What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

• A.80 calls must be answered every 20 seconds.
• B.80% of calls must be answered within 20 seconds.
• C.80% of agents must answer calls within 20 seconds.
• D.20 chats and calls must be answered in 80 seconds.

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Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?

• A.Do nothing. Genesys Cloud CX will update everything automatically.
• B.Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
• C.Update her peers. Genesys Cloud CX will then update her manager automatically.
• D.Update her manager and her peers in her profile.

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How do you represent your organization when you contact the Genesys Cloud CX support team?

• A.Organization ID
• B.Company Name
• C.Agent Name
• D.ID

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Which feature enables a voice interaction to interrupt an email interaction?

• A.Utilization
• B.ACD Skills
• C.Emergency Routing
• D.Scripts

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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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