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Genesys Cloud CX: Developer Certification Sample Questions (Q64-Q69):

NEW QUESTION # 64
What level of permissions does a user require to view the organization settings?

A. Agent
B. Admin
C. All of the above
D. Supervisor

Answer: B

Explanation:
In Genesys Cloud CX, users require administrative privileges to access and manage organization settings.
This access is typically granted through the Admin role, which provides the necessary permissions to view and modify organization-wide configurations. Agent and Supervisor roles do not inherently possess these permissions.

NEW QUESTION # 65
Which of the following statements defines a fatal question in an Evaluation Form?

A. Fatal questions are critical questions If scored No the agent will be removed from the queue.
B. Fatal questions are the same as critical questions.
C. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
D. Fatal questions are weighted higher than non-fatal questions.

Answer: C

Explanation:
In Genesys Cloud CX, a fatal question on an Evaluation Form is designed to reflect a critical requirement. If the evaluator scores "No" on such a question, the agent receives a zero for the entire evaluation, regardless of other responses.

NEW QUESTION # 66
By default, Line Recording is disabled.

A. True
B. False

Answer: A

Explanation:
In Genesys Cloud CX, Line Recording is disabled by default. To enable automatic recording of calls, the telephony administrator must configure the system by enabling recording on the SIP trunk. Without this configuration, calls are not automatically recorded.
Reference:https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

NEW QUESTION # 67
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

A. Admin > Quality
B. Admin > Contact Center
C. Performance > Overview (Evaluations]
D. Performance > Workspace > Dashboards

Answer: D

Explanation:
In Genesys Cloud CX, to view agent evaluation scores, evaluation activity, and calibration activity in real time, navigate toPerformance > Workspace > Dashboards. This path provides access to the Quality Administrator dashboard, which offers comprehensive insights into these metrics.
Reference:https://help.mypurecloud.com/articles/quality-administrator-dashboard/

NEW QUESTION # 68
A queue is an object in Genesys Cloud CX that contains a group of agents with similar skills.

A. True
B. False

Answer: A

Explanation:
In Genesys Cloud CX, a queue is an object that holds a group of agents who typically share similar skills or responsibilities. It is used for routing interactions to the most appropriate available agent within that group.

NEW QUESTION # 69
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