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

Answer(s): C

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

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

Answer(s): B

What is a critical question in an Evaluation Form?

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.
Critical questions are questions that the agent must answer.
Critical questions are multiple choice questions that have a higher weight than non-critical questions.
If answered “No”, critical questions will result in an evaluation score of zero for the interaction.

Answer(s): A

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

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

Answer(s): C

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

Free Genesys Cloud Certified Professional - Contact Center Admin Exam Braindumps (page: 6)