Genesys Cloud Admin Exam
Where do you configure recording policies? - ✔ ✔ The Admin
page and under Quality, click Policies.
What types of KPIs do evaluation forms track? - ✔ ✔ 1. Did not
interrupt the caller unnecessarily.
2. Maintained control of the call.
3. Avoided the use of jargon/slang.
4. Maintained a level of courtesy throughout the call.
What categories can you group evaluation questions? - ✔ ✔ 1.
Opening
2. Communication Skills
3. Product Knowledge
4. Closing
What is a critical question on the evaluation form? - ✔ ✔
Critical questions have a score that is displayed in addition to
the total score. You can mark a yes/no question as fatal. If the
evaluator answers no on a fatal question, the evaluation's score is
zero, regardless of how the evaluator scored the other questions
Where can you configure evaluation forms? - ✔ ✔ The Admin
page. Under Quality, click Evaluation Forms.
Can a web survey be activated for a standard quality
management process? - ✔ ✔ Yes
,What are the two Quality Management dashboards? - ✔ ✔
Quality Admin and Quality Evaluator
What can you view on the Quality Admin Dashboard? - ✔ ✔ 1.
Agent evaluations and scores
2. Quality evaluator activity
3. Overall evaluation and calibration activity
What can you view on the Quality Evaluator Dashboard? - ✔ ✔
1. View assigned and completed evaluations.
2. Review recordings of interactions.
3. Score interactions using evaluation forms.
What does a workforce management strategy typically include? -
✔ ✔ 1. Scheduling
2. Forecasting
3. Skills management
4. Timekeeping and attendance
5. Intraday management
6. Employee empowerment
What can you do with workforce management? - ✔ ✔ 1.
Develop short-term forecasts.
2. Evaluate intraday differences between forecast and actual
values.
3. Create and manage schedules.
, 4. Perform load-based schedule generation.
5. Monitor adherence to schedules.
6. Show agents their schedules.
7. Manage time-off requests.
Management Units: - ✔ ✔ 1. Partition agents and interactions
into logical groups that workforce managers can schedule
together.
2. Help you create, manage, and view schedules for a group as a
single unit.
What is the maximum number of agents that can be added to a
Management Unit? - ✔ ✔ 1000 Agents
Schedules: - ✔ ✔ 1. The schedule name must contain at least
one character and cannot be longer than 50 characters.
2. The schedule description cannot be longer than 100
characters.
3. A maximum of 26 previous schedules and 26 future schedules
appear on the Schedules page. Administrators can use search
filters to view weeks outside this range.
4. You cannot undo a schedule deletion.
Where can supervisors activate and deactivate Agents? - ✔ ✔
1. Classic Queues view
2. Classic Agents Performance view
3. Agents Performance views
Where do you configure recording policies? - ✔ ✔ The Admin
page and under Quality, click Policies.
What types of KPIs do evaluation forms track? - ✔ ✔ 1. Did not
interrupt the caller unnecessarily.
2. Maintained control of the call.
3. Avoided the use of jargon/slang.
4. Maintained a level of courtesy throughout the call.
What categories can you group evaluation questions? - ✔ ✔ 1.
Opening
2. Communication Skills
3. Product Knowledge
4. Closing
What is a critical question on the evaluation form? - ✔ ✔
Critical questions have a score that is displayed in addition to
the total score. You can mark a yes/no question as fatal. If the
evaluator answers no on a fatal question, the evaluation's score is
zero, regardless of how the evaluator scored the other questions
Where can you configure evaluation forms? - ✔ ✔ The Admin
page. Under Quality, click Evaluation Forms.
Can a web survey be activated for a standard quality
management process? - ✔ ✔ Yes
,What are the two Quality Management dashboards? - ✔ ✔
Quality Admin and Quality Evaluator
What can you view on the Quality Admin Dashboard? - ✔ ✔ 1.
Agent evaluations and scores
2. Quality evaluator activity
3. Overall evaluation and calibration activity
What can you view on the Quality Evaluator Dashboard? - ✔ ✔
1. View assigned and completed evaluations.
2. Review recordings of interactions.
3. Score interactions using evaluation forms.
What does a workforce management strategy typically include? -
✔ ✔ 1. Scheduling
2. Forecasting
3. Skills management
4. Timekeeping and attendance
5. Intraday management
6. Employee empowerment
What can you do with workforce management? - ✔ ✔ 1.
Develop short-term forecasts.
2. Evaluate intraday differences between forecast and actual
values.
3. Create and manage schedules.
, 4. Perform load-based schedule generation.
5. Monitor adherence to schedules.
6. Show agents their schedules.
7. Manage time-off requests.
Management Units: - ✔ ✔ 1. Partition agents and interactions
into logical groups that workforce managers can schedule
together.
2. Help you create, manage, and view schedules for a group as a
single unit.
What is the maximum number of agents that can be added to a
Management Unit? - ✔ ✔ 1000 Agents
Schedules: - ✔ ✔ 1. The schedule name must contain at least
one character and cannot be longer than 50 characters.
2. The schedule description cannot be longer than 100
characters.
3. A maximum of 26 previous schedules and 26 future schedules
appear on the Schedules page. Administrators can use search
filters to view weeks outside this range.
4. You cannot undo a schedule deletion.
Where can supervisors activate and deactivate Agents? - ✔ ✔
1. Classic Queues view
2. Classic Agents Performance view
3. Agents Performance views
