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What are the features of the Contact Center? - 1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Manage...

What is Workforce Management? - The process of ensuring that the right staff are at the right place at the right time to handle customer interactions within performance objectives. A Workforce Management strategy typically includes scheduling, skills management, timekeeping and attendance, intrad...

For immediate, at-a-glance monitoring of key indicators and metrics what should you use? - Performance Dashboards To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use? - Dynamic Views Dynamic views give you the ability to: - 1. Cu...

What three components make up the Genesys Cloud Platform? - Collaborate, Communicate, and Contact Center Which of these are the correct 5 key features of Genesys Cloud Contact Center? a. Agent Interface b. Contact Center Management c. AWS d. Process Automation e. Scripts f. Reports, Dashboar...

Which of the following is the most secure WiFi standard? - WPA2 Blenda lives just outsdie of Chicago and works for a large corporation headquatered in the Twin Cities. She only needs to travel to the corporate office twice a year. The rest of the time she conducts her work from home and connects ...

What application is used to configure, customize, and maintain various aspects of the PureConnect platform? - Interaction Administrator What is the name of the application that allows the user to answer calls and manage interactions? - Interaction Desktop/Interaction Connect What add-on product ...

Which one of the Genesys Reference Resources provides the latest community threads and status of the Genesys Cloud on its home screen? a. Genesys Knowledge Network b. Genesys Cloud ResourceCenter c. Genesys Cloud Community - a. Genesys Knowledge Network Which one of the Genesys reference resour...

Describe the function of the Notifier subsystem. - It acts as the communications hub that all other components of the IC platform use to communicate. Describe the function of the Interaction Processor subsystem - IP tells the system how to behave when an event occurs. It controls the execution of...

Which of the following is NOT a feature of IAM? A. Centralised Control of your AWS account B. Integrates with existing active directory account allowing single sign on C. Fine-grained access control to AWS resources D. Allows you to setup biometric authentication, so that no passwords are requir...

How does the Interaction Center system "know" who you are? - Why might you be interested in a call state? - Answer: Pending Using your Interaction Client, how would you set your status if you knew that you would be in a meeting until 2:00pm? - Answer: Pending If you want to reach a colleague ...

An email that is deleted from your inbox... - is moved into the deleted items folder Which box on the ribbon will allow you to type in words and phrases to quickly access features and commands? - Help launcher What is the mission of an organization? - The reason the organization exists Which of ...