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| Section | Weight | Objectives |
|---|---|---|
| Genesys Cloud CX Architecture | - Platform deployment models - Infrastructure components - System design and integration strategy | |
| Genesys Cloud CX Administration | 40% | - Security and permissions management - Contact center configuration - User setup and management - Governance policies |
| Implementation | 40% | - Customer service strategy alignment - Routing configuration - Integrations with organizational goals - Workflow setup and best practices |
| Genesys Cloud CX Development | - API design and implementation - Custom applications - Building custom features and integrations - Workflow development | |
| Genesys Cloud CX Reporting and Analytics | 20% | - Data-driven recommendations - Trend identification - Dashboard interpretation - Performance metrics analysis - Custom report building |
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NEW QUESTION # 35
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
Answer: B
Explanation:
Explanation
A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%. References: https://help.mypurecloud.com/glossary/service-level/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 36
Where can call recording be enabled?
Answer: A
Explanation:
Call recording in Genesys Cloud CX can be enabled at the level of Edges and Edge Groups. Edges are the appliances that provide connectivity to the public switched telephone network (PSTN) and VoIP services, while Edge Groups are collections of these Edges. By enabling call recording at this level, organizations can ensure that inbound and outbound interactions are recorded for quality assurance, compliance, and training purposes. This setup allows for centralized management of recording policies and storage, ensuring consistency across the organization.
NEW QUESTION # 37
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
Answer: A
Explanation:
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because:
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 interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
Status
Time in status
Calls answered
Average talk time
Average ACW
NEW QUESTION # 38
Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
Answer: B
Explanation:
Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the group. You can create workspaces for different purposes, such as projects, teams, departments, etc. Reference: https://help.mypurecloud.com/articles/about-workspaces/ https://help.mypurecloud.com/articles/create-a-workspace/
NEW QUESTION # 39
If you have not configured an email address to report issues to, Genesys Cloud CX:
Answer: A
NEW QUESTION # 40
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