{"id":1657,"date":"2025-04-12T10:13:45","date_gmt":"2025-04-12T10:13:45","guid":{"rendered":"https:\/\/exam.real4prep.com\/?p=1657"},"modified":"2025-04-12T10:13:45","modified_gmt":"2025-04-12T10:13:45","slug":"latest-success-metrics-for-actual-gcp-gcx-exam-updated-137-questions-q23-q45","status":"publish","type":"post","link":"https:\/\/exam.real4prep.com\/ko\/2025\/04\/12\/latest-success-metrics-for-actual-gcp-gcx-exam-updated-137-questions-q23-q45\/","title":{"rendered":"Latest Success Metrics For Actual GCP-GCX Exam (Updated 137 Questions) [Q23-Q45]"},"content":{"rendered":"\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-top\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;1657&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;top&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;0&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;0&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;5&quot;,&quot;greet&quot;:&quot;Rate this post&quot;,&quot;legend&quot;:&quot;0\\\/5 - (0 votes)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;Latest Success Metrics For Actual GCP-GCX Exam (Updated 137 Questions) [Q23-Q45]&quot;,&quot;width&quot;:&quot;0&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 0px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 19.2px;\">\n            <span class=\"kksr-muted\">Rate this post<\/span>\n    <\/div>\n    <\/div>\n<p><span style=\"color: red\"><strong>Latest Success Metrics For Actual GCP-GCX Exam (Updated 137 Questions)<\/strong><\/span><\/p>\n<p><span style=\"color: red\"><strong>Genuine GCP-GCX Exam Dumps Free Demo Valid QA&#8217;s<\/strong><\/span><\/p>\n<div id=\"watu_quiz\" class=\"quiz-area single-page-quiz\">\n<form action=\"\" method=\"post\" class=\"quiz-form \" id=\"quiz-677\" >\n<div class='watu-question' id='question-1'><div class='question-content'><p><strong>QUESTION 23<\/strong><br \/>Which of the following are AND Evaluation Methods? (Choose three.)<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13327' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51818' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13327[]' id='answer-id-51818' class='answer answer-1 js-answer-label answerof-13327' value='51818' \/>&nbsp;<label for='answer-id-51818' id='answer-label-51818' class='js-answer-label answer label-1'><span class='answer'>All skills matching<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51819' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13327[]' id='answer-id-51819' class='answer answer-1 php-answer-label answerof-13327' value='51819' \/>&nbsp;<label for='answer-id-51819' id='answer-label-51819' class='php-answer-label answer label-1'><span class='answer'>Best available skills<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51820' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13327[]' id='answer-id-51820' class='answer answer-1 php-answer-label answerof-13327' value='51820' \/>&nbsp;<label for='answer-id-51820' id='answer-label-51820' class='php-answer-label answer label-1'><span class='answer'>Bullseye matching<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51821' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13327[]' id='answer-id-51821' class='answer answer-1 js-answer-label answerof-13327' value='51821' \/>&nbsp;<label for='answer-id-51821' id='answer-label-51821' class='js-answer-label answer label-1'><span class='answer'>Disregard skills<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51822' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13327[]' id='answer-id-51822' class='answer answer-1 php-answer-label answerof-13327' value='51822' \/>&nbsp;<label for='answer-id-51822' id='answer-label-51822' class='php-answer-label answer label-1'><span class='answer'>Agent availability<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(1,this)' id='btn-1' value='See Answer'  \/><input type='hidden' id='questionType1' value='checkbox' class=''><\/div><div class='watu-question' id='question-2'><div class='question-content'><p><strong>QUESTION 24<\/strong><br \/>In which of these views would you see the amount of time an agent spent in each status?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13328' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51823' \/><div class='watu-question-choice'><input type='radio' name='answer-13328[]' id='answer-id-51823' class='answer answer-2 js-answer-label answerof-13328' value='51823' \/>&nbsp;<label for='answer-id-51823' id='answer-label-51823' class='js-answer-label answer label-2'><span class='answer'>Agent Interaction<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51824' \/><div class='watu-question-choice'><input type='radio' name='answer-13328[]' id='answer-id-51824' class='answer answer-2 js-answer-label answerof-13328' value='51824' \/>&nbsp;<label for='answer-id-51824' id='answer-label-51824' class='js-answer-label answer label-2'><span class='answer'>Agent Queue<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51825' \/><div class='watu-question-choice'><input type='radio' name='answer-13328[]' id='answer-id-51825' class='answer answer-2 php-answer-label answerof-13328' value='51825' \/>&nbsp;<label for='answer-id-51825' id='answer-label-51825' class='php-answer-label answer label-2'><span class='answer'>Agent Status<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51826' \/><div class='watu-question-choice'><input type='radio' name='answer-13328[]' id='answer-id-51826' class='answer answer-2 js-answer-label answerof-13328' value='51826' \/>&nbsp;<label for='answer-id-51826' id='answer-label-51826' class='js-answer-label answer label-2'><span class='answer'>Agent Performance<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>The Agent Status view in Genesys Cloud CX is designed to show detailed information about an agent&#8217;s status over time, including the amount of time spent in each status such as Available, Busy, Away, etc. This view provides insights into how agents are allocating their time, which can be crucial for understanding productivity, identifying bottlenecks, and making informed staffing decisions.<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(2,this)' id='btn-2' value='See Answer'  \/><input type='hidden' id='questionType2' value='radio' class=''><\/div><div class='watu-question' id='question-3'><div class='question-content'><p><strong>QUESTION 25<\/strong><br \/>Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13329' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51827' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13329[]' id='answer-id-51827' class='answer answer-3 php-answer-label answerof-13329' value='51827' \/>&nbsp;<label for='answer-id-51827' id='answer-label-51827' class='php-answer-label answer label-3'><span class='answer'>It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51828' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13329[]' id='answer-id-51828' class='answer answer-3 php-answer-label answerof-13329' value='51828' \/>&nbsp;<label for='answer-id-51828' id='answer-label-51828' class='php-answer-label answer label-3'><span class='answer'>It provides core telephony services.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51829' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13329[]' id='answer-id-51829' class='answer answer-3 js-answer-label answerof-13329' value='51829' \/>&nbsp;<label for='answer-id-51829' id='answer-label-51829' class='js-answer-label answer label-3'><span class='answer'>It provides for the integration of Active Directory, SharePoint, and other third-party data.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51830' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13329[]' id='answer-id-51830' class='answer answer-3 js-answer-label answerof-13329' value='51830' \/>&nbsp;<label for='answer-id-51830' id='answer-label-51830' class='js-answer-label answer label-3'><span class='answer'>It manages the Genesys Cloud CX platform services.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51831' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13329[]' id='answer-id-51831' class='answer answer-3 php-answer-label answerof-13329' value='51831' \/>&nbsp;<label for='answer-id-51831' id='answer-label-51831' class='php-answer-label answer label-3'><span class='answer'>It operates as a provisioning server, media server, SIP proxy, and SIP gateway.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>The following statements are true regarding the Genesys Cloud CX Edge appliance:<br\/>* It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.<br\/>* It provides core telephony services such as call control, call recording, call quality monitoring, etc.<br\/>* It operates as a provisioning server, media server, SIP proxy, and SIP gateway.<br\/>The following statements are false regarding the Genesys Cloud CX Edge appliance:<br\/>* It provides for the integration of Active Directory, SharePoint, and other third-party data.<br\/>* It manages the Genesys Cloud CX platform services.<br\/>The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local network and Genesys Cloud CX data centers. References: https:\/\/help.mypurecloud.com\/articles\/about-edge-devices\/<br\/>https:\/\/help.mypurecloud.com\/articles\/edge-device-overview\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(3,this)' id='btn-3' value='See Answer'  \/><input type='hidden' id='questionType3' value='checkbox' class=''><\/div><div class='watu-question' id='question-4'><div class='question-content'><p><strong>QUESTION 26<\/strong><br \/>Phone redundancy extends to include call survivability &#8211; Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13330' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51832' \/><div class='watu-question-choice'><input type='radio' name='answer-13330[]' id='answer-id-51832' class='answer answer-4 php-answer-label answerof-13330' value='51832' \/>&nbsp;<label for='answer-id-51832' id='answer-label-51832' class='php-answer-label answer label-4'><span class='answer'>True<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51833' \/><div class='watu-question-choice'><input type='radio' name='answer-13330[]' id='answer-id-51833' class='answer answer-4 js-answer-label answerof-13330' value='51833' \/>&nbsp;<label for='answer-id-51833' id='answer-label-51833' class='js-answer-label answer label-4'><span class='answer'>False<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Reference:<br\/>Phone redundancy extends to include call survivability &#8211; Even when the connection to the Edge is lost, it prevents active calls from getting disconnected. Phone redundancy is a feature that allows phones to register with multiple Edges for backup purposes. Call survivability is a feature that allows phones to maintain active calls even when they lose connection with their primary Edge. These features ensure that calls are not dropped or interrupted due to network failures or maintenance activities. Reference: https:\/\/help.mypurecloud.com\/articles\/about-phone-redundancy\/ https:\/\/help.mypurecloud.com\/articles\/about-call-survivability\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(4,this)' id='btn-4' value='See Answer'  \/><input type='hidden' id='questionType4' value='radio' class=''><\/div><div class='watu-question' id='question-5'><div class='question-content'><p><strong>QUESTION 27<\/strong><br \/>Which of the following best defines the performance view for Agents?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13331' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51834' \/><div class='watu-question-choice'><input type='radio' name='answer-13331[]' id='answer-id-51834' class='answer answer-5 js-answer-label answerof-13331' value='51834' \/>&nbsp;<label for='answer-id-51834' id='answer-label-51834' class='js-answer-label answer label-5'><span class='answer'>Used to monitor real-time contact center metrics.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51835' \/><div class='watu-question-choice'><input type='radio' name='answer-13331[]' id='answer-id-51835' class='answer answer-5 php-answer-label answerof-13331' value='51835' \/>&nbsp;<label for='answer-id-51835' id='answer-label-51835' class='php-answer-label answer label-5'><span class='answer'>Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51836' \/><div class='watu-question-choice'><input type='radio' name='answer-13331[]' id='answer-id-51836' class='answer answer-5 js-answer-label answerof-13331' value='51836' \/>&nbsp;<label for='answer-id-51836' id='answer-label-51836' class='js-answer-label answer label-5'><span class='answer'>Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51837' \/><div class='watu-question-choice'><input type='radio' name='answer-13331[]' id='answer-id-51837' class='answer answer-5 js-answer-label answerof-13331' value='51837' \/>&nbsp;<label for='answer-id-51837' id='answer-label-51837' class='js-answer-label answer label-5'><span class='answer'>Used to view historical data only.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:<br\/>* Availability<br\/>* Productivity<br\/>* Quality<br\/>* Conduct<br\/>* Satisfaction<br\/>The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:<br\/>* Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.<br\/>* Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.<br\/>* Time in status is a metric that shows the amount of time (HH:MM:SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.<br\/>* Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.<br\/>* Average talk time is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.<br\/>* Average ACW is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.<br\/>References: https:\/\/help.mypurecloud.com\/articles\/performance-dashboards-overview\/<br\/>https:\/\/help.mypurecloud.com\/articles\/agents-performance-views-overview\/<br\/>https:\/\/help.mypurecloud.com\/articles\/agent-status-overview\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(5,this)' id='btn-5' value='See Answer'  \/><input type='hidden' id='questionType5' value='radio' class=''><\/div><div class='watu-question' id='question-6'><div class='question-content'><p><strong>QUESTION 28<\/strong><br \/>Number plan determines how many and which digits are necessary for call routing.<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13332' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51838' \/><div class='watu-question-choice'><input type='radio' name='answer-13332[]' id='answer-id-51838' class='answer answer-6 php-answer-label answerof-13332' value='51838' \/>&nbsp;<label for='answer-id-51838' id='answer-label-51838' class='php-answer-label answer label-6'><span class='answer'>True<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51839' \/><div class='watu-question-choice'><input type='radio' name='answer-13332[]' id='answer-id-51839' class='answer answer-6 js-answer-label answerof-13332' value='51839' \/>&nbsp;<label for='answer-id-51839' id='answer-label-51839' class='js-answer-label answer label-6'><span class='answer'>False<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A number plan can also define various aspects of call routing, such as:<br\/>* How many digits are required to dial a destination number<br\/>* Which digits are used to identify a country code, area code, or extension<br\/>* Which digits are used to access an outside line or an operator<br\/>* Which digits are used to indicate an emergency number or a special service A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX. References:<br\/>https:\/\/help.mypurecloud.com\/articles\/number-plan-information\/<br\/>https:\/\/help.mypurecloud.com\/articles\/add-number-plan\/<br\/>https:\/\/help.mypurecloud.com\/articles\/test-destination-phone-numbers-with-the-call-simulator\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(6,this)' id='btn-6' value='See Answer'  \/><input type='hidden' id='questionType6' value='radio' class=''><\/div><div class='watu-question' id='question-7'><div class='question-content'><p><strong>QUESTION 29<\/strong><br \/>You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13333' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51840' \/><div class='watu-question-choice'><input type='radio' name='answer-13333[]' id='answer-id-51840' class='answer answer-7 js-answer-label answerof-13333' value='51840' \/>&nbsp;<label for='answer-id-51840' id='answer-label-51840' class='js-answer-label answer label-7'><span class='answer'>True<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51841' \/><div class='watu-question-choice'><input type='radio' name='answer-13333[]' id='answer-id-51841' class='answer answer-7 php-answer-label answerof-13333' value='51841' \/>&nbsp;<label for='answer-id-51841' id='answer-label-51841' class='php-answer-label answer label-7'><span class='answer'>False<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that receive feedback messages from users who view content items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create feedback email groups and assign them to content items or categories based on your needs. References: https:\/\/help.mypurecloud.com\/articles\/content-management-overview\/<br\/>https:\/\/help.mypurecloud.com\/articles\/create-a-feedback-email-group\/<br\/>https:\/\/help.mypurecloud.com\/articles\/assign-a-feedback-email-group-to-a-content-item-or-category\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(7,this)' id='btn-7' value='See Answer'  \/><input type='hidden' id='questionType7' value='radio' class=''><\/div><div class='watu-question' id='question-8'><div class='question-content'><p><strong>QUESTION 30<\/strong><br \/>Genesys Cloud CX tracks metric statistics in __________ minute intervals.<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13334' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51842' \/><div class='watu-question-choice'><input type='radio' name='answer-13334[]' id='answer-id-51842' class='answer answer-8 js-answer-label answerof-13334' value='51842' \/>&nbsp;<label for='answer-id-51842' id='answer-label-51842' class='js-answer-label answer label-8'><span class='answer'>20<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51843' \/><div class='watu-question-choice'><input type='radio' name='answer-13334[]' id='answer-id-51843' class='answer answer-8 php-answer-label answerof-13334' value='51843' \/>&nbsp;<label for='answer-id-51843' id='answer-label-51843' class='php-answer-label answer label-8'><span class='answer'>30<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51844' \/><div class='watu-question-choice'><input type='radio' name='answer-13334[]' id='answer-id-51844' class='answer answer-8 js-answer-label answerof-13334' value='51844' \/>&nbsp;<label for='answer-id-51844' id='answer-label-51844' class='js-answer-label answer label-8'><span class='answer'>45<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51845' \/><div class='watu-question-choice'><input type='radio' name='answer-13334[]' id='answer-id-51845' class='answer answer-8 js-answer-label answerof-13334' value='51845' \/>&nbsp;<label for='answer-id-51845' id='answer-label-51845' class='js-answer-label answer label-8'><span class='answer'>10<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(8,this)' id='btn-8' value='See Answer'  \/><input type='hidden' id='questionType8' value='radio' class=''><\/div><div class='watu-question' id='question-9'><div class='question-content'><p><strong>QUESTION 31<\/strong><br \/>What is the maximum limit for creating performance dashboards for private users?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13335' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51846' \/><div class='watu-question-choice'><input type='radio' name='answer-13335[]' id='answer-id-51846' class='answer answer-9 php-answer-label answerof-13335' value='51846' \/>&nbsp;<label for='answer-id-51846' id='answer-label-51846' class='php-answer-label answer label-9'><span class='answer'>10<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51847' \/><div class='watu-question-choice'><input type='radio' name='answer-13335[]' id='answer-id-51847' class='answer answer-9 js-answer-label answerof-13335' value='51847' \/>&nbsp;<label for='answer-id-51847' id='answer-label-51847' class='js-answer-label answer label-9'><span class='answer'>15<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51848' \/><div class='watu-question-choice'><input type='radio' name='answer-13335[]' id='answer-id-51848' class='answer answer-9 js-answer-label answerof-13335' value='51848' \/>&nbsp;<label for='answer-id-51848' id='answer-label-51848' class='js-answer-label answer label-9'><span class='answer'>20<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51849' \/><div class='watu-question-choice'><input type='radio' name='answer-13335[]' id='answer-id-51849' class='answer answer-9 js-answer-label answerof-13335' value='51849' \/>&nbsp;<label for='answer-id-51849' id='answer-label-51849' class='js-answer-label answer label-9'><span class='answer'>25<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. Reference: https:\/\/help.mypurecloud.com\/articles\/about-performance-dashboards\/ https:\/\/help.mypurecloud.com\/articles\/create-a-performance-dashboard\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(9,this)' id='btn-9' value='See Answer'  \/><input type='hidden' id='questionType9' value='radio' class=''><\/div><div class='watu-question' id='question-10'><div class='question-content'><p><strong>QUESTION 32<\/strong><br \/>Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13336' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51850' \/><div class='watu-question-choice'><input type='radio' name='answer-13336[]' id='answer-id-51850' class='answer answer-10 php-answer-label answerof-13336' value='51850' \/>&nbsp;<label for='answer-id-51850' id='answer-label-51850' class='php-answer-label answer label-10'><span class='answer'>Workspaces<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51851' \/><div class='watu-question-choice'><input type='radio' name='answer-13336[]' id='answer-id-51851' class='answer answer-10 js-answer-label answerof-13336' value='51851' \/>&nbsp;<label for='answer-id-51851' id='answer-label-51851' class='js-answer-label answer label-10'><span class='answer'>People<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51852' \/><div class='watu-question-choice'><input type='radio' name='answer-13336[]' id='answer-id-51852' class='answer answer-10 js-answer-label answerof-13336' value='51852' \/>&nbsp;<label for='answer-id-51852' id='answer-label-51852' class='js-answer-label answer label-10'><span class='answer'>Queues<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51853' \/><div class='watu-question-choice'><input type='radio' name='answer-13336[]' id='answer-id-51853' class='answer answer-10 js-answer-label answerof-13336' value='51853' \/>&nbsp;<label for='answer-id-51853' id='answer-label-51853' class='js-answer-label answer label-10'><span class='answer'>Groups<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the group. You can create workspaces for different purposes, such as projects, teams, departments, etc.<br\/>References: https:\/\/help.mypurecloud.com\/articles\/about-workspaces\/<br\/>https:\/\/help.mypurecloud.com\/articles\/create-a-workspace\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(10,this)' id='btn-10' value='See Answer'  \/><input type='hidden' id='questionType10' value='radio' class=''><\/div><div class='watu-question' id='question-11'><div class='question-content'><p><strong>QUESTION 33<\/strong><br \/>Which of the following best defines the performance view for Queues?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13337' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51854' \/><div class='watu-question-choice'><input type='radio' name='answer-13337[]' id='answer-id-51854' class='answer answer-11 js-answer-label answerof-13337' value='51854' \/>&nbsp;<label for='answer-id-51854' id='answer-label-51854' class='js-answer-label answer label-11'><span class='answer'>Used to monitor real-time contact center metrics.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51855' \/><div class='watu-question-choice'><input type='radio' name='answer-13337[]' id='answer-id-51855' class='answer answer-11 js-answer-label answerof-13337' value='51855' \/>&nbsp;<label for='answer-id-51855' id='answer-label-51855' class='js-answer-label answer label-11'><span class='answer'>Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51856' \/><div class='watu-question-choice'><input type='radio' name='answer-13337[]' id='answer-id-51856' class='answer answer-11 php-answer-label answerof-13337' value='51856' \/>&nbsp;<label for='answer-id-51856' id='answer-label-51856' class='php-answer-label answer label-11'><span class='answer'>Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51857' \/><div class='watu-question-choice'><input type='radio' name='answer-13337[]' id='answer-id-51857' class='answer answer-11 js-answer-label answerof-13337' value='51857' \/>&nbsp;<label for='answer-id-51857' id='answer-label-51857' class='js-answer-label answer label-11'><span class='answer'>Used to view historical data only.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Reference:<br\/>The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as:<br\/>Service level<br\/>Abandon rate<br\/>Average speed of answer<br\/>Average handle time<br\/>Interaction volume<br\/>The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents because:<br\/>Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.<br\/>Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu . You can see the historical values of various metrics by using the date filter or the pre-set day filter.<br\/>Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues.<br\/>Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues.<br\/>Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues.<br\/>Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues.<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(11,this)' id='btn-11' value='See Answer'  \/><input type='hidden' id='questionType11' value='radio' class=''><\/div><div class='watu-question' id='question-12'><div class='question-content'><p><strong>QUESTION 34<\/strong><br \/>_________ binds the numbering plan with the trunk.<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13338' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51858' \/><div class='watu-question-choice'><input type='radio' name='answer-13338[]' id='answer-id-51858' class='answer answer-12 php-answer-label answerof-13338' value='51858' \/>&nbsp;<label for='answer-id-51858' id='answer-label-51858' class='php-answer-label answer label-12'><span class='answer'>Inbound route<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51859' \/><div class='watu-question-choice'><input type='radio' name='answer-13338[]' id='answer-id-51859' class='answer answer-12 js-answer-label answerof-13338' value='51859' \/>&nbsp;<label for='answer-id-51859' id='answer-label-51859' class='js-answer-label answer label-12'><span class='answer'>Outbound route<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51860' \/><div class='watu-question-choice'><input type='radio' name='answer-13338[]' id='answer-id-51860' class='answer answer-12 js-answer-label answerof-13338' value='51860' \/>&nbsp;<label for='answer-id-51860' id='answer-label-51860' class='js-answer-label answer label-12'><span class='answer'>Edge<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51861' \/><div class='watu-question-choice'><input type='radio' name='answer-13338[]' id='answer-id-51861' class='answer answer-12 js-answer-label answerof-13338' value='51861' \/>&nbsp;<label for='answer-id-51861' id='answer-label-51861' class='js-answer-label answer label-12'><span class='answer'>Edge Group<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(12,this)' id='btn-12' value='See Answer'  \/><input type='hidden' id='questionType12' value='radio' class=''><\/div><div class='watu-question' id='question-13'><div class='question-content'><p><strong>QUESTION 35<\/strong><br \/>Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.<br \/>Which of the following options would help him perform his task?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13339' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51862' \/><div class='watu-question-choice'><input type='radio' name='answer-13339[]' id='answer-id-51862' class='answer answer-13 js-answer-label answerof-13339' value='51862' \/>&nbsp;<label for='answer-id-51862' id='answer-label-51862' class='js-answer-label answer label-13'><span class='answer'>Documents<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51863' \/><div class='watu-question-choice'><input type='radio' name='answer-13339[]' id='answer-id-51863' class='answer answer-13 js-answer-label answerof-13339' value='51863' \/>&nbsp;<label for='answer-id-51863' id='answer-label-51863' class='js-answer-label answer label-13'><span class='answer'>Directory<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51864' \/><div class='watu-question-choice'><input type='radio' name='answer-13339[]' id='answer-id-51864' class='answer answer-13 php-answer-label answerof-13339' value='51864' \/>&nbsp;<label for='answer-id-51864' id='answer-label-51864' class='php-answer-label answer label-13'><span class='answer'>Workspaces<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51865' \/><div class='watu-question-choice'><input type='radio' name='answer-13339[]' id='answer-id-51865' class='answer answer-13 js-answer-label answerof-13339' value='51865' \/>&nbsp;<label for='answer-id-51865' id='answer-label-51865' class='js-answer-label answer label-13'><span class='answer'>Activity<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. Reference: https:\/\/help.mypurecloud.com\/articles\/about-activity\/ https:\/\/help.mypurecloud.com\/articles\/view-agent-performance-dashboard\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(13,this)' id='btn-13' value='See Answer'  \/><input type='hidden' id='questionType13' value='radio' class=''><\/div><div class='watu-question' id='question-14'><div class='question-content'><p><strong>QUESTION 36<\/strong><br \/>Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13340' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51866' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13340[]' id='answer-id-51866' class='answer answer-14 php-answer-label answerof-13340' value='51866' \/>&nbsp;<label for='answer-id-51866' id='answer-label-51866' class='php-answer-label answer label-14'><span class='answer'>The DID number and extension are not listed in the DID or extension pools.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51867' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13340[]' id='answer-id-51867' class='answer answer-14 js-answer-label answerof-13340' value='51867' \/>&nbsp;<label for='answer-id-51867' id='answer-label-51867' class='js-answer-label answer label-14'><span class='answer'>The DID number and extension are considered the same numbers and entered into the same phone.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51868' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13340[]' id='answer-id-51868' class='answer answer-14 php-answer-label answerof-13340' value='51868' \/>&nbsp;<label for='answer-id-51868' id='answer-label-51868' class='php-answer-label answer label-14'><span class='answer'>The user does not have the proper license type, roles, and permissions.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51869' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13340[]' id='answer-id-51869' class='answer answer-14 js-answer-label answerof-13340' value='51869' \/>&nbsp;<label for='answer-id-51869' id='answer-label-51869' class='js-answer-label answer label-14'><span class='answer'>The DID number and the extension do not have the same last 4 digits.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu.<br\/>* A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu.<br\/>* An extension is a short internal number that allows users to reach each other within an organization without dialing a full phone number.<br\/>* A DID pool is a collection of DID numbers that are available for assignment to users or queues.<br\/>* An extension pool is a collection of extensions that are available for assignment to users.<br\/>To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(14,this)' id='btn-14' value='See Answer'  \/><input type='hidden' id='questionType14' value='checkbox' class=''><\/div><div class='watu-question' id='question-15'><div class='question-content'><p><strong>QUESTION 37<\/strong><br \/>In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13341' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51870' \/><div class='watu-question-choice'><input type='radio' name='answer-13341[]' id='answer-id-51870' class='answer answer-15 js-answer-label answerof-13341' value='51870' \/>&nbsp;<label for='answer-id-51870' id='answer-label-51870' class='js-answer-label answer label-15'><span class='answer'>Manually training users to prevent calling premium-rate numbers.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51871' \/><div class='watu-question-choice'><input type='radio' name='answer-13341[]' id='answer-id-51871' class='answer answer-15 js-answer-label answerof-13341' value='51871' \/>&nbsp;<label for='answer-id-51871' id='answer-label-51871' class='js-answer-label answer label-15'><span class='answer'>Configuring trunks to identify premium-rate numbers.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51872' \/><div class='watu-question-choice'><input type='radio' name='answer-13341[]' id='answer-id-51872' class='answer answer-15 php-answer-label answerof-13341' value='51872' \/>&nbsp;<label for='answer-id-51872' id='answer-label-51872' class='php-answer-label answer label-15'><span class='answer'>Creating a number-plan to identify premium-rate numbers.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51873' \/><div class='watu-question-choice'><input type='radio' name='answer-13341[]' id='answer-id-51873' class='answer answer-15 js-answer-label answerof-13341' value='51873' \/>&nbsp;<label for='answer-id-51873' id='answer-label-51873' class='js-answer-label answer label-15'><span class='answer'>Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(15,this)' id='btn-15' value='See Answer'  \/><input type='hidden' id='questionType15' value='radio' class=''><\/div><div class='watu-question' id='question-16'><div class='question-content'><p><strong>QUESTION 38<\/strong><br \/>Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.<br \/>What terminology is used to describe such calls?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13342' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51874' \/><div class='watu-question-choice'><input type='radio' name='answer-13342[]' id='answer-id-51874' class='answer answer-16 js-answer-label answerof-13342' value='51874' \/>&nbsp;<label for='answer-id-51874' id='answer-label-51874' class='js-answer-label answer label-16'><span class='answer'>IVR<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51875' \/><div class='watu-question-choice'><input type='radio' name='answer-13342[]' id='answer-id-51875' class='answer answer-16 php-answer-label answerof-13342' value='51875' \/>&nbsp;<label for='answer-id-51875' id='answer-label-51875' class='php-answer-label answer label-16'><span class='answer'>Abandon<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51876' \/><div class='watu-question-choice'><input type='radio' name='answer-13342[]' id='answer-id-51876' class='answer answer-16 js-answer-label answerof-13342' value='51876' \/>&nbsp;<label for='answer-id-51876' id='answer-label-51876' class='js-answer-label answer label-16'><span class='answer'>Flow-outs<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51877' \/><div class='watu-question-choice'><input type='radio' name='answer-13342[]' id='answer-id-51877' class='answer answer-16 js-answer-label answerof-13342' value='51877' \/>&nbsp;<label for='answer-id-51877' id='answer-label-51877' class='js-answer-label answer label-16'><span class='answer'>Disconnect<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(16,this)' id='btn-16' value='See Answer'  \/><input type='hidden' id='questionType16' value='radio' class=''><\/div><div class='watu-question' id='question-17'><div class='question-content'><p><strong>QUESTION 39<\/strong><br \/>Organization setting that can be configured include: Choose 2 answers<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13343' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51878' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13343[]' id='answer-id-51878' class='answer answer-17 js-answer-label answerof-13343' value='51878' \/>&nbsp;<label for='answer-id-51878' id='answer-label-51878' class='js-answer-label answer label-17'><span class='answer'>Queue Management<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51879' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13343[]' id='answer-id-51879' class='answer answer-17 php-answer-label answerof-13343' value='51879' \/>&nbsp;<label for='answer-id-51879' id='answer-label-51879' class='php-answer-label answer label-17'><span class='answer'>invite Links<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51880' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13343[]' id='answer-id-51880' class='answer answer-17 php-answer-label answerof-13343' value='51880' \/>&nbsp;<label for='answer-id-51880' id='answer-label-51880' class='php-answer-label answer label-17'><span class='answer'>Default Language<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51881' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13343[]' id='answer-id-51881' class='answer answer-17 js-answer-label answerof-13343' value='51881' \/>&nbsp;<label for='answer-id-51881' id='answer-label-51881' class='js-answer-label answer label-17'><span class='answer'>Skill<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. &#8220;Invite Links&#8221; and &#8220;Default Language&#8221; are examples of such settings. &#8220;Invite Links&#8221; allows administrators to control how users are invited to the system, and &#8220;Default Language&#8221; sets the default language for the user interface, affecting all users unless they have set their own language preference.<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(17,this)' id='btn-17' value='See Answer'  \/><input type='hidden' id='questionType17' value='checkbox' class=''><\/div><div class='watu-question' id='question-18'><div class='question-content'><p><strong>QUESTION 40<\/strong><br \/>If you have not configured an email address to report issues to, Genesys Cloud CX:<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13344' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51882' \/><div class='watu-question-choice'><input type='radio' name='answer-13344[]' id='answer-id-51882' class='answer answer-18 js-answer-label answerof-13344' value='51882' \/>&nbsp;<label for='answer-id-51882' id='answer-label-51882' class='js-answer-label answer label-18'><span class='answer'>Automatically creates an email address and routes all such emails to this address.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51883' \/><div class='watu-question-choice'><input type='radio' name='answer-13344[]' id='answer-id-51883' class='answer answer-18 php-answer-label answerof-13344' value='51883' \/>&nbsp;<label for='answer-id-51883' id='answer-label-51883' class='php-answer-label answer label-18'><span class='answer'>Does not route the emails to any email address.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51884' \/><div class='watu-question-choice'><input type='radio' name='answer-13344[]' id='answer-id-51884' class='answer answer-18 js-answer-label answerof-13344' value='51884' \/>&nbsp;<label for='answer-id-51884' id='answer-label-51884' class='js-answer-label answer label-18'><span class='answer'>Sends the emails to anyone who has the admin role assigned in your organization.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51885' \/><div class='watu-question-choice'><input type='radio' name='answer-13344[]' id='answer-id-51885' class='answer answer-18 js-answer-label answerof-13344' value='51885' \/>&nbsp;<label for='answer-id-51885' id='answer-label-51885' class='js-answer-label answer label-18'><span class='answer'>Collects such emails and stores it until an email address to report issues is configured.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. References:<br\/>https:\/\/help.mypurecloud.com\/articles\/configure-an-email-address-to-report-issues\/<br\/>https:\/\/help.mypurecloud.com\/articles\/report-an-issue-or-provide-feedback\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(18,this)' id='btn-18' value='See Answer'  \/><input type='hidden' id='questionType18' value='radio' class=''><\/div><div class='watu-question' id='question-19'><div class='question-content'><p><strong>QUESTION 41<\/strong><br \/>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.<br \/>What is the most likely reason for this?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13345' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51886' \/><div class='watu-question-choice'><input type='radio' name='answer-13345[]' id='answer-id-51886' class='answer answer-19 js-answer-label answerof-13345' value='51886' \/>&nbsp;<label for='answer-id-51886' id='answer-label-51886' class='js-answer-label answer label-19'><span class='answer'>The user may have deleted the icon.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51887' \/><div class='watu-question-choice'><input type='radio' name='answer-13345[]' id='answer-id-51887' class='answer answer-19 php-answer-label answerof-13345' value='51887' \/>&nbsp;<label for='answer-id-51887' id='answer-label-51887' class='php-answer-label answer label-19'><span class='answer'>The user is not assigned the appropriate role.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51888' \/><div class='watu-question-choice'><input type='radio' name='answer-13345[]' id='answer-id-51888' class='answer answer-19 js-answer-label answerof-13345' value='51888' \/>&nbsp;<label for='answer-id-51888' id='answer-label-51888' class='js-answer-label answer label-19'><span class='answer'>The user&#8217;s phone is unplugged.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51889' \/><div class='watu-question-choice'><input type='radio' name='answer-13345[]' id='answer-id-51889' class='answer answer-19 js-answer-label answerof-13345' value='51889' \/>&nbsp;<label for='answer-id-51889' id='answer-label-51889' class='js-answer-label answer label-19'><span class='answer'>The phone number is being used by a different user.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony &gt; Plugin &gt; All and Telephony &gt; Call &gt; Control &gt; All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features. References:<br\/>https:\/\/help.mypurecloud.com\/articles\/about-roles-and-permissions\/<br\/>https:\/\/help.mypurecloud.com\/articles\/assign-roles-to-a-user\/<br\/>https:\/\/help.mypurecloud.com\/articles\/make-a-phone-call\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(19,this)' id='btn-19' value='See Answer'  \/><input type='hidden' id='questionType19' value='radio' class=''><\/div><div class='watu-question' id='question-20'><div class='question-content'><p><strong>QUESTION 42<\/strong><br \/>Which options can be configured when setting up a queue? (Choose two.)<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13346' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51890' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13346[]' id='answer-id-51890' class='answer answer-20 php-answer-label answerof-13346' value='51890' \/>&nbsp;<label for='answer-id-51890' id='answer-label-51890' class='php-answer-label answer label-20'><span class='answer'>Wrap-up Codes<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51891' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13346[]' id='answer-id-51891' class='answer answer-20 js-answer-label answerof-13346' value='51891' \/>&nbsp;<label for='answer-id-51891' id='answer-label-51891' class='js-answer-label answer label-20'><span class='answer'>ACD Skills<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51892' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13346[]' id='answer-id-51892' class='answer answer-20 php-answer-label answerof-13346' value='51892' \/>&nbsp;<label for='answer-id-51892' id='answer-label-51892' class='php-answer-label answer label-20'><span class='answer'>Utilization<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51893' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13346[]' id='answer-id-51893' class='answer answer-20 js-answer-label answerof-13346' value='51893' \/>&nbsp;<label for='answer-id-51893' id='answer-label-51893' class='js-answer-label answer label-20'><span class='answer'>Alerting Timeout<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51894' \/><div class='watu-question-choice'><input type='checkbox' name='answer-13346[]' id='answer-id-51894' class='answer answer-20 js-answer-label answerof-13346' value='51894' \/>&nbsp;<label for='answer-id-51894' id='answer-label-51894' class='js-answer-label answer label-20'><span class='answer'>Inbound Flows<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Explanation<br\/>Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can have various options configured to define its behavior and performance, such as:<br\/>* Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction.<br\/>* Utilization is a percentage that indicates how much time an agent spends handling interactions versus being available for new interactions.<br\/>Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc. References: https:\/\/help.mypurecloud.com\/articles\/about-queues\/<br\/>https:\/\/help.mypurecloud.com\/articles\/create-and-configure-queues\/<br\/>https:\/\/help.mypurecloud.com\/glossary\/wrap-up-code\/ https:\/\/help.mypurecloud.com\/glossary\/utilization\/<\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(20,this)' id='btn-20' value='See Answer'  \/><input type='hidden' id='questionType20' value='checkbox' class=''><\/div><div class='watu-question' id='question-21'><div class='question-content'><p><strong>QUESTION 43<\/strong><br \/>You are preparing to deploy Genesys Cloud CX and need to order trunks.<br \/>Where can you find guidelines on PSTN carrier requirements?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13347' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51895' \/><div class='watu-question-choice'><input type='radio' name='answer-13347[]' id='answer-id-51895' class='answer answer-21 js-answer-label answerof-13347' value='51895' \/>&nbsp;<label for='answer-id-51895' id='answer-label-51895' class='js-answer-label answer label-21'><span class='answer'>By asking your carrier what you would need.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51896' \/><div class='watu-question-choice'><input type='radio' name='answer-13347[]' id='answer-id-51896' class='answer answer-21 js-answer-label answerof-13347' value='51896' \/>&nbsp;<label for='answer-id-51896' id='answer-label-51896' class='js-answer-label answer label-21'><span class='answer'>On the PSTN carrier&#8217;s web site.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51897' \/><div class='watu-question-choice'><input type='radio' name='answer-13347[]' id='answer-id-51897' class='answer answer-21 js-answer-label answerof-13347' value='51897' \/>&nbsp;<label for='answer-id-51897' id='answer-label-51897' class='js-answer-label answer label-21'><span class='answer'>Get a default trunk line installed.<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51898' \/><div class='watu-question-choice'><input type='radio' name='answer-13347[]' id='answer-id-51898' class='answer answer-21 php-answer-label answerof-13347' value='51898' \/>&nbsp;<label for='answer-id-51898' id='answer-label-51898' class='php-answer-label answer label-21'><span class='answer'>In the Genesys Cloud CX Resource Center.<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(21,this)' id='btn-21' value='See Answer'  \/><input type='hidden' id='questionType21' value='radio' class=''><\/div><div class='watu-question' id='question-22'><div class='question-content'><p><strong>QUESTION 44<\/strong><br \/>Which view helps supervisors analyze performance issues with a specific skill in one or more queues?<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13348' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51899' \/><div class='watu-question-choice'><input type='radio' name='answer-13348[]' id='answer-id-51899' class='answer answer-22 js-answer-label answerof-13348' value='51899' \/>&nbsp;<label for='answer-id-51899' id='answer-label-51899' class='js-answer-label answer label-22'><span class='answer'>Agents<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51900' \/><div class='watu-question-choice'><input type='radio' name='answer-13348[]' id='answer-id-51900' class='answer answer-22 js-answer-label answerof-13348' value='51900' \/>&nbsp;<label for='answer-id-51900' id='answer-label-51900' class='js-answer-label answer label-22'><span class='answer'>Queues Activity<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51901' \/><div class='watu-question-choice'><input type='radio' name='answer-13348[]' id='answer-id-51901' class='answer answer-22 php-answer-label answerof-13348' value='51901' \/>&nbsp;<label for='answer-id-51901' id='answer-label-51901' class='php-answer-label answer label-22'><span class='answer'>Skills Performance<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51902' \/><div class='watu-question-choice'><input type='radio' name='answer-13348[]' id='answer-id-51902' class='answer answer-22 js-answer-label answerof-13348' value='51902' \/>&nbsp;<label for='answer-id-51902' id='answer-label-51902' class='js-answer-label answer label-22'><span class='answer'>Interactions<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'><\/div><input type='button' class='showchecked' style='margin: 10px 0;' onclick='showanswer1(22,this)' id='btn-22' value='See Answer'  \/><input type='hidden' id='questionType22' value='radio' class=''><\/div><div class='watu-question' id='question-23'><div class='question-content'><p><strong>QUESTION 45<\/strong><br \/>Your customizations in the interaction view remain in effect even if you leave the view and return to it later.<\/p>\n<\/div><input type='hidden' name='question_id[]' value='13349' \/><div class='watu-questions-wrap '><input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51903' \/><div class='watu-question-choice'><input type='radio' name='answer-13349[]' id='answer-id-51903' class='answer answer-23 php-answer-label answerof-13349' value='51903' \/>&nbsp;<label for='answer-id-51903' id='answer-label-51903' class='php-answer-label answer label-23'><span class='answer'>True<\/span><\/label><\/div>\n<input type='hidden' name='answer_ids[]' class='watu-answer-ids' value='51904' \/><div class='watu-question-choice'><input type='radio' name='answer-13349[]' id='answer-id-51904' class='answer answer-23 js-answer-label answerof-13349' value='51904' \/>&nbsp;<label for='answer-id-51904' id='answer-label-51904' class='js-answer-label answer label-23'><span class='answer'>False<\/span><\/label><\/div>\n<\/div><div class='show-question-feedback' style='display:none;'>Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:<br\/>Interaction volume<br\/>Interaction quality<br\/>Interaction outcomes<br\/>Interaction flows<br\/>Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:<br\/>You can customize the interaction view by using various filters and columns to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.<br\/>Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. 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