Correct Answer: ABD

Explanation: A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each

report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and

activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:

Agent performance

Queue performance

Interaction quality

Customer satisfaction

Workforce management

Some true statements about reports are:

A queue report only counts interactions that spent time in the queue, but an agent- based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly,

even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:

An Abandon is an interaction that disconnects before an agent handles it. This means that the interaction was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various

metrics, such as:

Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can

set various parameters for reports, such as:

Some false statements about reports are:

Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:

Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :

References: https://help.mypurecloud.com/articles/reports-overview/

https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by- design/

https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always- equal-the-answered-plus-abandoned-metrics/

https://help.mypurecloud.com/articles/edit-a- report/

Correct Answer: D

Explanation: Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-

up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window.

References: https://help.mypurecloud.com/articles/routing-overview/

https://help.mypurecloud.com/articles/admin-menu-overview/

Correct Answer: ABC

Explanation: Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's

proficiency or preference for handling certain types of interactions or customers. For example:

Language skills indicate an agent's ability to speak or write in different languages. Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.

ACD skills indicate an agent's capability or willingness to handle different media types or queues.

Genesys Cloud CX ACD 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-additional-attribute-ratings-to-an-agent-profile/

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

Correct Answer: C

Explanation: The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time,

total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.

References: https://help.mypurecloud.com/articles/agent-login-logout- details-report/

https://help.mypurecloud.com/articles/monitor-agent-adherence/

Correct Answer: C

Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users from logging in with their Genesys

Cloud CX credentials and requires them to use an SSO provider instead. This feature enhances security and simplifies user management for organizations that use SSO.

References:

https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO

https://help.mypurecloud.com/articles/disable-genesys-cloud-login/

https://help.mypurecloud.com/articles/about-single-sign-on/

Correct Answer: D

Explanation: Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as: Agent performance Queue performance Interaction quality Customer satisfaction Workforce management Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as: Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards. Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports. Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities. Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities. References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/ https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/

Correct Answer: D

Explanation: It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and

telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:

How many digits are required to dial a destination number Which digits are used to identify a country code, area code, or extension Which digits are used to access an outside line or an operator Which digits are used to indicate an

emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu . Genesys Cloud CX provides a set of default number plans that work for most users . You can

also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation .

References: https://help.mypurecloud.com/articles/number-plan- information/

https://help.mypurecloud.com/articles/add-number-plan/

Correct Answer: B

Explanation: Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as: Numbering plan Trunk Classification Priority An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification. References: https://help.mypurecloud.com/glossary/outbound-route/ https://help.mypurecloud.com/articles/add-an-outbound-route/

Correct Answer: A

Explanation: To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are

available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin.

References: https://help.mypurecloud.com/articles/create-a-pool-of- extensions/

https://help.mypurecloud.com/articles/assign-extensions-to-users/

Correct Answer: B

Explanation: You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive

suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that

receive feedback messages from users who view content items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create

feedback email groups and assign them to content items or categories based on your needs.

References: https://help.mypurecloud.com/articles/content-management-overview/

https://help.mypurecloud.com/articles/create-a-feedback-email-group/

https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or- category/