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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q50-Q55):

NEW QUESTION # 50
Which Genesys Cloud CX feature helps reduce wait time for each call?

A. Workforce Management
B. Skill-based Routing
C. Automatic Call Distribution
D. IVR

Answer: D

Explanation:
IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent's assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support. Reference: https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/ https://help.mypurecloud.com/articles/about-architect/

NEW QUESTION # 51
Where can you add preconfigured settings to the phones?

A. Admin > Telephone > Phone Management > Base Settings
B. Admin > Telephone > Phone Management > Phones
C. Admin > Telephone > Phone Management > Calls

Answer: A

Explanation:
Explanation
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:
* Phone model
* Firmware version
* Line keys
* Soft keys
* Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. References:
https://help.mypurecloud.com/articles/base-settings-overview/
https://help.mypurecloud.com/articles/create-a-base-settings-profile/

NEW QUESTION # 52
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

A. True
B. False

Answer: B

Explanation:
Explanation
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report. References: https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/

NEW QUESTION # 53
Which of the following statements defines a critical question in an Evaluation Form?

A. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
B. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
C. 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.
D. Critical questions are questions that the agent must answer.

Answer: A

Explanation:
Reference:
Critical questions are questions that have a significant impact on the quality of an interaction. If answered "No", critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards. Reference: https://help.mypurecloud.com/articles/create-an-evaluation-form/ https://help.mypurecloud.com/articles/evaluate-interactions/

NEW QUESTION # 54
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

Explanation:
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports can help you measure and improve various aspects of your contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
You can develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as :
Report type
Report format
Report frequency
Report recipients
You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as :
Report type
Report filters
Report date range
Report columns

NEW QUESTION # 55
......

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