Genesys-admin
Genesys Cloud Knowledge Quiz
Test your understanding of the Genesys Cloud platform with this comprehensive quiz designed for administrators and users alike. Challenge yourself with various questions ranging from licensing to contact center routing strategies.
Key Features:
- Multiple-choice and checkbox questions
- Assessment of practical knowledge
- Ideal for training and certification purposes
Several people have complained that they try to join a group chat but cannot find the group in a search. Which of the following reasons would be the possible cause for this?
The group is in the wrong Organization
The group chat is only available to administrators
The group is set to Members Only and they are not members of the group
The group is set to public
Which of the following entities is used for ensuring that people within your organization have the rights and permissions that they need within Genesys Cloud?
Workgroups
Rooms
Groups
Roles
Which of the following options from the Performance menu needs to be selected to view real-time statistics for all active campaigns?
Scripts
Campaign Management
Outbound Campaigns
Schedules
What are the categories of rules that will be defined in rule sets on outbound campaigns?
Post-Call
Pre-call
On-call
Wrap-up
How many levels are featured for contact centre licesing?
4
3
5
2
Neo Corporation plans to purchase the Genesys Cloud contact center solution from Genesys. They need unlimited multi-channel interaction routing. Which of the following license levels suit this need?
Genesys Cloud1
Genesys Cloud2
Genesys Cloud3
Collaborate
Communicate
Which feature provides the ability for an email interaction to be interrupted by voice?
Utilization
ACD Skills
Emergency Routing
Scripts
Which definition matches the After Call Work option as Mandatory, Time-boxed no early exit?
The agent may or may not complete after call work. The system will set the status to Available after the interaction is completed. The agent is responsible for setting the availability appropriately if performing After Call Work
Once the after call work status starts for the agent, the system will automatically set the status to Available again when the After Call Timeout is reached. The agent can set the status to Available if the After Call Work is completed early.
The after call work status starts for the agent and will remain in that status until a wrap-up code is selected and the After Call Work is manually completed
The agent is automatically placed into after call work status, and the system will automatically set the status to Available when the After Call Timeout is reached. The agent cannot set the status to Available if the After Call Work is completed early
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
Account Codes
Wrap-up Codes
Resolution Codes
Status
Genesys Cloud ACD assigns interactions to the most appropriate available agent. Which of the following attributes is used to determine the best available agent?
Language Skills
Additional attribute ratings
ACD skills
Time since last ACD interaction
Staffing requirements
The bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. What is the maximum number of rings that can be defined in bullseye routing?
8
6
4
2
What do the service level and service level target for voice interactions mean?
80 calls must be answered every 20 seconds
80% of calls must be answered within 20 seconds
80% of agents must answer calls within 20 seconds
20 chats and calls must be answered within 20 seconds
Which of the following definitions matches the After Call Work option as Mandatory, Time-boxed?
The agent is automatically placed into after call work. The agent can set themselves to ready manually if after call work finished early
The agent is automatically placed into after call work. Agent cannot set themselves to ready if after call work finished early
The agent is placed in after call work status and must manually set their status back to Available when their After Call Work is complete
The agent may or may not complete After Call Work. The system will set them to Available after an interaction completes. The agent is responsible for setting their availability appropriately if performing After Call Work
What is the alerting timeout concerning queue configuration?
This is how long the interaction will alert before disconnecting
This is how long the agent has to complete after call work
This is how long the interaction will wait to resume, alerting the agent
This is how long the interaction will alert before timing out and setting the agent's status to Not Responding
Which ACD Routing method routes an interaction to the next available agent?
Bullseye ACD
Standard ACD
Preferred agent
Disregard skills, next agent
Which of the following definitions matches the After Call Work option as Optional?
Once the after call work status starts for the agent, the system will automatically set the status to Available again when the After Call Timeout is reached. The agent can set the status to Available if the After Call Work is completed early
The agent may or may not complete after call work. The system will set the status to Available after the interaction is complete.d The agent is responsible for setting the availability appropriately if performing ACW
The agent is automatically placed into after call work status, and the system will automatically set the status to Available when the After Call Timeout is reached. The agent cannot set the status to Available if the After Call Work is completed early.
The after call work status starts for the agent and will remain in that status until a Wrap-Up code is selected and the After Call Work is manually completed
Which of the following attributes assigned to the agents ensure that the interactions are routed to the most qualified agent?
Languages
Medians
Skills
Index ratings
Knowledge levels
A system that routes interactions based on an algorithm that determines the best available agent for an interaction.
Architect
Automatic call distribution
Emergency groups
Scheduling
The utilization feature of genesys cloud allows administrators to configure:
The maximum capacity that an agent may handle simultaneously for each supported media type
The after call work time for each media type
The length of time that an agent may spend on each media type
The media types that can interrupt current interactions that an agent is handling
Select the categories of ACD skills that can be added to a user or interaction
Language
Roles
Skills
Queue
Which of the following allows customer interactions handled by agents with the right skills in the shortest amount of time?
Routing strategies
Automatic call distribution
Workforce management
When the bullseye routing method is used, you can remove skill requirements when the interaction goes to the next ring
True
False
What two options are available to create a customized user role?
Copy an existing role then add the necessary permissions to meet your needs
Create a new role and assign the necessary permissions to that role
Create or modify a workgroup to meet your needs
Create a new group and assign the necessary permissions to the group
You have added a new user to genesys cloud, but the phone call icon on the left pane is not being displayed for that user, preventing calls from being made or received. What is the most likely reason for this?
The user deleted the icon
The user is not assigned the appropriate role
The user's phone is unplugged
A phone number was not assigned to the user
Which options can be configured when setting up a queue?
Wrap-up codes
ACD skills
Utilization
Alerting timeout
Inbound flows
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
True
False
Why are divisions important in an organization?
Divisions are used to divided interactions equally between 2 or more queues
Divisions allow the organization to control which roles can be assigned to users
Divisions allow the grouping and segregation of objects while keeping them inside the same organization
Divisions define which users can be assigned to queues
Which role is assigned automatically to users when they are created?
User
Communicate - user
Admin
Employee
Select the applicable options for genesys cloud architect. Choose 3 answers
Play pre-recorded messages
Convert text to speech
Configure queues
Create skills
Receive and route calls
Under which container is queue avialable?
Contact center
Telephony
Integration
Routing
What is the usage of scripts within genesys cloud contact center?
Scripts can be used for inbound interactions only
Scripts can be used to configure flows when setting up architect
Scripts can be used in all types of interactions
Scripts can be used for outbound dialing campaigns only.
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? Choose 4 answers:
Blank script
Default callback script
Default inbound script
Default outbound script
Collection script template
Sales script template
Which of the following components can be added to scripts? choose 4 answers:
Visual basic control
Text
Call flow
Checkbox
Web page
Image
You cannot add variables to a script
True
False
Which of the following needs to be configured for an outbound campaign? Choose 3 answers:
Agents
Evaluation forms
Contact lists
Campaigns
Dialing modes
What is a DNC list?
A DNC list causes records to be presented as preview dialed, regardless of the dialing mode.
A DNC list is another name for a contact list
A DNC list is a table containing high-priority numbers that should be dialed using preview mode
A DNC list is a table containing phone numbers that a campaign should never dial
For outbound dialing, where do you configure the dialing mode?
In the contact list object
in the queue object
In the campaign object
What would you select from the Admin>Outbound menu to create a new campaign?
Scripts
Schedules
Campaign dashboard
Campaign management
Which dialing mode allows the agent to see the customer information before dialing?
Progressive
Predictive
Preview
Power
Which of the following is not a Quality Management feature?
Evaluation forms
Policies
Scheduling
Interaction recording
What is a critical question in an Evaluation Form?
Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions
Critical questions are questions that the gaent must answer
Critical questions are multiple choice questions that have a higher weight than non-critical questions.
If answered "No", critical questions will result in an evaluation score of zero for the interaction.
Which are all the question types available while creating an Evaluation Form? Choose 3 answers
Multiple Choice
Yes/No
Fill in the blank
Range
Multiple Response
Which of the following types of interactions can be configured for Recording Policies?
Call
Chat
Email
Message
All of the above
What is a fatal question in an Evaluation Form?
Fatal questions have a heavier weight than non-fatal questions
Fatal questions are also critical questions. If scored "No", the evaluation score will be zero.
Fatal questions are also critical questions. If scored "No", the agent will be terminated
Fatal questions are the same as critical questions.
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 contact center feature can you use to replace and automate the spreadsheet schedule?
Genesys Cloud Workforce Management
Genesys Cloud API
Genesys Cloud Architect
Genesys Cloud Reporting and Analytics
Which of the following options is the best way to monitor the deviation from the forecast versus the real-time?
Real-time adherence
Historical adherence
Intraday monitoring
View Agent schedule
Which Genesys Cloud feature helps to ensure that enough agents are in the right place at the right time?
Routing
Queue Management
Workforce Management
Reporting and Analytics
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