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Correct Answer: A

Explanation: Instant messaging costs are significantly less than long-distance phone conversations is a true statement. Instant messaging is a form of communication that allows users to exchange text messages in real time over the internet or other networks using various devices or platforms. Instant messaging costs are usually based on data usage or subscription fees rather than distance or duration of communication. Long- distance phone conversations are forms of communication that allow users to exchange voice messages over phone lines or cellular networks across different geographic regions or countries. Long-distance phone conversations costs are usually based on distance and duration of communication as well as carrier rates or taxes. References: https://www.genesys.com/glossary/instant-messaging https://www.genesys.com/glossary/long-distance-phone-conversation

Correct Answer: A

Explanation: The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license

corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type.

References: https://help.mypurecloud.com/articles/about- licenses/

https://help.mypurecloud.com/articles/assign-licenses-to-users/

Correct Answer: B

Explanation: 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:

Availability

Productivity

Quality

Conduct

Satisfaction

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:

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.

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.

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.

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.

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.

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.

References: https://help.mypurecloud.com/articles/performance-dashboards-overview/

https://help.mypurecloud.com/articles/agents-performance-views-overview/

https://help.mypurecloud.com/articles/agent-status-overview/

Correct Answer: CE

Explanation: Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as: Building address Number of floors Location contact information Emergency number Time zone Language Currency To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References: https://help.mypurecloud.com/articles/location- overview/ https://help.mypurecloud.com/articles/add-a-location/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/

Correct Answer: C

Explanation: Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud

CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or

teams within an organization and assign different roles and permissions to each division.

References: https://help.mypurecloud.com/glossary/division/

https://help.mypurecloud.com/articles/about-divisions/