A. No
B. Yes
A. A queue report only counts interactions handled by an agent.
B. Each report contains a predefined set of metrics.
C. An agent-based report counts any interactions an agent worked with.
D. An Abandon is an interaction that disconnects before an agent handles it.
E. Reports once created cannot be configured.
A. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
B. It provides for the integration of Active Directory, SharePoint, and other third-party data.
C. It manages the Genesys Cloud CX platform services.
D. It provides core telephony services.
E. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
A. TXT
B. PDF
C. CSV
D. DOCX
E. Chat
A. Bullseye matching
B. Disregard skills
C. Best available skills
D. Agent availability
E. All skills matching
A. Critical questions are questions that the agent must answer.
B. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
C. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
D. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
A. Oracle
B. Zoho
C. Zendesk
D. Salesforce
A. Edge Groups
B. Organization
C. Sites
D. Edge
E. Gateway
A. Place and receive ACD calls; non-ACD calls can neither be place nor received.
B. Receive ACD and non-ACD calls, but not place.
C. Place and receive both ACD and non-ACD calls.
D. Place ACD and non-ACD calls, but not receive.
A. True
B. False
