Genesys Cloud Admin Practice Questions and Answers | Latest Update 2026 | Guaranteed A+

Genesys Cloud Admin Practice Questions and Answers | Latest Update 2026 | Guaranteed A+ Genesys Cloud Collaborate - answer-a social media app that helps users collaborate within the organization. It also serves as a directory that contains user details such as name, education, hobbies, skills, physical location, and department. Genesys Cloud Communicate - answer-has all the features of collaborate and provides users with telephony capabilities. Users can use a SIP phone or WebRTC-based Genesys Cloud phone for dialing and receiving calls. Genesys Cloud Contact Center - answer-offers the customer an all-in-one contact center solution for customer engagement through multi-communication channels, such as voice, fax, email, webchat, SMS, social media, and callbacks. What are the features of Genesys Cloud Contact Center? - answer-1. Agent Interface 2. IVR(Architect) 3. Integrations 4. Contact Center Management 5. WFM 6. ACD 7. Quality Management 8. Reports/Dashboards 9. Outbound Campaigns 10. ScriptsWhat is ACD Processing? - answer-Genesys Cloud ACD dynamically matches customer interactions with agents through the evaluation and routing method specified in the queue settings. What the two main drivers of ACD? - answer-Time and Skills What are the two ways to handle an incoming interaction from a customer? - answer-1. The easiest way to handle incoming interactions is to create a group of agents with specific skills. Genesys Cloud routes interactions to all agents either sequentially or randomly. 2. Create a queue of agents with specific skills and wrap-up codes assigned, and routing and evaluation methods configured. This technique is known as ACD processing. What are the three Evaluation Methods for routing interactions? - answer-1. All Skills Matching 2. Best Available Skills 3. Disregard Skills, Next Agent What is All Skills Matching? - answer-Only agents who have all the required skills are considered. The interaction is routed to the agent who has spent the longest time since the last ACD interaction. Best Available Skills - answer-Agents with all the required skills are sequenced by time since last interactions and scored by average proficiency ratings. The agent with the highest average proficiency is selected. Disregard Skills, Next Agent - answer-Incoming interaction is routed to the agent who has the longest time since their last ACD interaction, even if skills assigned do not match the skills of the agent.What is the default Evaluation Method when you create a queue? - answer-All Skills Matching What are the two Routing Methods? - answer-1. Standard ACD 2. Bullseye ACD What is Standard ACD? - answer-This routing method builds an initial list of all available agents to consider for routing. It routes interactions to the next available agent and considers skills as specified by the evaluation method. What is Bullseye ACD? - answer-This routing method routes interactions to a targeted subset of agents with specific skills. If none of those agents are available within a configured number of seconds, it relaxes the skill requirements and enlarges the pool of agents. Think of a set of concentric rings, like the rings on a target or dart board. Each ring represents a subset of agents in the queue. While using Bullseye configuration, does every member of the queue have to be assigned a ring number? - answer-Yes Can you remove the language skill when an interaction moves from one ring to the next? - answer-No, these skills are not part of the routing method functionality. How many rings can you create? - answer-You can add up to 6 rings Can you use Standard ACD and Bullseye routing in combination? - answer-Yes By default, an agent can simultaneously handle: - answer-One call, up to four chats, one email, four messages, one callback, one social expressionDoes the Utilization apply to all queues? - answer-Yes - the configuration setup on the Utilization tab is global, meaning it applies to all queues What are the two categories of ACD skills? - answer-Skills and Language Do wrap-up codes have to be created before configuring a queue? - answer-Yes, so that the created wrap-up codes can be assigned to the queue. How many wrap-up codes can Agents assign per interaction? - answer-Only one What is After Call Work (ACW)? - answer-ACW is the work that an agent performs immediately following an interaction. Work may involve selecting a wrap-up code, updating customer information in a database, filling out forms, or initiating an outbound interaction. Does Genesys Cloud factor ACW in the average handle time? - answer-Yes, if ACW is a requirement before handling the next interaction. What are the four types of ACW for a queue? - answer-1. Optional 2. Mandatory, Discretionary 3. Mandatory, Time-boxed 4. Mandatory, Time-boxed no early exit What must you do to set up the transfer of an inbound call into a queue? - answer-Set up a range of DID phone numbers Can Agents activate and deactivate themselves? - answer-Yes, with the correct permissions Where can supervisors activate or deactivate Agents? - answer-Performance Queues ActivityWhat must you do before you can use Web Chat? - answer-Create a web chat deployment What format are ACD email domains in? - How many emails can a Genesys Cloud account have? - answer-Genesys Cloud account can have a single email domain with up to 500 associated email addresses If you plan to have multiple language options for the same queue, you must: - answer-Create a unique email address for each language What are Listeners? - answer-Listeners are the filters used to find the matching social expressions such as tweets and posts, and assign them to the queue. The queue routes the social expression to the appropriate agent. What are the two types of reports and analytics? - answer-Reports and dashboards What are the four broad categories by which the reports can be classified? - answer-1. Agent Reports 2. Queue Reports 3. Outbound Dialing Reports 4. Communicate Reports Agent Metrics Report - answer-The Agent Metrics Report is useful to a supervisor when giving an agent feedback on performance.Queue Metrics Interval Report - answer-The Queue Metrics Interval Report helps contact center managers analyze the volume of interactions during each half-hour interval and the metrics, which define whether they have enough agents to handle the load. Where can you access the Contact Center dashboard? - answer-Performance Overview What do the dashboards use to show real-time contact center activity? - answer-Dashlets Queues Performance View Dashboard - answer-If you need to view the performance of a specific queue or to compare performance between queues, use the Queues Performance view. You can view the current and past performance of the queues aggregated by interval, day, week, or month by using this view