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Free Genesys Cloud Certified Professional - Contact Center Admin Exam Braindumps (page: 5)

Page 5 of 16
PDF with 60 Questions

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

  1. Scoring
  2. Monitoring
  3. Calibration
  4. Evaluation

Answer(s): C


Reference:

https://help.mypurecloud.com/articles/calibration-overview/



What two options are available to create a customized user role?

  1. Copy an existing role then add the necessary permissions to meet your needs
  2. Create a new Role and assign the necessary permissions to that role
  3. Create or modify a workgroup to meet your needs
  4. Create a new Group and assign the necessary permissions to the group

Answer(s): B



What is a critical question in an Evaluation Form?

  1. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
  2. Critical questions are questions that the agent must answer.
  3. Critical questions are multiple choice questions that have a higher weight than non-critical questions.
  4. If answered “No”, critical questions will result in an evaluation score of zero for the interaction.

Answer(s): A


Reference:

https://help.mypurecloud.com/glossary/critical-question/



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

  1. Progressive
  2. Predictive
  3. Preview
  4. Power

Answer(s): C


Reference:

https://help.mypurecloud.com/articles/dialing-modes/



Page 5 of 16



Post your Comments and Discuss Genesys Genesys Cloud Certified Professional - Contact Center Admin exam with other Community members:

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