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Genesys Cloud Certified Professional - Contact Center Administration

Last Update Dec 26, 2024
Total Questions : 60

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Last Update Dec 26, 2024
Total Questions : 60

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Genesys Cloud Certified Professional - Contact Center Administration Questions and Answers

Questions 1

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

Options:

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 Call Work 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 After Call Work early.

Questions 2

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

Options:

A.

Languages

B.

Intent of Call

C.

Skills

D.

Agent Availability

Questions 3

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

Options:

A.

Progressive

B.

Predictive

C.

Preview

D.

Power

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