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A system that routes interactions based on an algorithm which determines the best available agent for an interaction
A system that routes interactions based on an algorithm which determines the best available agent for an interactionA . ArchitectB . Automatic Call DistributionC . Call RoutingD . SchedulingView AnswerAnswer: B
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)A . LanguagesB . MediansC . SkillsD . Index RatingsE . Knowledge levelsView AnswerAnswer: C,E
Recording Policies can be configured for what type(s) of contact(s)?
Recording Policies can be configured for what type(s) of contact(s)?A . CallB . ChatC . EmailD . MessageE . All of the aboveView AnswerAnswer: A
What is the most likely reason?
Several people have complained that they try to join a group chat and they can’t find the group in a search . What is the most likely reason?A . The group is in the wrong OrganizationB . Group chat is only available to administratorsC . The group is set to...
Which ACD routing method routes interaction to the next available agent?
Which ACD routing method routes interaction to the next available agent?A . Bullseye ACDB . Standard ACDC . Skills based routingD . All of the aboveView AnswerAnswer: B Explanation: Reference: https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)A . EmployeeB . Master AdminC . Genesys Cloud UserD . AdminE . Telephony AdminView AnswerAnswer: A,D Explanation: Reference: https://help.mypurecloud.com/articles/about-roles-permissions/
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)A . The maximum capacity that an agent may handle simultaneously for each supported media typeB . The after call work time for each media typeC . The length of time that an agent may spend on each media...
Why are skills and languages configured separately?
Why are skills and languages configured separately?A . So that skills can have a more granular competency rating than languagesB . So that an agent with a skill can receive an interaction regardless of the language requirementC . So that an agent with a language capability can receive an interaction...
Call Recording is enabled in.
Call Recording is enabled in.A . Admin > TelephonyB . Admin > QualityC . Admin > Contact CenterView AnswerAnswer: A
What is a DNC list?
What is a DNC list?A . A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.B . A DNC list is another name for a contact list.C . A DNC list is a table containing high-priority numbers that should be dialed using preview...
