Cloud factor ACW in the average handle time? - ANSWER
Yes, if ACW is a requirement before handling the next interaction.
,15. What are the four types of ACW for a queue? - ANSWER 1. Optional
2. Mandatory, Discretionary
3. Mandatory, Time-boxed
4. Mandatory, Time-boxed no early exit
16. What must you do to set up the transfer of an inbound call into a queue? -
ANSWER Set up a range of DID phone numbers
17. Can Agents activate and deactivate themselves? - ANSWER Yes, with the
correct permissions
18. Where can supervisors activate or deactivate Agents? - ANSWER
Performance > Queues Activity
19. What must you do before you can use Web Chat? - ANSWER Create a web
chat deployment
20. What format are ACD email domains in? - ANSWER
yourAccountName@myGenesysCloud.com
How many emails can a Genesys Cloud account have? - ANSWER Genesys
Cloud account can have a single email domain with up to 500 associated email
addresses
, If you plan to have multiple language options for the same queue, you must: -
ANSWER Create a unique email address for each language
What are Listeners? - ANSWER Listeners are the filters used to find the
matching social expressions such as tweets and posts, and assign them to the
queue. The queue routes the social expression to the appropriate agent.
What are the two types of reports and analytics? - ANSWER Reports and
dashboards
What are the four broad categories by which the reports can be classified? -
ANSWER 1. Agent Reports
2. Queue Reports
3. Outbound Dialing Reports
4. Communicate Reports
Agent Metrics Report - ANSWER The Agent Metrics Report is useful to a
supervisor when giving an agent feedback on performance.
Queue Metrics Interval Report - ANSWER The Queue Metrics Interval Report
helps contact center managers analyze the volume of interactions during each
half-hour interval and the metrics, which define whether they have enough
agents to handle the load.
Where can you access the Contact Center dashboard? - ANSWER
Performance > Workspace
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