Correct Answer: AC

Explanation: Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of

interactions or customers. For example:

Languages indicate an agent's ability to speak or write in different languages. Skills indicate an agent's capability or willingness to handle different media types or queues.

Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.

References:

https://help.mypurecloud.com/articles/about-acd-evaluation-methods/

https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/

https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/

Correct Answer: C

Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/

My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can

access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data.

References:

https://help.mypurecloud.com/articles/my-queues-activity-view/

https://help.mypurecloud.com/articles/customize-views/

Correct Answer: D

Explanation: Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone

devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure.

References:

https://help.mypurecloud.com/articles/about-genesys-cloud-voice/

https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/

Correct Answer: B

Explanation: Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX. Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed. However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert.

References: https://help.mypurecloud.com/articles/about- alerts/ https://help.mypurecloud.com/articles/view-and-manage-alerts/

Correct Answer: C

Explanation: Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills,

availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot

be used for routing interactions or in Architect flows.

References: https://help.mypurecloud.com/articles/about-queues/

https://help.mypurecloud.com/articles/about-groups/

Correct Answer: A

Explanation: The maximum limit for creating performance dashboards for private users is

10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your

own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50.

References: https://help.mypurecloud.com/articles/about-performance-dashboards/

https://help.mypurecloud.com/articles/create-a-performance-dashboard/

Correct Answer: CE

Explanation: Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as: Building address Number of floors Location contact information Emergency number Time zone Language Currency To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References: https://help.mypurecloud.com/articles/location- overview/ https://help.mypurecloud.com/articles/add-a-location/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/

Correct Answer: ADE

Explanation: Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them

are three items that could be defined as policies in Genesys Cloud CX Quality Management. Policies are rules that automate repetitive quality management tasks based on various criteria and conditions. Policies can help contact center

managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations.

References: https://help.mypurecloud.com/articles/about-policies/

https://help.mypurecloud.com/articles/create-a-policy/

Correct Answer: D

Explanation: Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data. For example: Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents. Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count. Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as: Agent performance Queue performance Interaction quality Customer satisfaction Workforce management References: https://help.mypurecloud.com/articles/how-reporting-works/ https://help.mypurecloud.com/articles/performance-dashboards-overview/ https://help.mypurecloud.com/articles/reports-overview/

Correct Answer: A

Explanation: Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX.

Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization

Settings in Genesys Cloud CX window.

References:

https://help.mypurecloud.com/articles/organization-id/

https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/