Put the steps below in the correct order to successfully complete the Calibration process:
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. […]
Which definition matches the After Call Work option Mandatory, Discretionary?
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 Call Work early. B. The […]
What is the recommended way to create a .csv file?
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 […]
Which of the following media types can be selected when creating a report?
Which of the following media types can be selected when creating a report? (Choose three.) A. Voice B. Email C. Voicemail D. Chat Reference: https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
The deviation from the forecast versus the real time can be monitored in the best way through
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 Reference: https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
Select the applicable options for Genesys Cloud Architect.
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 Reference: Architect features
What does it imply when a campaign does not dial a list of telephone numbers?
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 Reference: Do not contact lists view
If you have not created any additional templates, you will have several template options when creating a new s
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
Select all the roles that are automatically assigned by default to the user who sets up the organization.
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 Reference: Roles and permissions overview
Currently, you manage all agents’ schedules by using a spreadsheet
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 […]