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NEW QUESTION 27
Which of the following media types can be selected when creating a report? (Choose three.)

  • A. Chat
  • B. Voice
  • C. Voicemail
  • D. Email

Answer: A,B,D

Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE

 

NEW QUESTION 28
Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration

  • A. 3, 5, 4, 2, 1
  • B. 3, 4, 5, 2, 1
  • C. 3, 5, 1, 2, 4
  • D. 3, 5, 1, 4, 2

Answer: C

 

NEW QUESTION 29
How many types of flows are supported by Architect?

  • A. 0
  • B. 1
  • C. 2
  • D. 3

Answer: A

 

NEW QUESTION 30
Which definition matches the ACD Evaluation Method Best Available Skills?

  • A. Looks for the first available agent and ignores any skill requirements
  • B. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
  • C. Matches the interaction to the first available agent who has all of the requested skills

Answer: B

Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.

 

NEW QUESTION 31
......

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