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NEW QUESTION 22
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

A. LanguageB. Staffing requirementsC. SkillsD. Additional attribute ratingsE. Time since the agent became available

Answer: A,C,E

Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

 

NEW QUESTION 23
What is the recommended way to create a .csv file?

A. Use a text editor, such as Notepad, to create your .csv filesB. Create a spreadsheet and export it as a .csv fileC. Use a .csv application to create .csv filesD. Use a word processing application, such as Microsoft Word, to create your .csv files

Answer: C

Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/

 

NEW QUESTION 24
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

A. ReportsB. Performance>AgentsC. Admin>QualityD. Admin>Contact Center

Answer: C

Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/

 

NEW QUESTION 25
Which definition matches the After Call Work option Optional?

A. 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.B. 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.C. 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.D. 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.

Answer: B

Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

 

NEW QUESTION 26
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