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Automatically creates the specified number of evaluations per time period for each agent listed in the matching criteria. Select the number of evaluations per time period, the time zone, evaluation form to use, specify the connected time and one or multiple evaluators. Genesys Cloud assigns evaluations evenly among the selected evaluators. A. Create Evaluations by Evaluator B. Create evaluations by agents C. Create Evaluations by Interactions D. Create calibration evaluations - Correct Answer B. Create evaluations by agents Automatically creates the specified number of evaluations per time period for each evaluator specified in the policy. You can specify a form, one or multiple evaluators, when to assign evaluations, and the number of evaluations per time interval that the policy assigns to the selected quality evaluators. A. Create Evaluations by Evaluator B. Create evaluations by agents C. Create Evaluations by Interactions D. Create calibration evaluations - Correct Answer A. Create Evaluations by Evaluator Automatically creates an evaluation for every matching interaction. You can specify a form and one or multiple evaluators. If multiple evaluators are specified, they will each be assigned the same set of interactions to evaluate. A. Create Evaluations by Evaluator B. Create evaluations by agents C. Create Evaluations by Interactions D. Create calibration evaluations - Correct Answer C. Create Evaluations by Interactions The __—__—card details the current week's and month's aggregate evaluation scores. You also have the option to customize the summary view by clicking the Settings icon. - Correct Answer Evaluation Summary The Evaluation Summary card details the current week's and month's aggregate evaluation scores. You also have the option to customize the summary view by clicking the ___ icon. - Correct Answer Settings The ____ card details the recent evaluations pending your review. A - Evaluation Due for Review B - Evaluation Summary - Correct Answer A - Evaluation Due for Review is a framework with a set of tools that organizations can use to ensure that their teams and individual contributors are delivering the customer experience with the expected quality and empathy. By evaluating and scoring conversations, a quality team can identify agents that deserve recognition, B. Quality administrators C. Quality evaluators - Correct Answer C. Quality evaluators are collections of phrases that indicate a business level intent. For example, if you want to identify interactions where the customer wants to cancel a service, create a topic named Cancellation and include several phrases, such as "close out my account" or "I wish to cancel." A. Conditions B. Topics C. Subjects - Correct Answer B. Topics A topic cannot be used in more than one evaluation assistance condition. True or False? - Correct Answer True When you delete a topic, the condition that includes the deleted topic is no longer valid. True or False? - Correct Answer True You cannot assign a form to quality evaluators until you publish the form. The Publish Form button is not available until you click Save. True or False? - Correct Answer True To move a question group, all of its answers must be complete. True or False? - Correct Answer True A question requires the respondent to select one of only two possible answers. a. range b. critical c. fatal - Correct Answer b. critical A question prompts the respondent to select a single numeric answer, for example, to rank agent performance from 1 to 5. a. range b. critical c. fatal - Correct Answer a. range You can edit any saved evaluation form, but you cannot edit a published evaluation form. True or False? - Correct Answer True If you edit an evaluation with Scaled Scoring off enabled and you turn it back on, previous weight values are restored. If no previous weight values exist, all weights are setto A-0 B-N/A C - 1 - Correct Answer C - 1 A. Policies B. Rules C. Conditions - Correct Answer A. Policies Policies generate quality management evaluations for interactions that took place prior to enabling the policy. True or False? - Correct Answer False Policies only apply to interactions that happen after you enable the policy. True or False? - Correct Answer True When a policy has an action to Create Evaluations by Evaluator, Create Evaluations by Interactions, or Create Calibration Evaluations, the policy selects agent connected to the interaction as the agent to be evaluated. A. the first B. a random C. the last - Correct Answer A. the first When a policy creates an evaluation for Create Evaluations by Agents, the policy selects ___ agent that participated in the interaction that meets the specified users, queues, or teams matching criteria. The policy does not select a user who was a monitor or coach. A. the first B. arandom C. the last - Correct Answer C. the last When there are overlapping policies, and a policy retains a recording for longer than another, Genesys uses the policy that keeps the recording in the system for longer to prevent potential configuration issues. This applies to policies which retain a recording for an indefinite time and to policies where the date of deletion is further in the future. True or False? - Correct Answer True If you select , you must select one or more users or teams in the matching criteria. A. Create Evaluations by Evaluator B. Create evaluations by agents C. Create Evaluations by Interactions - Correct Answer B. Create evaluations by agents Genesys Cloud records internal calls within your organization. True or False? - Correct Answer False Genesys Cloud does not record within your organization Policies are automatically modified when an agent, queue, or wrap-up code is deleted. True or False? - Correct Answer False The actions to perform on screen recordings are only performed by the policy that initiates the screen recording. True or False? - Correct Answer True You can choose to create up to the maximum number of evaluations per agent per time period. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete. The maximum number of evaluations that you can create per agent per time interval per Day is : A. 30 B. 700 C. 50 - Correct Answer C. 50 You can choose to create up to the maximum number of evaluations per agent per time period. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete. The maximum number of evaluations that you can create per agent per time interval per Month is i A. 500 B. 175 C. 700 - Correct Answer C. 700 You can choose to create up to the maximum number of evaluations per agent per time period. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete. The maximum number of evaluations that you can create per agent per time interval per Week is : Al2TS B. 700 C. 175 - Correct Answer C. 175 A policy creates an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction. True or False? - Correct Answer True Automatically creates a calibration evaluation for every matching interaction. A. Create Evaluations by Evaluator B. Create evaluations by agents C. Create Evaluations by Interactions D. Create calibration evaluations - Correct Answer D. Create calibration evaluations If you set specific users, specific work teams, specific queues, or specific wrap up codes in the Matching criteria, they resultasa__. A. general B. specific C. match A. insecure pause B. secure pause C. masked pause D. secure mask - Correct Answer B. secure pause You can create a maximum of __ evaluations to an agent within a 24-hour interval. Genesys Cloud displays a message if you reach the daily limit and you try to manually create an evaluation on the interaction page. A. 50 B. 100 C. 20 D. 15 - Correct Answer A. 50 In case of the quality evaluation score metric, if an evaluator rescores the metric after __ days, Genesys Cloud ignores the rescore and does not adjust the gamification points. A.4 B.5 C.6 D. 7 - Correct Answer C. 6 When you rescore an evaluation, the original score disappears. True or False? - Correct Answer True Only the new score remains visible. If you save but do not submit a rescore, the evaluation remains unreleased. True or False? - Correct Answer True The evaluation remains unreleased if you just saved it. Genesys Cloud removes the points given for that specific evaluation. A allows you to compare scores on evaluations that you selected for calibration in a central location. A. evaluation B. incubation C. calibration D. coaching - Correct Answer C. calibration When using asupported__—_—_—C, the system automatically answers your phone, enabling the monitoring and coaching session. A. SIP phone B. remote number - Correct Answer A. SIP phone When usinga__—_—_—soor any phone provisioned externally to Genesys Cloud, the phone rings and requires you to pick up to start the session. A. SIP phone B. remote number - Correct Answer B. remote number True or False? - Correct Answer False Genesys Cloud DOES NOT notify the agent or customer that you are monitoring them. You can choose to monitor either the internal (agent) or external (customer) participant. True or False? - Correct Answer True To monitor a call, your status must be setto ___. A. Unavailable B. Available C. Offline D. Busy - Correct Answer B. Available Genesys Cloud allows one coaching session at a time for an agent on a call. True or False? - Correct Answer True You cannot switch between monitoring and coaching on the same interaction. True or False? - Correct Answer False You can switch between monitoring and coaching on the same interaction. If recording segment access control is applied when viewing the Interaction details, you can only view and add annotations to recording segments that you have access to. True or False? - Correct Answer True You can edit or delete annotations from the user interface. True or False? - Correct Answer False You cannot edit or delete annotations from the user interface. The dispute timeframe per evaluation defines how many days the evaluator has to review the dispute. Currently the timeframe is __ days. A.15 B. 45 C. 5 - Correct Answer B. 45 The maximum number of disputes allowed for an evaluation is __. A. 15 B. 45 C. 5 - Correct Answer C. 5 Agents who do not agree with an evaluation can open a dispute within __ days. After that period, agents cannot open a dispute. 
