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Guide for Genesys Cloud CX: Developer Certification

Quiz Genesys Cloud CX: Developer Certification

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/ 10

Quiz

1/10
Which dialing mode dials multiple contacts once an agent becomes available?
Select the answer
1 correct answer
A.
Power
B.
Predictive
C.
Progressive
D.
Agentless

Quiz

2/10
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
Select the answer
2 correct answers
A.
Internet Explorer
B.
Firefox
C.
Chrome
D.
Safari
E.
Opera

Quiz

3/10
Which Genesys Cloud CX feature helps reduce wait time for each call?
Select the answer
1 correct answer
A.
Automatic Call Distribution
B.
Workforce Management
C.
Skill-based Routing
D.
llVR

Quiz

4/10
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
Select the answer
1 correct answer
A.
80 calls must be answered every 20 seconds.
B.
80% of calls must be answered within 20 seconds.
C.
20 chats and calls must be answered in 80 seconds.
D.
20 chats and calls must be answered in 80 seconds.

Quiz

5/10
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?
Select the answer
1 correct answer
A.
The user may have deleted the icon.
B.
The user is not assigned the appropriate role.
C.
The user's phone is unplugged.
D.
The Phone number is being used by a different user.

Quiz

6/10
Routing is a part of customer communication that connects the customer with an appropriate
automated resource or agent.
Select the answer
1 correct answer
A.
True
B.
False

Quiz

7/10
Which of the following attributes ensure that the interactions are routed to the most qualified agent?
(Choose two.)
Select the answer
1 correct answer
A.
Languages
B.
Medians
C.
Skills
D.
Index Ratings
E.
Knowledge levels

Quiz

8/10
Your contact center wants to track the outcome of calls and chats.
What can be configured within Genesys Cloud CX to provide this functionality?
Select the answer
1 correct answer
A.
Account Codes
B.
Wrap-up Codes
C.
Resolution Codes
D.
Status

Quiz

9/10
Why are Divisions important in an organization?
Select the answer
1 correct answer
A.
Divisions are used to divide interactions equally between 2 or more queues.
B.
Divisions allow the organization to control which roles can be assigned to users.
C.
Divisions allow grouping and segregation of objects while keeping them inside the same organization.
D.
Divisions define which users can be assigned to queues.

Quiz

10/10
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or
collect the information?
Select the answer
1 correct answer
A.
Dialog boxes
B.
Scripts
C.
Toast pop-ups
D.
IVR prompts
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Info quiz:

  • Quiz name:Genesys Cloud CX: Developer Certification
  • Total number of questions:76
  • Number of questions for the test:50
  • Pass score:80%

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