By default, Line Recording is disabled.
A
Explanation:
By default, Line Recording is indeed disabled in Genesys Cloud CX. This default setting is designed to
comply with various regulatory and privacy requirements, where recording communications without
explicit consent or necessity could lead to legal issues. Administrators must manually enable Line
Recording based on organizational needs and after ensuring that all necessary legal and compliance
measures are in place.
Genesys Cloud CX allows detailed configurations for recording, including setting up policies that
dictate when and how interactions are recorded, ensuring that only necessary communications are
recorded and stored.
Which of the following best defines the ACD evaluation method Best Available Skills?
B
Explanation:
The Best Available Skills ACD evaluation method in Genesys Cloud CX is designed to match the
interaction with the first available agent who possesses all the required skills for the interaction. This
method ensures that interactions are handled by agents who are qualified to meet the customer's
needs, improving service quality and efficiency.
This method is part of the broader ACD (Automatic Call Distribution) system, which routes calls
based on various criteria, ensuring that customers are connected with the most suitable agents
quickly.
Which of the following routes interactions based on an algorithm that determines the best available
agent for the interaction?
B
Explanation:
Automatic Call Distribution (ACD) is the system within Genesys Cloud CX responsible for routing
interactions (calls, messages, etc.) based on an algorithm that determines the best available agent
for the interaction. ACD takes into account factors such as agent availability, skill sets, and proficiency
ratings to ensure that interactions are handled by the most qualified agents, thereby optimizing
customer service and efficiency.
ACD is a key component in contact centers, ensuring that customer interactions are managed
effectively and that resources are used optimally.
Which of the following attributes ensure that the interactions are routed to the most qualified agent?
(Choose two.)
A, C
Explanation:
The attributes Languages and Skills are essential in ensuring that interactions are routed to the most
qualified agent in Genesys Cloud CX.
Languages: This attribute ensures that interactions are routed to agents who can communicate in the
customer’s preferred language, enhancing the customer experience by providing language-
appropriate service.
Skills: This attribute ensures that the interaction is handled by an agent who has the necessary skills
to resolve the customer’s issue effectively. Skills might include technical expertise, product
knowledge, or specific customer service abilities.
These attributes are crucial in ACD (Automatic Call Distribution) configurations, where the goal is to
match customers with agents who are best equipped to meet their needs.
What are the default roles that permit you to edit scripts? (Choose two.)
C, D
Explanation:
In Genesys Cloud CX, the permissions required to edit scripts are controlled by roles that include the
necessary permissions for interacting with and modifying scripts. The Script Designer role (option C)
is specifically created for individuals responsible for creating and editing scripts. It grants full access
to the scripting interface and allows for script modifications. The Master Admin role (option D) also
has broad permissions across the system, including editing and managing scripts, among other
administrative tasks.
Reference to Genesys Cloud documentation indicate that other roles, like PureCloud User or
Outbound Agent, do not have sufficient permissions to modify scripts. The Outbound Admin role
manages outbound campaigns but does not include script editing by default.
You cannot schedule a callback for more than 30 days in advance.
B
Explanation:
In Genesys Cloud CX, you can schedule a callback for more than 30 days in advance. The platform
allows flexibility in setting callback times, ensuring that customer interactions can be scheduled
according to business needs, even if that requires scheduling far into the future.
The statement that you cannot schedule a callback for more than 30 days in advance is false.
Reference:
Genesys Cloud CX Callback Feature Documentation.
Which action in a contact center allows agents to transfer interactions seamlessly without requiring
them to remember the destination?
A
Explanation:
The Consult Transfer action in a contact center allows agents to transfer interactions seamlessly
without needing to remember the destination. This type of transfer allows the agent to consult with
the destination party before completing the transfer, ensuring that the interaction is handled
smoothly and that the receiving party is fully informed.
This feature is particularly useful in complex customer service scenarios where context needs to be
preserved during the transfer.
Reference:
Genesys Cloud CX Interaction Management Documentation.
What property should you enable for a variable whose value is to be saved to external storage?
C
Explanation:
When you want to save a variable's value to external storage in Genesys Cloud CX, you should enable
the Output property for that variable. The Output property designates that the value of the variable
can be exported or sent out of the current script, which is necessary for saving data to external
systems like a CRM or database.
This setting is crucial for ensuring that data collected or processed in the script is correctly passed on
to other systems for further use.
Reference:
Genesys Cloud CX Scripting Variables Documentation.
You are a contact center administrator and are required to create a script to allow agents to write
data to an external CRM. Select the correct sequence.
1. Create a Script.
2. Configure the CRM integration in Genesys Cloud CX.
3. Give necessary permission to agents to view and execute data actions.
4. Configure the respective data action of the configured CRM in Scripts.
5. Enable the Data Actions property in the script.
B
Explanation:
To create a script that allows agents to write data to an external CRM, the correct sequence of steps
is as follows:
Configure the CRM integration in Genesys Cloud CX: Before any scripting can take place, the CRM
must be integrated with Genesys Cloud CX. This integration setup is the foundation that allows data
to flow between the two systems.
Create a Script: Once the integration is configured, you can create a new script that will be used by
agents to interact with the CRM.
Enable the Data Actions property in the script: This property must be enabled to allow the script to
perform data actions, which include sending and receiving data from the CRM.
Configure the respective data action of the configured CRM in Scripts: After enabling Data Actions,
you must set up the specific actions that will interact with the CRM, such as writing data to a contact
record.
Give necessary permission to agents to view and execute data actions: Finally, you must ensure that
agents have the appropriate permissions to execute these data actions, which may involve granting
them specific roles or permissions in Genesys Cloud CX.
This sequence ensures that all necessary configurations and permissions are in place before agents
start interacting with the CRM through the script.
Reference:
Genesys Cloud CX Data Actions and Scripting Documentation.
Which dialing mode dials multiple contacts once an agent becomes available?
B
Explanation:
The Predictive dialing mode in Genesys Cloud CX is designed to dial multiple contacts at once before
an agent becomes available. This mode predicts when an agent will become available and starts
dialing in advance to maximize agent talk time and minimize idle time. By calling multiple contacts
simultaneously, it ensures that an agent is almost always engaged, improving campaign efficiency
and throughput.
This dialing mode is particularly effective in large-scale outbound campaigns where maximizing
contact rates and minimizing downtime is critical.