If you have not configured an email address to report issues to, Genesys Cloud CX:
Correct Answer: B
Explanation If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. References: https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/ https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
Question 57
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
Correct Answer: B
Explanation AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX. Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as: * Text Chat * Video Chat * Content Management * Group Messaging * Presence Indicators AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots. AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as: * Intent Recognition * Entity Extraction * Sentiment Analysis * Conversation Flow * Knowledge Base References: https://help.mypurecloud.com/articles/collaborate-overview/ https://help.mypurecloud.com/glossary/ai-chat/
Question 58
Which view displays current metrics and information about queues if you have a membership?
Correct Answer: B
Question 59
Which of the following statements are true? (Choose three.)
Correct Answer: A,B,D
Explanation A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as: * Agent performance * Queue performance * Interaction quality * Customer satisfaction * Workforce management Some true statements about reports are: * A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as: * An interaction spends time in multiple queues * An interaction abandons before an agent handles it * An agent is a member of more than one queue * An Abandon is an interaction that disconnects before an agent handles it. This means that the interaction * was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as: * Abandon Count * Abandon Rate * Service Level * Average Speed of Answer * Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as: * Which users or queues to include * Which media types to include * What date range to report on * When to run the report Some false statements about reports are: * Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as: * The interaction was transferred to voicemail after a timeout * The interaction was transferred to another queue or resource group * The interaction was handled by an IVR or a bot * Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as : * Report name * Report format * Report frequency * Report recipients References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/ https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando https://help.mypurecloud.com/articles/edit-a-report/
Question 60
To assign extensions to users, you must first __________.
