Which of the following is NOT a feature of Genesys Cloud CX contact center?
Answer(s): A
Human Capital Management (HCM) is not a feature of Genesys Cloud CX contact center. Genesys Cloud CX offers features like Workforce Management (WFM), Quality Management (QM), andAutomatic Call Distribution (ACD), which are integral to managing contact center operations. These features help optimize agent performance, ensure quality service delivery, and efficiently route interactions to the right agents.HCM typically refers to broader HR systems that manage employee lifecycle processes such as recruitment, onboarding, and payroll, which are outside the scope of Genesys Cloud CX
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.)
Answer(s): C,E
When adding a new location to Genesys Cloud CX, the prerequisites include:General Information (C): This includes the building's address, the number of floors, and contact information for the location. This data is essential for accurately setting up the location within the platform.Admin Rights (E): You must have administrative rights to perform this task within Genesys Cloud CX. Admin privileges are necessary to access the system's settings and to configure new locations. Coordinates or images of users are not required to add a new location, making these options unnecessary for this task.
Which of the following statements about scripts is true?
Answer(s): C
Scripts in Genesys Cloud CX can be used for various types of interactions, including inbound and outbound calls, chat sessions, emails, and more. Scripts help guide agents through interactions by providing them with relevant information and prompts based on the interaction context. This flexibility allows scripts to be integrated across different channels, ensuring a consistent customer experience regardless of the interaction type.Scripts are not limited to outbound campaigns or configuring flows in Architect; they are a versatile tool within the Genesys Cloud CX platform.
Where are Genesys Cloud CX call recordings stored by default?
Answer(s): D
Genesys Cloud CX stores call recordings by default on AWS Cloud. AWS (Amazon Web Services) is the cloud service provider used by Genesys Cloud CX for its infrastructure, which includes the storage of call recordings. This cloud-based storage ensures scalability, reliability, and accessibility of call recordings, supporting various compliance and data retention needs. This setup provides the benefits of cloud storage, including high availability, security, and easy access to recordings from anywhere.
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
In Genesys Cloud CX, Roles are used to ensure that people within your organization have the rights and permissions they need to perform their tasks. Roles are collections of permissions that can be assigned to users, determining what actions they can perform within the system. For example, a role might allow a user to manage queues, configure scripts, or view analytics. By assigning the appropriate roles to users, administrators can control access and maintain security within the organization.
Genesys Cloud CX Roles and Permissions Documentation.
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