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

• A.False
• B.True

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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.

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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

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

• A.Yes/No
• B.Fill in the blank
• C.Multiple Choice
• D.Multiple Response
• E.Range

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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

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