Question 1

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

Options :

A : Languages

B : Medians

C : Skills

D : Index Ratings

E : Knowledge levels

Answer: A,C

Question 2

All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.

Options :

A : Create a Site

B : Assign the Edge to a Site

C : Configure a trunk

D : Create an Edge Group

E : Associate the network interface

F : Authenticate the Edge

G : Configure the Edge Connectors

Answer: C

Question 3

Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when theyhave 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?

Options :

A : Genesys Cloud CX Workforce Management

B : Genesys Cloud CX API

C : Genesys Cloud CX Architect

D : Genesys Cloud CX Reporting and Analytics

Answer: A

Question 4

With the ______ feature provided by Genesys Cloud CX, an administrator can effectively monitor agents and analyze their performance.

Options :

A : Analytics Workspace

B : Group Workspace

C : Workspace

D : All of the above

Answer: A

Question 5

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

Options :

A : True

B : False

Answer: A

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