Refer to the figure shown:
A Supervisor has access rights assigned as shown in the image, at the same levels across all sites.
Can she adjust security assignments for other Supervisors?
A . Yes
B . No
C . Only for the same site
D . Cannot tell from image, ability depends on her security role
Answer: C
Which of the following is true for “Marked Tim”?
A . The only difference between an "Exception" and "Marked Time" is that an Exception may be asked by an Agent while Marked Time may not
B . When an "Marked Time" is scheduled Agent is taken away from his/her Work for the duration of Marked Time and then returned back
C . Marked Time does not interrupt Agent work. It is only used to report specific situations like Coaching, Supervisor assist etc. while working
D . "Marked Time" Is used to differentiate between paid and not paid time during Agent shift
Answer: B
What are the possible actions one can take in order to avoid an Agent available in WFM Configuration Utility to be scheduled at all during the next schedule period? (Choose three.)
A . Change the skill levels in WFM Configuration Utility
B . Disable Skills in WFM Configuration Utility
C . Remove the Login ID in Genesys Administrator
D . Adjust the Hiring/Termination date in WFM configuration utility
E . Grant the agent an exception in the Calendar
Answer: ABE
Which two actions can you perform using the WFM Configuration Utility? (Choose two.)
A . Modify schedule
B . Create a Report
C . Create a shift
D . Change access rights to scheduling module
Answer: AC
Where in WFM Configuration Utility do you define business hours for a contact center?
A . Organization
B . Activity Policies
C . Contract Site Rules
D . Contract Availability
E . Rotating Patterns
Answer: E
Explanation:
Reference: http://docs.genesys.com/Documentation/WM/8.1.2/Admin/AboutPol
Ann, a member of the finance department at a large corporation, has submitted a suspicious email she received to the information security team. The team was not expecting an email from Ann, and it contains a PDF file inside a ZIP compressed archive. The information security learn is not sure which files were opened. A security team member uses an air-gapped PC to open the ZIP and PDF, and it appears to be a social engineering attempt to deliver an exploit.
Which of the following would provide greater insight on the potential impact of this attempted attack?
A . Run an antivirus scan on the finance P
C . Use a protocol analyzer on the air-gapped P
E . Perform reverse engineering on the document.
F . Analyze network logs for unusual traffic.
G . Run a baseline analyzer against the user’s computer.
Answer: C
Alerts in the Performance module are notifications that occur when pre-configured thresholds are reached.
How is the notification performed?
A . Through Email
B . Through a Configurable Event
C . By displaying the word "ALERT" with no audible signal
D . By displaying the word "ALERT’ with audible signal
E . Through audible signal only
Answer: D
When a call arrives on a Routing Point and needs to be delivered to an Agent with a specific skill, which Genesys Solution actually decides who will receive the call?
A . Workforce Management
B . Outbound Contact
C . Universal Routing
D . Solution Reporting
Answer: A
Explanation:
Reference: http://docs.genesys.com/Documentation/Composer/8.1.3/Help/RoutingFAQs
For which of following activity types can you configure statistics to collect historical data? (Choose two.)
A . Immediate Work
B . Deferred Work
C . Fixed Staff Work
D . Temp Staff Work
Answer: BD
Which of the following interfaces can be localized without any programming knowledge? (Choose two.)
A . WFM Database Utility
B . WFM Configuration Utility
C . WFM Web for Agents
D . WFM Web for Supervisors
Answer: BD