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NEW QUESTION 33
Why must you create queues for ACD functionality to work?
- A. Queues provide ACD with a means to determine the skill level requirement of an interaction
- B. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- C. Queues match agents to an appropriate interaction using ACD
- D. Queues are the waiting lines for interactions that are routed using ACD
Answer: C
NEW QUESTION 34
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to create and manage a Facebook page
- B. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- C. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 35
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Dynamic Views
- B. Dashboard
- C. Interaction
- D. Reports
Answer: B,C,D
NEW QUESTION 36
What is the recommended way to create a .csv file?
- A. Create a spreadsheet and export it as a .csv file
- B. Use a text editor, such as Notepad, to create your .csv files
- C. Use a .csv application to create .csv files
- D. Use a word processing application, such as Microsoft Word, to create your .csv files
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 37
Which definition matches the After Call Work option Mandatory, Discretionary?
- A. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
- B. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
- C. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- D. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 38
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