Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

1. A. Reports
2. B. Dynamic Views
3. C. Dashboard
4. D. Interaction

Correct Answer: ACD

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

1. A. Reports
2. B. Performance>Agents
3. C. Admin>Contact Center
4. D. Admin>Quality

Correct Answer: D
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/

A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?

1. A. Skill
2. B. Time since they last handled an ACD interaction
3. C. Cost
4. D. Department

Correct Answer: A
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/

Why must you create queues for ACD functionality to work?

1. A. Queues are the waiting lines for the agents who will be assigned interactions through ACD
2. B. Queues provide ACD with a means to determine the skill level requirement of an interaction
3. C. Queues are the waiting lines for interactions that are routed using ACD
4. D. Queues match agents to an appropriate interaction using ACD

Correct Answer: D
Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/sag_tell_me_about_ acd_queues.htm

Currently, you manage all agents?? schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?

1. A. Workforce Management
2. B. Workflow Process Automation
3. C. Genesys Cloud Architect
4. D. Genesys Cloud Reporting

Correct Answer: A
Reference: https://help.genesys.com/pureconnect/desktop/printables/optimizer_help.pdf