Free Genesys GCP-GCX Übungsprüfungen - Seite 5 von 6

Question #41

Currently, you manage all agents‘ schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to manage these in an easier and more automated way.

Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?

A . Genesys Cloud CX Workforce Management
B . Genesys Cloud CX API
C . Genesys Cloud CX Architect
D . Genesys Cloud CX Reporting and Analytics

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Question #42

To assign extensions to users, you must first __________.

A . Create a pool of extensions.
B . Buy the extension number from the carrier.
C . Add the extension to the dial plan.
D . Assign the extension to the user’s phone.

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Question #43

Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

A . The DID number and extension are not listed in the DID or extension pools.
B . The DID number and extension are considered the same numbers and entered into the same phone.
C . The user does not have the proper license type, roles, and permissions.
D . The DID number and the extension do not have the same last 4 digits.

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Question #44

Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

A . True
B . False

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Question #45

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

A . Languages
B . Medians
C . Skills
D . Index Ratings
E . Knowledge levels

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Question #46

Which of the following is NOT a Genesys Cloud CX Collaborate feature?

A . Text Chat
B . AI Chat
C . Video Chat
D . Content Management

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Question #47

If you have not created any additional templates, you will have several default template options when creating a new script.

These default templates are: (Choose four.)

A . Blank Script
B . Default Callback Script
C . Default Inbound Script
D . Default Outbound Script
E . Collection Script Template
F . Sales Script Template

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Question #48

Genesys Cloud CX Collaborate supports video chat with upto_____people simultaneously

A . 8
B . 10
C . 12
D . 14

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Question #49

Which of the following best defines the performance view for Queues?

A . Used to monitor real-time contact center metrics.
B . Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
C . Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
D . Used to view historical data only.

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Richtige Antwort: C
C

Explanation:

Reference: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX.

The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as:

Service level

Abandon rate

Average speed of answer

Average handle time

Interaction volume

The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents because:

Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.

Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu. You can see the historical values of various metrics by using the date filter or the pre-set day filter.

Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues.

Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues.

Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues.

Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues.

Reference:

https://help.mypurecloud.com/articles/performance-dashboards-overview/

https://help.mypurecloud.com/articles/queues-views-overview/

Question #50

Which embedded clients does Genesys Cloud CX support? Choose 2 answers

A . Oracle
B . Salesforce
C . Zendesk
D . Zoho

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