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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics, and Quality Management | 15% | - Call recording, evaluation forms, and quality monitoring - Custom reports and data insights - Dashboards, views, and standard reports |
| Topic 2: Routing and Interaction Management | 20% | - Omnichannel interactions: voice, email, chat, messaging - ACD routing strategies - Architect flow design and implementation |
| Topic 3: Integrations, Data Actions, and System Administration | 10% | - Third-party integrations and APIs - Data actions and web services - System maintenance, backup, and troubleshooting |
| Topic 4: Genesys Cloud CX Architecture and Core Concepts | 20% | - Licensing models and capabilities - Platform overview and components - Access and navigation |
| Topic 5: User and Organization Management, Security, and Compliance | 15% | - Groups, departments, and organization structure - User setup, roles, and permissions - Security settings and compliance requirements |
| Topic 6: Core Contact Center Configuration | 20% | - Schedules, holidays, and time zones - Scripts, flows, and IVR configuration - Queues, skills, and proficiency models |
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NEW QUESTION # 142
What is the maximum limit for creating performance dashboards for private users?
Answer: B
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. Reference: https://help.mypurecloud.com/articles/about-performance-dashboards/ https://help.mypurecloud.com/articles/create-a-performance-dashboard/
NEW QUESTION # 143
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
Answer: B
Explanation:
Explanation
Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction. References: https://help.mypurecloud.com/glossary/average-speed-of-answer/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 144
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
Answer: D
Explanation:
AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX. Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:
Text Chat
Video Chat
Content Management
Group Messaging
Presence Indicators
AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots. AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:
Intent Recognition
Entity Extraction
Sentiment Analysis
Conversation Flow
Knowledge Base
NEW QUESTION # 145
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
Answer: D
NEW QUESTION # 146
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
Answer: A,B,D
Explanation:
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement
NEW QUESTION # 147
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