Explanation
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc. References:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/

Explanation
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent. References:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/

Explanation
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/
https://help.mypurecloud.com/articles/create-a-feedback-email-group/
https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or-category/

Explanation
Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires. References:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/

Explanation
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:
* How many digits are required to dial a destination number
* Which digits are used to identify a country code, area code, or extension
* Which digits are used to access an outside line or an operator
* Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu .
Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/

Explanation
Grid, Text, Metric, and Chart are four available options for adding widgets to a performance dashboard. A widget is a component that displays data in a specific format on a performance dashboard. You can add different types of widgets to customize your dashboard and show the data that you need. The other available options for adding widgets are Agent Status and Web Content. References:
https://help.mypurecloud.com/articles/add-widgets-to-a-performance-dashboard/
https://help.mypurecloud.com/articles/widget-types/

Explanation
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
* Service level
* Abandon rate
* Average speed of answer
* Average handle time
* Interaction volume
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because:
* A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
* An interaction spends time in multiple queues
* An interaction abandons before an agent handles it
* An agent is a member of more than one queue
* An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
* Status
* Time in status
* Calls answered
* Average talk time
* Average ACW
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/agent-status-overview/

Explanation
Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are:
* Create a Site
* Create an Edge Group
* Associate the network interface
* Authenticate the Edge
* Configure the Edge Connectors
* Assign the Edge to a Site References: https://help.mypurecloud.com/articles/configure-an-edge-device/
* https://help.mypurecloud.com/articles/about-trunks/

Explanation
Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate your organization’s account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX window. References:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/

Explanation
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. References: https://help.mypurecloud.com/articles/about-number-plans/
https://help.mypurecloud.com/articles/create-a-number-plan/

Explanation
Multiple Choice, Yes/No, and Range are three question types available while creating an Evaluation Form in Genesys Cloud CX Quality Management. An Evaluation Form is a template that defines the structure and content of an evaluation. An Evaluation Form consists of various questions that assess different aspects of an agent interaction based on predefined criteria and scoring methods. You can use different types of questions to create an Evaluation Form based on your needs. The other available question types are Comment Box and Scored Comment Box. References: https://help.mypurecloud.com/articles/about-evaluation-forms/
https://help.mypurecloud.com/articles/create-an-evaluation-form/

Explanation
Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX.
Organization settings are various options that define the behavior and appearance of your organization’s account in Genesys Cloud CX. Organization settings include various features and functions, such as:
* Organization name
* Organization ID
* Time zone
* Language
* Currency
* Logo
To view the organization settings in 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/organization-settings-overview/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/