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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which view displays current metrics and information about queues if you have a membership?

A. My Queues Activity
B. Queues Activity
C. Queues
D. Queues Performance

Answer: A

Explanation:
Reference:
My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data. Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/ https://help.mypurecloud.com/articles/customize-views/

NEW QUESTION # 16
Which Genesys Cloud CX feature helps reduce wait time for each call?

A. IVR
B. Workforce Management
C. Skill-based Routing
D. Automatic Call Distribution

Answer: A

Explanation:
IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent's assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support. Reference: https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/ https://help.mypurecloud.com/articles/about-architect/

NEW QUESTION # 17
Which Genesys Cloud CX feature helps reduce wait time for each call?

A. IVR
B. Workforce Management
C. Skill-based Routing
D. Automatic Call Distribution

Answer: A

Explanation:
Explanation
IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent's assistance.
This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support. References:
https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/
https://help.mypurecloud.com/articles/about-architect/

NEW QUESTION # 18
Which of the following statements is NOT true regarding Management Units?

A. Agents that handle the same set of interactions should belong to the same management unit.
B. A maximum of 100 agents can be added to a single Management Unit.
C. Management Units partition agents and interactions into logical groups.
D. They help you create, manage, and view schedules for a group.

Answer: B

NEW QUESTION # 19
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.

A. False
B. True

Answer: B

NEW QUESTION # 20
......

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