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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q57-Q62):
NEW QUESTION # 57
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
- A. Receive ACD and non-ACD calls, but not place.
- B. Place and receive both ACD and non-ACD calls.
- C. Place ACD and non-ACD calls, but not receive.
- D. Place and receive ACD calls; non-ACD calls can neither be place nor received.
Answer: B
Explanation:
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability. Reference: https://help.mypurecloud.com/articles/about-edge-devices/ https://help.mypurecloud.com/articles/edge-redundancy/
NEW QUESTION # 58
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?
- A. Add a priority of "High" to the document.
- B. Ensure that the document name is easy to search for.
- C. Add meaningful tags to the document.
- D. Number the document such that it appears on the top of the list.
Answer: C
Explanation:
Adding meaningful tags to the document is what you must do to ensure that users can find the document when needed after you have added a new document to Genesys Cloud CX Collaborate Workspace. Tags are keywords or phrases that describe the content or purpose of a document in Workspace. Tags help users to find documents faster and easier by using filters or search queries based on tags. You can add tags to a document when you create or edit it in Workspace. Reference: https://help.mypurecloud.com/articles/add-tags-to-a-document/ https://help.mypurecloud.com/articles/search-for-a-document/
NEW QUESTION # 59
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Bullseye matching
- B. Best available skills
- C. Disregard skills
- D. Agent availability
- E. All skills matching
Answer: A,B,E
Explanation:
Explanation
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction.
There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. References:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 60
Which of the following Edge features provides client and server-side call matching?
- A. SIP proxy
- B. SIP gateway
- C. Media server
- D. Call broker
Answer: D
Explanation:
Call broker is the Edge feature that provides client and server-side call matching. Call broker is a service that runs on the Edge device and manages call control and signaling for inbound and outbound calls. Call broker matches incoming calls with outgoing calls based on various criteria, such as caller ID, DNIS, ANI, etc. Reference: https://help.mypurecloud.com/articles/edge-device-overview/ https://help.mypurecloud.com/articles/call-broker/
NEW QUESTION # 61
You can add more than one outbound route to the contact center.
Answer: A
NEW QUESTION # 62
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