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In Genesys Cloud, the ACD system ranks the interaction based on time. Genesys Cloud routes the interaction based on first-in, first-out (FIFO) algorithm. Use the priority option to provide an increase to time used by ACD for assignment consideration. You can configure the priority literal or expression mode.True/False
The global settings of Flow are organized into the following sections ( Select all the answers that apply)A. ActionsB. Event HandlingC. MenusD. TasksE. Supported La nouagesF. Speech Recognition
The secure flow ensures your interaction is not recorded anywhere, even when the agent is isolated from the interaction for that momen; You can initiate a secure flow in two ways: agent-initiated session and agentless session.TrueFalse
If you are a PCI-compliant Genesys Cloud organization and have the Payment Card Industry Data Security Standard (PCI DSS) setting enabled, Genesys Cloud disables the Media Capture and Protocol Capture settings.True/False
When the interaction goes through the secure flow, the manager cannot monitor the call, but the agent is still reserved for the call.True/False
Select all the available methods for an error handling event. (Choose four options)A. Jump to Reusable Task.B. Transfer to QueueC. Transfer to flowD. Transfer to UserE. Transfer to ACDF. Jump to MenuG. Disconnect
Using the _____ block, you can map the variables used in scripts with the call flow.A. Set Screen PopB. Call Data ActionC. Call bridge ActionD. Update Data
On Genesys Cloud, you can use your own domain name to send and receive emails or use the mypurecloud.com domain name. You must configure the email address in A. Admin > Account Settings > Organization Settings > Email B. Admin > Account Settings > Email C. Admin > Contact Center > Email
True or False: In Architect, you can move data between call flows.A. TrueB. False
The _____ decision block is used to set multiple cases based on one condition.A. Decision ActionB. Logical ActionC. Switch ActionD. Branch Action
True or False: You can use .mp3 files for the audio prompts in Architect.A. TrueB. False
Transfer Options1. Transfer to ACD2. Transfer to user3. Transfer to number4. Transfer to group5. Transfer to flow6. Transfer to secure flow7. Transfer to voicemail
The most efficient way to route the incoming call based on the time is to _____A. Use default system time in a decision boxB. Use scheduleC. Use schedule groupsD. Use data tables
Optionally, you can transfer the voicemail directly to the agent or agent group.True/false
To set the number of languages to use in the call flow, navigate to_____.A. Settings > Default Menu > Preferred LanguagesB. Correctly unselectedC. Settings > Preferred LanguagesD. Correctly unselectedE. Settings > Default Menu > Supported languagesF. Correctly unselectedG. Settings > Supported Languages
In the Hold Music field, you can set as literal and use user prompts. You can choose to play either the whole prompt or have a time limit for the prompt. Use Play Style to configure prompt duration.True/false
True or False: For a call flow, when you utilize more than 90% of the maximum size allowed, you can't publish the call flow.A. TrueB. False
"Quel est le phénomène étudié dans l'approche 'biais et heuristiques' et les 'nudges'?<br>Les biais de confirmation<br>Les biais cognitifs<br>Les biais de représentativité<br>Les biais de disponibilité"
"Conclusion de ces expériences?<br>Les résultats sont prévisibles<br>Les résultats sont variés<br>Les résultats sont contradictoires<br>Les résultats sont similaires"
"Qu'est-ce que le phénomène de cadrage?<br>L'influence des normes sociales sur les comportements<br>L'influence de la formulation d'un problème sur les choix qui en découlent<br>L'influence des émotions sur les décisions<br>L'influence de l'expérience passée sur les préférences"

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