Question 1

What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

Options :

A : With multiple active calls, click and drag an unselected call onto the previously selected call details

B : Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference

C : Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.

D : Have all attendees call you. When all calls are active, click the Start Conference button.

Answer: A,D

Question 2

You must define the phone configuration in Genesys Cloud CX to associate with a physical phone. What binds the phone's settings in Genesys Cloud CX to a physical phone?

Options :

A : Phone model

B : Base settings

C : Phone name

D : Hardware ID (MAC address)

Answer: D

Question 3

Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they

have meetings or other events that take them away from the queue. You would like to manage these in an easier and more automated way.

Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?

Options :

A : Genesys Cloud CX Workforce Management

B : Genesys Cloud CX API

C : Genesys Cloud CX Architect

D : Genesys Cloud CX Reporting and Analytics

Answer: A

Question 4

All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.

Options :

A : Create a Site

B : Assign the Edge to a Site

C : Configure a trunk

D : Create an Edge Group

E : Associate the network interface

F : Authenticate the Edge

G : Configure the Edge Connectors

Answer: C

Question 5

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

Options :

A : Languages

B : Medians

C : Skills

D : Index Ratings

E : Knowledge levels

Answer: A,C

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