QUESTION 1

Which license offers features for organizations that require multi-channel based support, including
social media along with Workforce Management in their contact center?

A. Genesys Cloud 1

B. Genesys Cloud 2

C. Genesys Cloud 3

D. Genesys Cloud 4

Correct Answer: C

QUESTION 2

Where can you find people in your organization and add external contacts to the organization?

A. Documents

B. Activity

C. Directory

D. Location

Correct Answer: C

QUESTION 3 How many categories of routing are there in a Call Route under the Call Routing page?

A. 5

B. 4

C. 3

D. 2

Correct Answer: C

QUESTION 4 You can add more than one outbound route to the contact center.

A. True

B. False

Correct Answer: A

QUESTION 5 Where do you add the list of IP or CIDR addresses allowed or denied access to an
External or Phone Trunk?

A. Availability
B. SIP Access Control

C. Outbound

D. Calling

Correct Answer: B

QUESTION 6 Choose the types of available Phone Trunks in Genesys Cloud. (Choose two.)

A. Gateway

B. SIP

C. Outbound Proxy

D. WebRTC

Correct Answer: BD

QUESTION 7 Where do you configure the Auto Invite setting to send email invites automatically
when users are added?

A. Admin > Account Settings > Organization Settings

B. Admin > Account Settings > Organization

C. Admin > Account Settings > Organization Settings > Settings

Correct Answer: C

QUESTION 8

You want to have a video chat with Jill and Amelia in the Kayak Guides room. You have clicked on the
Open video call icon to initiate the video chat. What else must happen next for the video chat to
work?

A. Other participants must also click on the Open video call icon.

B. All participants must click on the Join button in the video chat view.

C. All participants, except the initiator, must click on the Join button in the chat view.

D. Participants automatically placed in the video chat when clicking on the chat room.

Correct Answer: B
QUESTION 9

You want each group to have a place where they can upload, organize, and share documents and
files. Which setting would you click to configure this behavior?

A. Workspaces

B. People

C. Queues

D. Groups

Correct Answer: A

QUESTION 10 What is the maximum file size that a user can upload into Genesys Cloud

Documents?

A. 10 MB

B. 100 MB

C. 2 GB

D. No Limit

Correct Answer: C

QUESTION 11 When you configure to place a call outside the contact center, is it possible for you to
assign a default country code?

A. Yes

B. No

Correct Answer: A

QUESTION 12 If you want all your Edges in an Edge group to use the same WebRTC phone trunk,
where should you configure that?

A. In the Edges configuration Network Interfaces tab, select Use the following trunks under the
Phone Trunks section.

B. In the Edges configuration Network Interfaces tab, select Use the following trunks under the
External Trunks section.

C. In the Edge Groups configuration Network Interfaces tab, select Inherit from Edge Group under
the Phone Trunks section

D. In the Edges configuration Network Interfaces tab, under the Phone Trunks section, select Inherit
from Edge Group and then select WebRTC phone trunk for the respective Edge group.
Correct Answer: D

QUESTION 13 How many types of Genesys Cloud Contact Center Licenses are available?

A. 5

B. 2

C. 3

D. 4

Correct Answer: C

QUESTION 14

You just added 53 employees to Genesys Cloud. John Camper emailed you to say that everyone
around him received an invitation email to Genesys Cloud, but he didn't. You want John to be able to
use the features and functions of Genesys Cloud. What can you do to provide Jonn with his login
credentials? (Choose two.)

A. Resend the invite.

B. Add John to Genesys Cloud again so that a new invitation will be generated.

C. Submit a ticket to Genesys Cloud support.

D. Reset John’s password and let him know the password to log in with.

E. Tell John to be patient and wait for the email to arrive.

Correct Answer: AD

QUESTION 15 What are the operating systems available for Genesys Cloud mobile applications?

(Choose two.)

A. Blackberry OS

B. IOS

C. Windows 10 mobile

D. EOS

E. Android

Correct Answer: BE

QUESTION 16 What are the ways that you can place a call through Genesys Cloud?

(Choose two.)

A. Use the built-in Dialpad.

B. Use the Make Call button.

C. Use the Call History.

D. Use the .NET Client.

Correct Answer: AC

QUESTION 17 Which architectural approach is used to develop a single application as a suite of

small services?

A. Monolithic Architecture

B. Microservices Architecture

C. Genesys Cloud Salesforce Architecture

D. Single Core Architecture

Correct Answer: B

QUESTION 18

Which platform component manage account configuration, directory search, user membership.
phone call routing, agent assignment?

A. Public Interface Services

B. Core Services

C. Communication Services

D. Application Services

Correct Answer: B

QUESTION 19 You have just added a new document to Genesys Cloud so that everyone within the
organization can access it when needed. What must you do to ensure that users can find the
document when they want to access it?

A. Add meaningful tags to the document.

B. Add a priority of “high” to this document.

C. Make sure you name the document in a way that is easy to search for.

D. Number the documents in such a way that this one appears at the top of the list.

Correct Answer: A
QUESTION 20 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.

Correct Answer: A

QUESTION 21 Which statements are true regarding the role of Designated Contacts?

(Choose three.)

A. Designated Contacts provide the first level of support for their organization.

B. Designated Contacts must report any issues to support immediately and let support determine
where the issue lies.

C. Designated Contacts must troubleshoot an issue to the point that they determine that the
problem does not lie within their responsibility.

D. Designated Contacts are the only people within an organization with access to the Resource
Center.

E. Designated Contacts are the only people within the organization who may contact and work with
support.

Correct Answer: ABE

QUESTION 22 You must work closely with ________ before completing configurations for

external SIP trunks.

A. Genesys

B. The Resource Center

C. Your carrier

D. Your designated contact

Correct Answer: C

QUESTION 23 Select the Access level permission types for workspace membership.

(Choose three.)

A. Full Access

B. Partial

C. Read Only

D. Write Only
E. Contributor

F. Collaborator

Correct Answer: ACE

QUESTION 24 What role is needed for a user who is responsible for the deployment and installation
of the Genesys Cloud organization?

A. Supervisor

B. admin

C. employee

D. User

Correct Answer: B

QUESTION 25 All of the following are steps that must be completed to configure an Edge appliance.

EXCEPT ________.

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

Correct Answer: G

QUESTION 26 Which protocol is used for transporting Digitized Audio?

A. UDP

B. TCP

C. RTP

D. SIP

Correct Answer: C
QUESTION 27

Your company has just acquired a new building, and you have been asked to add a new location in
Genesys Cloud. What are the prerequisites to check before you add the new location? (Choose two.)

A. You must know what groups to create for the new location.

B. You must have images of all the users located at the new location.

C. You must collect general information that you want displayed for each location, such as: building
address, number of floors, location contact information, location images, and floor plan images.

D. You must have the basic profile data for the users at the new location.

E. You must have Admin rights for Genesys Cloud

Correct Answer: CE

QUESTION 28 What type of trunk would you configure to connect to AudioCodes phones?

A. WebRTC phone trunk

B. Phone trunk

C. External trunk

D. Network interface trunk

Correct Answer: B

QUESTION 29 You can select multiple files to upload into a workspace in the Documents feature.

A. True

B. False

Correct Answer: A

QUESTION 30 Instant messaging costs are significantly less than long-distance phone conversations.

A. True

B. False

Correct Answer: A

QUESTION 31 Calling Name and Address can be overridden.

A. True

B. False

Correct Answer: A
QUESTION 32

What Genesys Cloud configuration option provides a way to ensure that phones of a specific make
and model are all deployed with the same settings?

A. Managed IP Phones

B. IP Phone Templates

C. Base Settings

D. Default Station configuration

Correct Answer: C

QUESTION 33 When creating an external trunk, what protocol(s) can be selected?

(Choose three.)

A. The default protocol

B. TCP

C. TLS

D. SIP

E. UDP

Correct Answer: BCE

QUESTION 34 How many types of groups are there by default?

A. 5

B. 3

C. 4

D. 2 (general group & skill expression group)

Correct Answer: D

QUESTION 35 Select all the sections for the standard profile page.(Choose five.)

A. General

B. Relationships

C. Contact

D. Contact Information
E. Skills & Certifications

F. HR

G.Languages

Correct Answer: ABDEF

QUESTION 36 You want to upload a checklist to Genesys Cloud so that the Adventure Specialists can
all access it to use when preparing for a new adventure. Which menu item would you click to start
the upload process?

A. Activity

B. Chat Icon

C. Documents

D. Admin

Correct Answer: C

QUESTION 37

Profiles can contain various types of information about people in your organization. What is one
reason that it is important to have employees complete their profile information?

A. Searches performed in the Genesys Cloud suite use information in the profile to return
appropriate results.

B. The education information can be verified against the human resources database.

C. The profile information can be used to keep LinkedIn information updated.

D. When employees have free time, they can review biographies of their peers.

Correct Answer: A

QUESTION 38 Which feature is used to share a document of size 1 GB size through chat?

A. Attach Button

B. Workspace sharable link

C. Drag and Drop

D. Add web links

Correct Answer: B
QUESTION 39 Which button would you click to mute yourself when on a call?

A. Microphone

B. Vertical bars

C. Dialpad

D. Drop-down arrow

E. Phone with down arrow

Correct Answer: A

QUESTION 40 Which of the following statements are true? (Choose two.)

A. You can view both protocol and media capture logs.

B. You cannot view either type of log file.

C. You can view protocol capture logs but not media capture logs.

D. Media capture logs can be read only with the support of customer care.

Correct Answer: AD

QUESTION 41 Which statement is true regarding chat rooms in Genesys Cloud?

A. Notifications can be turned off per room.

B. There is a maximum of 50 users to a room.

C. You must have the room_user permission to use rooms.

D. Administrators assign people to rooms.

Correct Answer: A

QUESTION 42 What should you do when a user leaves your organization to maintain high levels of
security in the Genesys Cloud product suite?

A. Reset the user’s password.

B. Rename the user account.

C. Set the user to Inactive for 30 days, then delete the user account.

D. Create a role for former users and add the user to that role.

Correct Answer: A
QUESTION 43 How do you represent your organization when you contact the Genesys Cloud support
team?

A. Organization ID

B. Company Name

C. Agent Name

D. ID

Correct Answer: A

QUESTION 44

When connecting the Edge appliance to your local area network, which is the best practice to deploy
the Edge using two of the standard interfaces - WAN and Port 2?

A. It should be connected to a different network segment that has access to your company intranet.

B. It should be connected to a network segment that has outbound access to the public Internet.

C. It should be connected to the same network segment that the Bridge server is on.

Correct Answer: B

QUESTION 45 Where can you add the preconfigured settings of the phones?

A. Admin > Telephony > Phone Management > Calls

B. Admin > Telephony > Phone Management > Phones

C. Admin > Telephony > Phone Management > Base Settings

Correct Answer: C

QUESTION 46 What additional functionality does Communicate brings to Genesys Cloud?

A. Knowledge base features, such as FAQs and Communities.

B. Unified Communications features, such as telephony, unified messaging, voice conferencing, and
auto-attendant.

C. Call center features such as ACD and scripting.

D. Directory capabilities, such as advanced search, profiles, and keyword searching.

Correct Answer: B
QUESTION 47 What are two methods for creating a conference call in Genesys Cloud?

A. With multiple active calls, click and drag an unselected call onto the previously selected call
details.

B. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees
in the search area and click Start Conference.

C. Click the Conference button in Genesys Cloud's directory then enter the names or phone numbers
of the attendees

D. Have all attendees call you. When all calls are active, click the Start Conference button.

Correct Answer: AB

QUESTION 48 What type of trunk would you create to connect to an AudioCodes

Mediant gateway?

A. External trunk

B. Network interface trunk

C. WebRTC phone trunk

D. SIP phone trunk

Correct Answer: A

QUESTION 49 Where should the WAN interface of the Edge appliance connect?

A. A network segment that is not accessible to the public Internet.

B. A network segment that has access to your internal LAN.

C. A network segment connected directly to Customer Care.

D. A network segment that has outbound access to the public Internet.

Correct Answer: D

QUESTION 50

You must define the phone configuration in Genesys Cloud to associate with a physical phone. What
binds the phone's settings in Genesys Cloud to a physical phone?

A. The phone model

B. The Base Settings

C. The phone name

D. The Hardware ID (MAC address)

Correct Answer: B

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

QUESTION 1

A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation
Method. What agent property is used to determine the next available agent?

A. Skill

B. Time since they last handled an ACD interaction

C. Cost

D. Department

Correct Answer: B

QUESTION 2 Which definition matches the After Call Work option Mandatory, Time-boxed?

A. The agent may or may not complete after call work. The system will set them to Available after an
interaction completes. They are responsible for setting their availability appropriately if performing
After Call Work.

B. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may set themselves to
Available if they complete their After CallWork early.

C. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may not set themselves to
Available if they complete their AfterCall

Work early.

D. The agent is placed in an After Call Work status and must manually set their status back to
available when their after call work is complete.

Correct Answer: B

QUESTION 3

Currently, you manage all agents’ schedules by 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 be able to schedule agents in an easier and more automated way. What Genesys
Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
A. Workforce Management

B. Workflow Process Automation

C. Genesys Cloud Architect

D. Genesys Cloud Reporting

Correct Answer: A

QUESTION 4

Select all the roles that are automatically assigned by default to the user who sets up the
organization. (Choose two.)

A. Employee

B. Master Admin

C. Genesys Cloud User

D. Admin

E. Telephony Admin

Correct Answer: AD

QUESTION 5

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 two.)

A. Blank Script

B. Default Callback Script

C. Default Inbound Script

D. Default Outbound Script

E. Collection Script Template

F. Sales Script Template

Correct Answer: ABCD

QUESTION 6 What does it imply when a campaign does not dial a list of telephone numbers?

A. They are in the DNC list

B. The call went unanswered

C. Unable to reach the customer

D. The telephone number is wrong

Correct Answer: A

QUESTION 7 Select the applicable options for Genesys Cloud Architect. (Choose three.)

A. Play pre-recorded messages

B. Convert text to speech

C. Configure queues

D. Configure skills

E. Receive and route calls

Correct Answer: ABE

QUESTION 8

The deviation from the forecast versus the real time can be monitored in the best way through
________________.

A. Real time adherence

B. Historical adherence

C. Intraday monitoring

D. View Agent schedule

Correct Answer: C

QUESTION 9 Which of the following media types can be selected when creating a report?

(Choose three.)

A. Voice

B. Email

C. Voicemail

D. Chat

Correct Answer: ABD

QUESTION 10 What is the recommended way to create a .csv file?

A. Use a text editor, such as Notepad, to create your .csv files

B. Create a spreadsheet and export it as a .csv file

C. Use a word processing application, such as Microsoft Word, to create your .csv files
D. Use a .csv application to create .csv files

Correct Answer: B

QUESTION 11 Which definition matches the After Call Work option Mandatory, Discretionary?

A. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may set themselves to
Available if they complete their After CallWork early.

B. The agent is placed in an After Call Work status and must manually set their status back to
available when their after call work is complete.

C. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may not set themselves to
Available if they complete their AfterCall Work early.

D. The agent may or may not complete after call work. The system will set them to Available after an
interaction completes. They are responsible for setting their availability appropriately if performing
After Call Work.

Correct Answer: B

QUESTION 12 Put the steps below in the correct order to successfully complete the Calibration
process:

1. Evaluate the interactions

2. Discuss the calibration results

3. Record interactions based on Policies

4. Take action on calibration results

5. Select and assign interactions for calibration

A. 3, 5, 4, 2, 1

B. 3, 5, 1, 4, 2

C. 3, 5, 1, 2, 4

D. 3, 4, 5, 2, 1

Correct Answer: C

QUESTION 13

Policies automate repetitive quality management tasks. What items could be defined as policies?
(Choose three.)

A. Update the Do Not Call list with records that have the appropriate wrap-up code
B. Determine how many evaluations per hour to assign to a quality evaluator

C. Set up a schedule to run a daily report

D. Automatically assign an evaluation for all calls over 5 minutes

E. Determine how long to retain recordings and whether to archive or delete them

Correct Answer: BDE

QUESTION 14 What are callable time sets?

A. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time
Sets can then be associated with a single campaign.

B. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can
then be associated with multiple campaigns.

C. Callable Time Sets provide a way to define your own time zones to associate with a campaign.

D. Callable Time Sets are used to define when a campaign starts and stops.

Correct Answer: D

QUESTION 15 Which option provides the ability for an email interaction to be interrupted by voice?

A. Admin>Contact Center>Utilization

B. Admin>Contact Center>ACD Skills

C. Admin>Routing>Emergencies

D. Admin>Routing>Disconnect Interactions

Correct Answer: A

QUESTION 16 Which of the following can be configured on inbound interactions to be used by ACD
processing? (Choose two.)

A. Languages

B. Intent of Call

C. Skills

D. Agent Availability

Correct Answer: AC

QUESTION 17 What process helps you to standardize call evaluations of contact center agents by
comparing multiple reviews of the same call or interaction?

A. Scoring
B. Monitoring

C. Calibration

D. Evaluation

Correct Answer: C

QUESTION 18 What two options are available to create a customized user role?

A. Copy an existing role then add the necessary permissions to meet your needs

B. Create a new Role and assign the necessary permissions to that role

C. Create or modify a workgroup to meet your needs

D. Create a new Group and assign the necessary permissions to the group

Correct Answer: AB

QUESTION 19 What is a critical question in an Evaluation Form?

A. 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.

B. Critical questions are questions that the agent must answer.

C. Critical questions are multiple choice questions that have a higher weight than non-critical
questions.

D. If answered “No”, critical questions will result in an evaluation score of zero for the interaction.

Correct Answer: A

QUESTION 20 Which dialing mode allows the agent to see customer information before dialing?

A. Progressive

B. Predictive

C. Preview

D. Power

Correct Answer: C

QUESTION 21

The Bullseye routing method relaxes the required skills as the selection pool expands from one ring
to the next. How many rings maximum may be defined for Bullseye routing?
A. 8

B. 6

C. 4

D. 2

Correct Answer: B

QUESTION 22

When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either
sequentially or randomly.

A. True

B. False

Correct Answer: A

QUESTION 23 What statements are true regarding contact lists used for outbound campaigns?

(Choose three.)

A. Contact lists must contain the home phone number and first and last name fields, at a minimum

B. Contact lists are read-only and cannot be updated by the agents

C. A contact list can have its own unique structure, including an arbitrary number of phone number
types

D. Each campaign can have its own contact list, or contact lists can be shared among campaigns

E. To use the callable times feature, each phone number column must have a corresponding time
zone column containing the zone name

Correct Answer: CDE

QUESTION 24 Which of the following are components of Genesys Cloud Reporting and Analytics?

(Choose three.)

A. Reports

B. Dynamic Views

C. Dashboard

D. Interaction

Correct Answer: ABC

QUESTION 25 Which of the following options are used when scheduling a report?

(Choose three.)

A. Time period

B. Custom Date Range

C. Recurrences

D. Time zone

E. Start Time

Correct Answer: ABD

QUESTION 26 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 mode.

D. A DNC list is a table containing phone numbers that a campaign should never dial.

Correct Answer: D

QUESTION 27 Why are skills and languages configured separately?

A. So that skills can have a more granular competency rating than languages

B. So that an agent with a skill can receive an interaction regardless of the language requirement

C. So that an agent with a language capability can receive an interaction regardless of the skill
requirement

D. Skills are a subset of languages so that the two can be combined to determine if the agent will
receive an interaction

Correct Answer: C

QUESTION 28

Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a
Menu Prompt to avoid Architect?

A. Default Menu choice

B. Menu options
C. Add blank audio

D. Menu prompt

Correct Answer: C

QUESTION 29 What is the purpose of the Wrap-up code mappings?

A. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
B. The mappings allow you to associate wrap-up codes to specific campaigns

C. The mappings configures outbound dialing to flag a single number or the entire contact as
uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction

D. The mappings allow you to associate wrap-up codes to specific queues

Correct Answer: C

QUESTION 30 What additional functionality will your business have by setting up and using ACD
Messaging in your contact center?

A. The ability to receive and route specific tweets to agents so that they can respond to those tweets

B. The ability to create and manage a Facebook page

C. The ability to have agents spontaneously post information about your business to Twitter,
Facebook, and other social media outlets

D. The ability for customers to access their accounts via social media channels

Correct Answer: Not sure , May be A is correct

QUESTION 31 How many types of flows are supported by Architect?

A. 5

B. 6

C. 7

D. 8

Correct Answer: A

QUESTION 32 Call Recording is enabled in

_________________.

A. Admin > Telephony

B. Admin > Quality

C. Admin > Contact Center

Correct Answer: A

QUESTION 33 Where are Genesys Cloud call recordings stored?

A. Recording Management

B. Cloud

C. Web Service

D. AWS Cloud

Correct Answer: D

QUESTION 34 What would you select from the Admin>Outbound Dialing menu to create a

new campaign?

A. Scripts

B. Schedules

C. Campaign Dashboard

D. Campaign Management

Correct Answer: D

QUESTION 35 Recording Policies can be configured for what type(s) of contact(s)?

A. Call

B. Chat

C. Email

D. Message

E. All of the above

Correct Answer: E

QUESTION 36 What is the Alerting Timeout with regard to Queue configuration?

A. This is how long the interaction will alert before disconnecting

B. This is how long the agent has to complete after call work

C. This is how long the interaction will wait to begin alerting the agent

D. This is how long the interaction will alert before timing out and setting the agent’s status to Not
Responding
Correct Answer: D

QUESTION 37

What attributes can be assigned to agents to ensure that interactions are routed to the most
qualified agent? (Choose two.)

A. Languages

B. Medians

C. Skills

D. Index Ratings

E. Knowledge levels

Correct Answer: AC

QUESTION 38 What is a fatal question in an Evaluation Form?

A. Fatal questions have a heavier weight than non-fatal questions

B. Fatal questions are also critical questions. If scored “No” the evaluation score will be zero

C. Fatal questions are also critical questions. If scored “No” the agent will be terminated

D. Fatal questions are the same as critical questions

Correct Answer: B

QUESTION 39 What Genesys Cloud feature can you use to present details about a caller to the agent
and allow the agent to update or collect information?

A. Dialog boxes

B. Scripts

C. Toast pop-ups

D. IVR prompts

Correct Answer: B

QUESTION 40 By Default, Line recording is disabled.

A. True

B. False

Correct Answer: A
QUESTION 41 ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from
Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be
the right license level for them to purchase?

A. Genesys Cloud 1

B. Genesys Cloud 2

C. Genesys Cloud 3

D. Collaborate

E. Communicate

Correct Answer: C

QUESTION 42 Select the categories of Prompts in Architect. (Choose two.)

A. User

B. Menu

C. Data

D. System

Correct Answer: AD

QUESTION 43 Genesys Cloud ACD assigns interactions to the most appropriate available agent. What
attributes can be used to determine the best available agent?

(Choose three.)

A. Skills

B. Additional attribute ratings

C. Language

D. Time since the agent became available

E. Staffing requirements

Correct Answer: ACD

QUESTION 44

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 Organization

B. Group chat is only available to administrators

C. The group is set to members only and they are not members of the group

D. The group is set to public

Correct Answer: A

QUESTION 45 What would you select from the Performance menu to view real-time statistics for all
active campaigns?

A. Scripts

B. Campaign Management

C. Outbound Campaigns

D. Schedules

Correct Answer: C

QUESTION 46 Select the categories of ACD skills which can be added to a user or interaction.

(Choose two.)

A. Language

B. Roles

C. Skills

D. Queue

Correct Answer: AC

QUESTION 47 Which of the following components can be added to scripts? (Choose all that applies.)

A. Visual Basic Control

B. Text

C. Call Flow

D. Checkbox

E. Web Page

F. Image

Correct Answer: BDEF

QUESTION 48

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real
time?
A. Reports

B. Performance>Agents

C. Admin>Contact Center

D. Admin>Quality

Correct Answer: B

QUESTION 49 Which ACD routing method routes interaction to the next available agent?

A. Bullseye ACD

B. Standard ACD

C. Skills based routing

D. All of the above

Correct Answer: B

QUESTION 50 Select the types of scheduling available in Genesys Cloud. (Choose two.)

A. Manual Scheduling

B. Load based Scheduling

C. Automated Scheduling

D. All of the above

Correct Answer: BC

QUESTION 51 What browsers are supported for use with all Genesys Cloud features?

(Choose two.)

A. Internet Explorer

B. Firefox

C. Chrome

D. Safari

E. Opera

F. Avant

Correct Answer: BC
QUESTION 52 Which definition matches the After Call Work option Optional?

A. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may set themselves to
Available if they complete their After CallWork early.

B. The agent may or may not complete after call work. The system will set them to Available after an
interaction completes. They are responsible for setting their availability appropriately if performing
After Call Work.

C. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may not set themselves to
Available if they complete their AfterCall Work early.

D. The agent is placed in an After Call Work status and must manually set their status back to
available when their after call work is complete.

Correct Answer: B

Your contact center wants to track the outcome of calls and chats. What can be configured within
Genesys Cloud to provide this functionality?

A. Account Codes

B. Wrap-up Codes

C. Resolution Codes

D. Status

Correct Answer: B

QUESTION 54 Why must you create queues for ACD functionality to work?

A. Queues are the waiting lines for the agents who will be assigned interactions through ACD

B. Queues provide ACD with a means to determine the skill level requirement of an interaction

C. Queues are the waiting lines for interactions that are routed using ACD

D. Queues match agents to an appropriate interaction using ACD

Correct Answer: D

QUESTION 55 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 type
B.The after call work time for each media type

C. The length of time that an agent may spend on each media type
D. The number of different media types that an agent may handle simultaneously

E. The media types that can interrupt current interactions that an agent is handling

Correct Answer: ADE

QUESTION 56

A system that routes interactions based on an algorithm which determines the best available agent
for an interaction

A. Architect

B. Automatic Call Distribution

C. Call Routing

D. Scheduling

Correct Answer: B

QUESTION 57 Which definition matches the ACD Evaluation Method Best Available Skills?

A. Looks for the first available agent and ignores any skill requirements

B. Matches the interaction to the first available agent who has all of the requested skills

C. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The
average is calculated using the agent’s proficiency rating for each of the requested skills

Correct Answer: C

QUESTION 58 Which definition matches the After Call Work option Mandatory, Time-boxed no early
exit?

A. The agent may or may not complete after call work. The system will set them to Available after an
interaction completes. They are responsible for setting their availability appropriately if performing
After Call Work.

B. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may set themselves to
Available if they complete their After CallWork early.

C. The agent is placed in an After Call Work status and must manually set their status back to
available when their after call work is complete.

D. The agent is automatically placed into an After Call Work status and the system will automatically
set them to Available when the After Call Timeout is reached. The agent may not set themselves to
Available if they complete their AfterCall Work early.
Correct Answer: D

QUESTION 59 Which of the Performance views shows real-time data with historical metrics to give
you both short term and long-term views?

A. Reports

B. Dashboards

C. Dynamic Views

D. All of the above

Correct Answer: C

QUESTION 60 If you navigate away from the page without saving the Script, you will not lose any
work you have completed.

A. True

B. False

Correct Answer: A

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>

QUESTION 1

Which definition matches the performance view for Agents?

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.

E. Used to view metrics for completed phone calls and chats, such as the user, remote telephone
number, date/time, and duration.

Correct Answer: B

QUESTION 2 Which of the following report is used to measure the time an agent spent not
responding to alerting interactions and idle?
A. Agent Metrics Report

B. Agent Activity Summary Report

C. Agent Login-Logout Details Report

D. Agent Quality Details Report

Correct Answer: B

QUESTION 3 Which view displays current metrics and information about the queues if you have a

membership?

A. Queues Activity

B. Queues Performance

C. My Queues Activity

D. Queues

Correct Answer: C

QUESTION 4 What will be the agent’s user status in the interaction view when you change an agent’s
queue status from On Queue to Off Queue?

A. Available

B. Busy

C. Away

D. Break

Correct Answer: A

QUESTION 5 Sam wants to install the reporting app on his iPad for accessing the metrics. Help him
by choosing the right one.

A. Genesys Cloud Admin

B. Genesys Cloud User

C. Genesys Cloud Reporting

D. Genesys Cloud Supervisor

Correct Answer: D

QUESTION 6
You just ran the Queue Metrics Interval report and unsure how the average speed of answer (ASA)
was calculated. Where can you find this information for Genesys Cloud Contact Center?

A. Resource Center

B. Google

C. Contact Center User Manual

D. CIC Data Dictionary

Correct Answer: A

QUESTION 7 Which of the following metrics are only related to Inbound interactions handled by a
queue? (Choose five.)

A. Offer

B. Answer%

C. Service Level%

D. ASA

E. Avg Handler

F. Avg Wait

G.Hold

H. Transfer

Correct Answer: ABCDF

QUESTION 8 What is the time interval for tracking metrics in Genesys Cloud?

A. 20 mins

B. 30 mins

C. 40 mins

D.10 mins

Correct Answer: B

QUESTION 9 Which of the following statements are true? (Choose three.)

A. A queue report only counts interactions handled by an agent.

B. An Abandon is an interaction that disconnects before an agent handles it.

C. An agent-based report counts any interactions an agent worked with.

D. Each report contains a pre-defined set of metrics.

E. Reports can be created and then configured.

Correct Answer: BCD

QUESTION 10 What will happen if too many reports run at the same time?

A. Reports run successfully

B. Reports will fail to run

C. Partial Reports will run

Correct Answer: B

QUESTION 11 Select the available templates for adding widgets to a performance dashboard.
(Choose four.)

A. Agent Status

B. Grid

C. Text

D. Metric

E. Interaction

F. Chart

Correct Answer: ACDF

QUESTION 12

While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this
affect the metrics?

A. Yes

B. No

Correct Answer: B

QUESTION 13

What is the metric called for the average amount of time an interaction waits in queue before an
agent answers it?

A. AHT

B. ASA
C. ACW

D. ATT

Correct Answer: B

QUESTION 14 How is Service Level calculated by default?

A. (Number of answered interactions – number of answered interactions that miss the service level
target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option
Switch Setting(s)))*100

B. (Number of answered interactions + number of answered interactions that miss the service level
target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option
Switch Setting(s)))*100

C. (Number of answered interactions – number of answered interactions that miss the service level
target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation
Option Switch Setting(s)))*100

D. (Number of answered interactions + number of answered interactions that miss the service level
target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation
Option Switch Setting(s)))*100

Correct Answer: C

QUESTION 15

The system automatically disables reports scheduled for Recurrence: Daily if they were not
downloaded for _________.

A. 14 days

B. 90 days

C. 7 days

D. 30 days

Correct Answer: A

QUESTION 16

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

A. True

B. False

Correct Answer: B
QUESTION 17

Jose created and saved an agent report. He did not configure some of the options, and the current
status of this report is Disabled. How can he enable this report?

A. Reports> Report Editor> Report Generation Time> Schedule

B. Reports> Report Editor> Report Generation Time> Now

C. Reports> Report Editor> Report Generation Time> Schedule Properties

D. Reports> Report Editor> Report Generation Time> Recurrence

Correct Answer: B

QUESTION 18 How is an Incoming Call represented in reports?

A. Inbound

B. Incoming

C. Offered

D. Calls Received

Correct Answer: A

QUESTION 19 You would like to see the performance metrics for the customer service queue
parameters such as service level, the average speed of answer, and average talk time. Which reports
provide detailed statistics about multimedia queue activity?

A. Interaction Details reports

B. Queue Wrap-up reports

C. Agent Metrics reports

D. Queue Metrics reports

Correct Answer: D

QUESTION 20 Reports provide only realtime information.

A. True

B. False

Correct Answer: B
QUESTION 21

Which view helps the supervisors to determine performance issues with a specific skill in one or
more queues?

A. Agents

B. Queues Activity

C. Skills Performance

D. Interactions

Correct Answer: C

QUESTION 22 After Call Work for callback interactions is always _______.

A. One

B. Based on the agent status

C. Zero

D. Two

Correct Answer: C

QUESTION 23

Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported
the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that
would help him in resolving the problems. (Choose four.)

A. Review interactions in which an agent’s performance varies significantly from the average.

B. Learn the reason for long or short interactions.

C. Focus on numerical results, which tend to encourage desirable results.

D. Identify opportunities for improvement.

E. Coach the agent on positive behaviors such as better call control.

F. Train the agent to reduce handle time.

Correct Answer: ABEF

QUESTION 24

How can we monitor the real-time statistics for all queues?

A. Performance > Queues Activity

B. Performance > My Queues Activity

C. Performance > Queues Performance

D. Performance > Queues

Correct Answer: A

QUESTION 25 What is the maximum limit for creating performance dashboards for private users?

A. 10

B. 15

C. 20

D. 25

Correct Answer: C

QUESTION 26

Which of the following views can help supervisors to determine agent performance issues with
interactions that set a specific wrap-up code in one or multiple queues?

A. Agents Wrap-Up Interval Detail

B. Agents Schedule Detail

C. Agents Wrap-Up Detail

D. Agents Interactions Detail

Correct Answer: C

QUESTION 27 Which of the following reports are aggregated daily? (Choose two.)

A. Agent Metrics Export Report

B. Agent Metrics Report

C. Agent Login-Logout Details Report

D. Agent Quality Details Report

Correct Answer: BC

QUESTION 28

Select the possible factors which increase the report runtime and failures. (Choose two.)

A. Adjust report parameters so that report includes fewer agents, queues, and interactions.

B. Run reports during peak hours.

C. Review and ensure the usage of scheduled reports.

D. Ask every team member to run and save a copy of the report.

Correct Answer: BD

QUESTION 29 Which report calculates a Monthly Service Level?

A. Queue Metrics Report

B. Queue Wrap-up Summary Report

C. Queue Metrics Summary Report

D. Queue Metrics Interval Report

Correct Answer: C

QUESTION 30 After the report gets deleted, you can download it from the archived list.

A. True

B. False

Correct Answer: B

QUESTION 31 Your customizations in the interaction view remain in effect even if you leave and
return to the view.

A. True

B. False

Correct Answer: A

QUESTION 32 How many days does the report exist after you run it?

A. 60

B. 70

C. 80

D. 90

Correct Answer: D

QUESTION 33 Which definition matches the performance view for Dashboard?

A. It is used to monitor real-time contact center metrics.

B. It is used to view real-time metrics, such as status, time in status, calls answered, average talk
time, and average ACW.

C. It is used to view real-time and historical metrics, such as service level %, abandon %, customers
waiting, and active agents.

D. It is used to view historical data only.

E. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone
number, date/time, and duration.

Correct Answer: A

QUESTION 34 Which definition matches the performance and activity views 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 %, customer
waiting, and active agents.

D. Used to view historical data only.

E. Used to view metrics for completed phone calls and chats, such as the user, remote telephone
number, date/time, and duration.

Correct Answer: C

QUESTION 35 Which of the following are available report file formats for export?

(Choose three.)

A. .doc

B. .xls

C. .txt

D. .docx

E. .xlsx

F. .pdf

Correct Answer: BEF

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Question No: 1

Which of the following entities is used to ensure that people within your organization have the rights
and permissions that they need within Genesys Cloud CX?

A. Workgroups

B. Rooms

C. Groups

D. Roles

Answer: D

Question No: 2

Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

A. True

B. False

Answer: A

Question No: 3

Which of the following are AND Evaluation Methods? (Choose three.)

A. All skills matching

B. Best available skills

C. Bullseye matching

D. Disregard skills

E. Agent availability

Answer: ABD

Question No: 4

What is the distinguishing feature between queues and groups?

A. Queues can have agents as members, while groups cannot.

B. Both queues and groups have the same ACD capabilities.

C. Unlike groups, queues allow for more complex scenarios like skill-based routing.

D. Queues can be used in Architect flows, while groups cannot.

Answer: C
Question No: 5

Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

A. Language

B. Roles

C. Skills

D. Queue

Answer: A, C

Question No: 6

Which feature enables a voice interaction to interrupt an email interaction?

A. Utilization

B. ACD Skills

C. Emergency Routing

D. Scripts

Answer: A

Question No: 7

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 for Bullseye routing?

A. 8

B. 6

C. 4

D. 2

Answer: B

Question No: 8

The license used by a user is determined by the permissions enabled in the roles assigned to that
user.

A. True

B. False

Answer: A
Question No: 9

Which role is automatically assigned to a new user?

A. User

B. Communicate - User

C. admin

D. employee

Answer: D

Question No: 10

Select the features available in Genesys Cloud CX Architect. (Choose three.)

A. Play pre-recorded messages

B. Convert text to speech

C. Configure queues

D. Create skills

E. Receive and route calls

Answer: ABE

Question No: 11

Select the categories of Prompts in Architect. (Choose two.)

A. User

B. Menu

C. Data

D. System

Answer: A, D

Question No: 12

Which of the following statements about scripts is true?

A. Scripts can be used for inbound interactions only.

B. Scripts are only used to configure flows when setting up Architect.

C. Scripts can be used in all types of interactions.

D. Scripts may be used for outbound dialing campaigns only.

Answer: C

Question No: 13

Which of the following components can be added to scripts? (Choose four.)

A. Visual Basic Control

B. Text

C. Call Flow

D. Checkbox

E. Web Page

F. Image

Answer: BDEF

Question No: 14

Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right
place at the right time?

A. Routing

B. Queue Management

C. Workforce Management

D. Reporting and Analytics

Answer: C

Question No: 15

Which of the following is not a Quality Management feature?

A. Evaluation Forms

B. Policies

C. Scheduling

D. Interaction Recording

Answer: C
Question No: 16

Where are Genesys Cloud CX call recordings stored by default?

A. Edges

B. Cloud

C. Web Service

D. AWS Cloud

Answer: D

Question No: 17

Which of the following statements defines a critical question in an Evaluation Form?

A. 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.

B. Critical questions are questions that the agent must answer.

C. Critical questions are multiple choice questions that have a higher weightage than non-critical
questions.

D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.

Answer: A

Question No: 18

Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)

A. Short-Term Forecasts

B. Schedules

C. Long-Term Forecasts

D. Forecast simulator

Answer: A, B, C

Question No: 19

Which of the following types of interactions can be configured for Recording Policies?

A. Call

B. Chat
C. Email

D. Message

E. All of the above

Answer: E

Question No: 20

Which user role is required to perform the deployment and installation of the Genesys Cloud CX
organization?

A. Supervisor

B. admin

C. employee

D. User

Answer: B

Question No: 21

Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX
organization.

A. True

B. False

Answer: A

Question No: 22

Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)

A. AI

B. VR

C. Digital

D. Human Capital Management

E. Workforce Engagement

Answer: ACE

Question No: 23

Profiles can contain various types of information about people in the organization.

Why it is essential to have employees complete their profile information?

A. Searches performed in the Genesys Cloud CX suite use information in the profile to return
appropriate results.

B. The education information can be verified against the human resources database.

C. The profile information can be used to keep Linkedin details updated.

D. When employees have free time, they can review biographies of their peers.

Answer: A

Question No: 24

Which feature requires at least one single sign-on (SSO) integration to be configured before allowing
a user to login to Genesys Cloud CX?

A. Disable Location Detection

B. Password Expiration

C. Disable Genesys Cloud CX Login

D. Open Admission

Answer: C

Question No: 25

You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed
to inform you that he did not receive the invitation email.

Which of the following options is the best way to move forward if you want John to be able to use
the features and functions of Genesys Cloud CX?

A. Resend the invite.

B. Add John to Genesys Cloud CX again so that a new invitation will be generated.

C. Submit a ticket to Genesys Cloud CX support.

D. Tell John to be patient and wait for the email to arrive.

Answer: A

Question No: 26

Amelia is changing departments within the organization and has a new manager. Currently, Genesys
Cloud CX is not synchronized with the HR systems.

What steps should you take to update her reporting structure in Genesys Cloud CX?

A. Do nothing. Genesys Cloud CX will update everything automatically.

B. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the
hierarchy.

C. Update her peers. Genesys Cloud CX will then update her manager automatically.

D. Update her manager and her peers in her profile.

Answer: B

Question No: 27

Which setting allows you create a place for each group in your organization to upload, organize, and
share documents and files?

A. Workspaces

B. People

C. Queues

D. Groups

Answer: A

Question No: 28

If you have not configured an email address to report issues to, Genesys Cloud CX:

A. Automatically creates an email address and routes all such emails to this address.

B. Does not route the emails to any email address.

C. Sends the emails to anyone who has the admin role assigned in your organization.

D. Collects such emails and stores it until an email address to report issues is configured.

Answer: C

Question No: 29

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.

Answer: A
Question No: 30

Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose
three.)

A. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX,
and third-party systems.

B. It provides core telephony services.

C. It provides for the integration of Active Directory, SharePoint, and other third-party data.

D. It manages the Genesys Cloud CX platform services.

E. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

Answer: A, B, E

Question No: 31

When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

A. The default protocol

B. TCP

C. TLS

D. SIP

E. UDP

Answer: B, C, E

Question No: 32

You are preparing to deploy Genesys Cloud CX and need to order trunks.

Where can you find guidelines on PSTN carrier requirements?

A. By asking your carrier what you would need.

B. On the PSTN carrier's web site.

C. Get a default trunk line installed.

D. In the Genesys Cloud CX Resource Center.

Answer: D

Question No: 33

Which of the following Edge features provides client and server-side call matching?
A. SIP gateway

B. SIP proxy

C. Media server

D. Call broker

Answer: B

Question No: 34

What additional functionality does Communicate bring to Genesys Cloud CX?

A. Knowledge-based features, such as FAQs and communities.

B. Unified communications features, such as telephony, unified messaging, voice conferencing, and
auto-attendant.

C. Call center features, such as ACD and scripting.

D. Directory capabilities, such as advanced search, profiles, and keyword searching.

Answer: B

Question No: 35

Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.

In the event that an active Edge fails or goes offline for routine maintenance, this configuration
ensures that you can:

A. Place and receive both ACD and non-ACD calls.

B. Place ACD and non-ACD calls, but not receive.

C. Receive ACD and non-ACD calls, but not place.

D. Place and receive ACD calls; non-ACD calls can neither be place nor received.

Answer: A

Question No: 36

Genesys Cloud CX Voice is __________.

A. A third-party service that provides external Phone Trunks.

B. A help bot that is available within Genesys Cloud CX chat.

C. Another name for Genesys Cloud CX.

D. An internet-based telephony service that can be purchased and activated for use with Genesys
Cloud CX.

Answer: D

Question No: 37

Phone redundancy extends to include call survivability - Even when the connection to the Edge is
lost, it prevents active calls from getting disconnected.

A. True

B. False

Answer: A

Question No: 38

What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

A. With multiple active calls, click and drag an unselected call onto the previously selected call
details.

B. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees
in the search area and click Start Conference.

C. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone
numbers of the attendees.

D. Have all attendees call you. When all calls are active, click the Start Conference button.

Answer: AB

Question No: 39

Which of the following statements about WebRTC phones is incorrect?

A. Genesys Cloud CX WebRTC phone runs in the browser.

B. A WebRTC phone has no additional hardware or software requirements, apart from a supported
browser.

C. It is assigned to a specific user and only that user has permission to use the phone.

D. A WebRTC phone can be used even when disconnected from the Cloud.

Answer: D

Question No: 40

In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
A. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to
Genesys Cloud CX.

B. Creating a number-plan to identify premium-rate numbers.

C. Manually training users to prevent calling premium-rate numbers.

D. Configuring trunks to identify premium-rate numbers.

Answer: B

Question No: 41

Which of the following Edge feature contains the built-in remote survivability mode?

A. SIP gateway

B. Call broker

C. SIP proxy

D. Disaster recovery

Answer: C

Question No: 42

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

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: G

Question No: 43

You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.

What binds the phone's settings in Genesys Cloud CX to a physical phone?

A. Phone model

B. Base settings
C. Phone name

D. Hardware ID (MAC address)

Answer: B

Which of the following reports display the number of interactions handled by an agent per day?

(Choose two.)

A. Agent Metrics Export Report

B. Agent Metrics Report

C. Agent Login-Logout Details Report

D. Agent Quality Details Report

Answer: B

Question No: 45

Unused reports need to be disabled manually to prevent unnecessary load on the system.

A. True

B. False

Answer: B

Question No: 46

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

A. True

B. False

Answer: B

Question No: 47

Which of the following metrics represents the average amount of time an interaction waits in queue
before an agent answers it?

A. Average Handle Time

B. Average Speed of Answer

C. After Call Work

D. Average Talk Time

Answer: B

Question No: 48

Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

A. Adjusting report parameters in order to include fewer agents, queues, and interactions.

B. Running reports during peak hours.

C. Reviewing and ensuring the usage of scheduled reports.

D. Asking every team member to run and save a copy of the report.

Answer: CD

Question No: 49

You suspect that one of your agents is not productive.

Which report would you run to view the agent's time on breaks and login/logout details?

A. Interaction Details Report

B. User Status Detail Report

C. Agent Metrics Report

D. Queue Metrics Daily Report

Answer: B

Question No: 50

Carlos is an administrator who needs to extract data on a group of agents handling customer service
calls and track their performance. These statistics allow him to estimate their average handling time.

Which of the following options would help him perform his task?

A. Documents

B. Directory

C. Workspaces

D. Activity

Answer: C

Question No: 51
Which view displays current metrics and information about queues if you have a membership?

A. Queues Activity

B. Queues Performance

C. My Queues Activity

D. Queues

Answer: C

Question No: 52

What is the maximum limit for creating performance dashboards for private users?

A. 10

B. 15

C. 20

D. 25

Answer: C

Question No: 53

Eva, a contact center supervisor, wants to determine agent performance issues with interactions
that set a specific wrap-up code in one or multiple queues.

Which of the following views can help Eva identify such issues?

A. Agents Wrap-Up Interval Detail

B. Agents Schedule Detail

C. Agents Evaluation Detail

D. Agents Interactions Detail

Answer: A

Question No: 54

Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level
percentage to be below the threshold level.

Which of the following will help her view specific information about the queue in real-time?

A. My Queues Activity

B. Queues Activity

C. Queue Performance
D. Performance Dashboard

Answer: C

Question No: 55

Select all available options for adding widgets to a performance dashboard. (Choose four.)

A. Agent Status

B. Grid

C. Text

D. Metric

E. Interaction

F. Chart

Answer: ACDF

Question No: 56

Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)

A. Internet Explorer

B. Firefox

C. Chrome

D. Safari

E. Opera

Answer: BC

Question No: 57

Which Genesys Cloud CX feature helps reduce wait time for each call?

A. Automatic Call Distribution

B. Workforce Management

C. Skill-based Routing

D. IVR

Answer: A

Question No: 58
Which of the following is NOT a feature of Genesys Cloud CX contact center?

A. Human Capital Management

B. Workforce Management

C. Quality Management

D. Automatic Call Distribution

Answer: A

Question No: 59

Which of the following routes interactions based on an algorithm that determines the best available
agent for the interaction?

A. Architect

B. Automatic Call Distribution

C. Emergency Groups

D. Scheduling

Answer: B

Question No: 60

Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.

Which of the following attributes is used to determine the best available agent? (Choose three.)

A. Language skills

B. Additional attribute ratings

C. ACD skills

D. Time since last ACD interaction

E. Staffing requirements

Answer: ACD

Question No: 61

Routing is a part of customer communication that connects the customer with an appropriate
automated resource or agent.
A. True

B. False

Answer: A

Question No: 62

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

Answer: AC

Question No: 63

Alerts that have been read are not included in the alert count, even if they are still active.

A. True

B. False

Answer: A

Question No: 64

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

A. 80 calls must be answered every 20 seconds.

B. 80% of calls must be answered within 20 seconds.

C. 80% of agents must answer calls within 20 seconds.

D. 20 chats and calls must be answered in 80 seconds.

Answer: B
Question No: 65

A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left
pane, preventing the user from making or receiving calls.

What is the most likely reason for this?

A. The user may have deleted the icon.

B. The user is not assigned the appropriate role.

C. The user's phone is unplugged.

D. The phone number is being used by a different user.

Answer: B

Question No: 66

Which options can be configured when setting up a queue? (Choose two.)

A. Wrap-up Codes

B. ACD Skills

C. Utilization

D. Alerting Timeout

E. Inbound Flows

Answer: AD

Question No: 67

Why are Divisions important in an organization?

A. Divisions are used to divide interactions equally between 2 or more queues.

B. Divisions allow the organization to control which roles can be assigned to users.

C. Divisions allow grouping and segregation of objects while keeping them inside the same
organization.

D. Divisions define which users can be assigned to queues.

Answer: C

Question No: 68

Under which container is Queue available?

A. Contact Center

B. Telephony

C. Integration

D. Routing

Answer: A

Question No: 69

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or
collect the information?

A. Dialog boxes

B. Scripts

C. Toast pop-ups

D. IVR prompts

Answer: B

Question No: 70

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

Answer: ABCD

Question No: 71

You cannot add variables to a script.

A. True

B. False
Answer: B

Question No: 72

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

Answer: A

Question No: 73

Policies automate repetitive quality management tasks.

Which of the following items could be defined as policies? (Choose three.)

A. Update the Do Not Call list with records that have the appropriate wrap-up code.

B. Specify time sets as a matching criteria.

C. Set up a schedule to run a daily report.

D. Automatically assign an evaluation for all calls over 5 minutes.

E. Determine how long to retain recordings and whether to archive or delete them.

Answer: BDE

Question No: 74

Which of the following items need to be configured for an outbound campaign? (Choose three.)

A. Agents

B. Evaluation Forms

C. Contact Lists

D. Campaigns
E. Dialing Modes

Answer: CDE

Question No: 75

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-
time?

A. Performance > Workspace > Dashboards

B. Performance > Overview (Evaluations)

C. Admin > Contact Center

D. Admin > Quality

Answer: B

Question No: 76

Select all the question types available while creating an Evaluation Form. (Choose three.)

A. Multiple Choice

B. Yes/No

C. Fill in the blank

D. Range

E. Multiple Response

Answer: A, B, D

Question No: 77

Which of the following statements is NOT true regarding Management Units?

A. Agents that handle the same set of interactions should belong to the same management unit.

B. Management Units partition agents and interactions into logical groups.

C. A maximum of 100 agents can be added to a single Management Unit.

D. They help you create, manage, and view schedules for a group.

Answer: C

Question No: 78

Which architectural approach is used to develop a single application as a suite of small services?

A. Monolithic Architecture
B. Microservices Architecture

C. Genesys Cloud CX Salesforce Architecture

D. Single Core Architecture

Answer: B

Question No: 79

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

A. Text Chat

B. AI Chat

C. Video Chat

D. Content Management

Answer: B

Question No: 80

Instant messaging costs are significantly less than long-distance phone conversations.

A. True

B. False

Answer: A

Which of the following operating systems are supported by Genesys Cloud CX mobile applications?

(Choose two.)

A. Harmony OS

B. iOS

C. Windows 10 Mobile

D. Android

Answer: BD

Question No: 82

Which platform component manages account configuration, directory search, user membership,
phone call routing, and agent assignment?

A. Public Interface Services

B. Core Services

C. Communication Services

D. Application Services

Answer: B

Question No: 83

Select all access level permission types for workspace (Documents > Workspace) membership.

(Choose three.)

A. Full Access

B. Partial

C. Read-Only

D. Write-Only

E. Contributor

F. Collaborator

Answer: A, C, E

Question No: 84

How do you represent your organization when you contact the Genesys Cloud CX support team?

A. Organization ID

B. Company Name

C. Agent Name

D. ID

Answer: A

Question No: 85

What level of permissions does a user require to view the organization settings?

A. Admin

B. Agent

C. Supervisor

D. All of the above

Answer: A
Question No: 86

You have just added a new document to Genesys Cloud CX, and want everyone in the organization
to have access to it.

What must you do to ensure that users can find the document when needed?

A. Add meaningful tags to the document.

B. Add a priority of "High" to the document.

C. Ensure that the document name is easy to search for.

D. Number the document such that it appears on the top of the list.

Answer: A

Question No: 87

You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding
Genesys Cloud CX at your organization.

A. True

B. False

Answer: B

Question No: 88

What type of trunk would you configure to connect to AudioCodes phones?

A. WebRTC phone trunk

B. Phone trunk

C. External trunk

D. Network interface trunk

Answer: B

Question No: 89

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.

Answer: A, C

Question No: 90

Your company has just acquired a new building, and you have to add this new location to Genesys
Cloud CX.

What are the prerequisites to perform this task? (Choose two.)

A. You must know the exact coordinates of the new building.

B. You must have images of all the users located at the new location.

C. You must collect general information such as building address, number of floors, location contact
information, etc.

D. You must have the basic profile data for all users at the new location.

E. You must have Admin rights to Genesys Cloud CX.

Answer: C, E

Question No: 91

Number plan determines how many and which digits are necessary for call routing.

A. True

B. False

Answer: A

Question No: 92

_________ binds the numbering plan with the trunk.

A. Inbound route

B. Outbound route

C. Edge

D. Edge Group

Answer: B
Question No: 93

You can add more than one outbound route to the contact center.

A. True

B. False

Answer: A

Question No: 94

Where can you add preconfigured settings to the phones?

A. Admin > Telephone > Phone Management > Calls

B. Admin > Telephone > Phone Management > Phones

C. Admin > Telephone > Phone Management > Base Settings

Answer: C

Question No: 95

Which of the following statements is NOT true regarding numbering plan?

A. It is a telecommunication scheme where telephone numbers are assigned to subscribers and

telephony endpoints.

B. Numbering plan is also known as a dial plan.

C. Numbering plan can be added or modified based on the organizational requirements.

D. It has to be created manually.

Answer: D

Question No: 96

WebRTC phones require all hardware and software to be properly installed.

A. True

B. False

Answer: B
Question No: 97

Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External
or Phone Trunk?

A. Availability

B. SIP Access Control

C. Outbound

D. Calling

Answer: B

Question No: 98

You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you
to run reports on demand.

A. True

B. False

Answer: B

Question No: 99

Which of following file formats are available to export a report? (Choose three.)

A. .doc

B. .xls

C. .txt

D. .docx

E. .xlsx

F. .pdf

Answer: BEF

Question No: 100

Which of the following statements are true? (Choose three.)

A. A queue report only counts interactions handled by an agent.

B. An Abandon is an interaction that disconnects before an agent handles it.

C. An agent-based report counts any interactions an agent worked with.

D. Each report contains a predefined set of metrics.

E. Reports once created cannot be configured.

Answer: B, C, D

Question No: 101

The status of agents, whether active or inactive, does not impact metrics in queue reports, however,
active agents appear on/affect agent reports.

A. True

B. False

Answer: A

Question No: 102

Genesys Cloud CX tracks metric statistics in __________ minute intervals.

A. 20

B. 30

C. 45

D. 10

Answer: B

Question No: 103

Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and
exit the queue without being handled or terminated.

What terminology is used to describe such calls?

A. IVR

B. Abandon

C. Flow-outs

D. Disconnect

Answer: C
Question No: 104

While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.

Will this affect the metrics that Alex is monitoring?

A. Yes

B. No

Answer: B

Question No: 105

Sam wants to install the reporting app on his iPad to access metrics.

Which of the following apps does he need to install?

A. Genesys Cloud CX Admin

B. Genesys Cloud CX User

C. Genesys Cloud CX Reporting

D. Genesys Cloud CX Supervisor

Answer: D

Question No: 106

Which report displays the length of each session for one or more agents over a specified period of
time?

A. Agent Activity Summary Report

B. Agent Metrics Report

C. Agent Login-Logout Details Report

D. Agent Quality Details Report

Answer: C

Question No: 107

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

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.

Answer: B

Question No: 108

Your customizations in the interaction view remain in effect even if you leave the view and return to
it later.

A. True

B. False

Answer: A

Question No: 109

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.

Answer: C

Question No: 110

Which view helps supervisors analyze performance issues with a specific skill in one or more
queues?

A. Agents

B. Queues Activity

C. Skills Performance

D. Interactions

Answer: C