How many types of flows are supported by Architect?

A. 5

B. 6

C. 7

D. 8

Which of the following components can be added to scripts? (Choose all that applies.)

A. Visual Basic Control

B. Text

C. Call Flow

D. Checkbox

E. Web Page

F. Image

Which ACD routing method routes interaction to the next available agent?

A. Bullseye ACD

B. Standard ACD

C. Skills based routing

D. All of the above

A. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

B. Critical Questions are Questions that the agent must answer.

C. Critical Questions are multiple choice Questions that have a higher weight than non- critical Questions.

D. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.

Which definition matches the ACD Evaluation Method Best Available Skills?

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

What is a fatal question in an Evaluation Form?

A. Fatal Questions have a heavier weight than non-fatal Questions

B. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero

C. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated

D. Fatal Questions are the same as critical Questions

By Default, Line recording is disabled.

A. True

B. False

What is the recommended way to create a .csv file?

A. Use a text editor, such as Notepad, to create your .csv files

B. Create a spreadsheet and export it as a .csv file

C. Use a word processing application, such as Microsoft Word, to create your .csv files

D. Use a .csv application to create .csv files

Which of the following options are used when scheduling a report? (Choose three.)

A. Time period

B. Custom Date Range

C. Recurrences

D. Time zone

E. Start Time

Select the types of scheduling available in Genesys Cloud. (Choose two.)

A. Manual Scheduling

B. Load based Scheduling

C. Automated Scheduling

D. All of the above