Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
Answer : A
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
Answer : CE
Alerts that have been read are not included in the alert count, even if they are still active.
Answer : A
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
Answer : B
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?
Answer : B
Which options can be configured when setting up a queue? (Choose two.)
Answer : BD
Why are Divisions important in an organization?
Answer : C
Under which container is Queue available?
Answer : D
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
Answer : A
If you have not created any additional templates, you will have several default template options when creating a new script.
These default templates are: (Choose four.)
Answer : ACEF
Currently, you manage all agents' schedules 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 manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
Answer : A
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
Answer : ACE
Which of the following items need to be configured for an outbound campaign? (Choose three.)
Answer : ACD