EMT Practice Test

1. Question Content...

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Question1: Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)

Question2: When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?

Question3: Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?

Question4: Instant messaging costs are significantly less than long-distance phone conversations.

Question5: If you have not configured an email address to report issues to, Genesys Cloud CX:

Question6: Which of the following statements defines a critical question in an Evaluation Form?

Question7: Unused reports need to be disabled manually to prevent unnecessary load on the system.

Question8: Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

Question9: Which dialing mode allows the agent to see customer information before dialing?

Question10: Which of the following Edge features provides client and server-side call matching?

Question11: Which of the following items need to be configured for an outbound campaign? (Choose three.)

Question12: Which view displays current metrics and information about queues if you have a membership?

Question13: _________ binds the numbering plan with the trunk.

Question14: Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

Question15: Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

Question16: Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

Question17: Which of the following best defines the performance view for Queues?

Question18: Select the categories of Prompts in Architect. (Choose two.)

Question19: Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?

Question20: Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

Question21: To assign extensions to users, you must first __________.

Question22: Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?

Question23: Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

Question24: You can use Regular Expressions to create Number Plans

Question25: Genesys Cloud CX tracks metric statistics in __________ minute intervals.

Question26: Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)

Question27: Where can call recording be enabled?

Question28: What is the maximum limit for creating performance dashboards for private users?

Question29: Which of the following Edge feature contains the built-in remote survivability mode?

Question30: Number plan determines how many and which digits are necessary for call routing.

Question31: You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

Question32: What additional functionality does Communicate bring to Genesys Cloud CX?

Question33: Which of the following types of interactions can be configured for Recording Policies?

Question34: What is the distinguishing feature between queues and groups?

Question35: Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)

Question36: Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?

Question37: A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?

Question38: You can add more than one outbound route to the contact center.

Question39: What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

Question40: Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

Question41: Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.

Question42: Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?

Question43: Which embedded clients does Genesys Cloud CX support? Choose 2 answers

Question44: Which options can be configured when setting up a queue? (Choose two.)

Question45: A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented

Question46: Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?

Question47: Genesys Cloud CX Voice is __________.

Question48: Select all the question types available while creating an Evaluation Form. (Choose three.)

Question49: Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

Question50: Your customizations in the interaction view remain in effect even if you leave the view and return to it later.

Question51: Which feature enables a voice interaction to interrupt an email interaction?

Question52: The license used by a user is determined by the permissions enabled in the roles assigned to that user.

Question53: The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.

Question54: You cannot add variables to a script.

Question55: The________provides a high-level overview of a campaign's performance

Question56: Organizations with Communicate licenses can set up basic IVR with inbound call flow

Question57: You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?

Question58: When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

Question59: Which of the following statements about scripts is true?

Question60: The_________for iOS leverages the form factor of iOS tablets to help supervisors, managers, and executives make faster, more effective managerial and operational decisions

Question61: Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?