Genesys Cloud CX: Contact Center Administration Exam Practice Questions With 100% Correct Answers | Verified and Updated 2026 | Graded A+

Genesys Cloud CX: Contact Center Administration Exam Practice Questions With 100% Correct Answers | Verified and Updated 2026 | Graded A+ What three components make up the Genesys Cloud Platform? - answer-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, Dashboards, and Views g. Interfaces h. Containers i. ACD - answer-a. Agent Interface b. Contact Center Management e. Scripts f. Reports, Dashboards, and Views i. ACDTrue or False: There is only one level of licensing for Genesys Cloud Contact Center. - answerFalse What 2 types of routing are used by Genesys Cloud? a. Outbound Contact and Inbound Contact b. AWS Routing and IVR Routing c. Standard ACD and Bullseye Routing d. WFM Routing and IVR Routing - answer-Standard ACD and Bullseye Routing _____ only considers agents who have all the required skills. a. All skills matching b. Best available skills c. Disregard skills, Next agent - answer-A. All skills matching Agent list who have all the required skills, sequenced since last ACD interaction. a. All skills matching b. Best available skills c. Disregard skills, Next agent - answer-B. Best available skills Agent with the longest time since last ACD interaction gets incoming interaction a. All skills matching b. Best available skills c. Disregard skills, Next agent - answer-C. Disregard skills, Next agent Wrap-up codes can be allocated to which of the following? a. Agentsb. Skills c. Queues - answer-C. Queues A max is set for ACW completion. New interactions can be received upon wrap-up code entry. a. Optional b. Mandatory, Discretionary c. Mandatory, Time-boxed d. Mandatory, Time-boxed no early exit - answer-c. Mandatory, Time-boxed This allows the agent to opt out of selecting a wrap-up code after a call. a. Optional b. Mandatory, Discretionary c. Mandatory, Time-boxed d. Mandatory, Time-boxed no early exit - answer-a. Optional A max is set for ACW completion. New interactions allowed upon time expiration only. a. Optional b. Mandatory, Discretionary c. Mandatory, Time-boxed d. Mandatory, Time-boxed no early exit - answer-d. Mandatory, Time-boxed no early exit Agent can remain in ACW status but must enter wrap-up code before becoming available again. a. Optional b. Mandatory, Discretionary c. Mandatory, Time-boxed d. Mandatory, Time-boxed no early exit - answer-b. Mandatory, DiscretionaryTrue or False: Only a supervisory can activate/deactivate an agent from a queue. - answer-False What are the four categories of reports? a. Agent b. Inbound Dialing c. Contact Center d. Communicate e. Collaborate f. Containers g. Queue h. Outbound Dialing - answer-a. Agent d. Communicate g. Queue h. Outbound Dialing True or False: Performance Dashboards provide real-time metrics for the contact center, queue, agents, and interactions. - answer-True Which view lets you view all in-progress and completed interactions? a. Interactions View b. Queue Activity View c. Queue Performance View d. Agent Metrics View - answer-a. Interactions View Alerts notify supervisors when:a. The status of an agent changes. b. Customer issues are escalated. c. Statistics are outside a specified threshold. d. Metrics for agents change. - answer-c. Statistics are outside a specified threshold. True or False: An agent can deactivate themselves from a queue. - answer-True Which two roles are automatically assigned to the user who creates the organization? a. employee b. supervisor c. admin d. IT - answer-a. employee c. admin True or False: You can assign permissions at the User level. - answer-False