Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

A. Reports

B. Dynamic Views

C. Dashboard

D. Interaction

Why must you create queues for ACD functionality to work?

A. Queues are the waiting lines for the agents who will be assigned interactions through ACD

B. Queues provide ACD with a means to determine the skill level requirement of an interaction

C. Queues are the waiting lines for interactions that are routed using ACD

D. Queues match agents to an appropriate interaction using ACD

Which definition matches the After Call Work option Mandatory, Discretionary?

A. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

B. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

C. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

D. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

Call Recording is enabled in.

A. Admin > Telephony

B. Admin > Quality

C. Admin > Contact Center

The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?

A. 8

B. 6

C. 4

D. 2

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

When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

A. True

B. False

What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

A. Dialog boxes

B. Scripts

C. Toast pop-ups

D. IVR prompts

Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

A. Reports

B. Dashboards

C. Dynamic Views

D. All of the above

Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

A. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

B. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

C. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

D. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.