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Genesys Cloud CX Certified Professional-Consolidated Exam Sample Questions (Q104-Q109):

NEW QUESTION # 104
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

• A. Agent Login-Logout Details Report
• B. Agent Metrics Export Report
• C. Agent Quality Details Report
• D. Agent Metrics Report

Answer: B
NEW QUESTION # 105
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?

• A. Do nothing. Genesys Cloud CX will update everything automatically.
• B. Update her peers. Genesys Cloud CX will then update her manager automatically.
• C. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
• D. Update her manager and her peers in her profile.

Answer: D
NEW QUESTION # 106
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

• A. True
• B. False

Answer: A
NEW QUESTION # 107
Which feature enables a voice interaction to interrupt an email interaction?

• A. ACD Skills
• B. Utilization
• C. Scripts
• D. Emergency Routing

Answer: B
NEW QUESTION # 108
Which of the following statements are true? (Choose three.)

• A. A queue report only counts interactions handled by an agent.
• B. An Abandon is an interaction that disconnects before an agent handles it.
• C. Reports once created cannot be configured.
• D. Each report contains a predefined set of metrics.
• E. An agent-based report counts any interactions an agent worked with.

Answer: B,D,E
NEW QUESTION # 109
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