The user role that is required to perform the deployment and installation of the Genesys Cloud CX

organization is admin. The admin role grants full access to all features and functions within Genesys

Cloud CX, including organization settings, integrations, user management, etc. The admin role is also

required to activate licenses and subscriptions for Genesys Cloud CX. Reference:

https://help.mypurecloud.com/articles/admin-role/ https://help.mypurecloud.com/articles/activateyour-subscription-and-licenses/

When exporting data from views in Genesys Cloud CX, users have several format options. Among

these, PDF and CSV are commonly available choices for exporting data. PDF format is useful for

creating ready-to-share documents that preserve the layout and formatting of the view, while CSV

format is ideal for data manipulation and analysis in spreadsheet applications, allowing for further

data processing and insights.

Workspaces in Genesys Cloud CX are customizable environments that allow users to design and

personalize their own working area. Users can configure and store custom views, organize widgets

and tools according to their specific job functions, and save these configurations for future use. This

feature enhances productivity and efficiency by allowing users to tailor their environment to their

workflow and access the information they need more quickly and easily.

Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be

used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance,

information, or questions for the agents to use during an interaction. Scripts can also include

dynamic content, such as data actions, web pages, images, etc. Reference:

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

https://help.mypurecloud.com/articles/create-a-script/

Wrap-up codes and utilization are two options that can be configured when setting up a queue. A

queue is a logical grouping of agents who handle similar types of interactions, such as voice calls,

chats, emails, etc. A queue can have various options configured to define its behavior and

performance, such as:

Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate

the outcome or reason for the interaction.

Utilization is a percentage that indicates how much time an agent spends handling interactions

versus being available for new interactions.

Some other options that can be configured when setting up a queue are routing method, service

level target, maximum wait time, etc. Reference: https://help.mypurecloud.com/articles/aboutqueues/ https://help.mypurecloud.com/articles/create-and-configure-queues/

https://help.mypurecloud.com/glossary/wrap-up-code/

https://help.mypurecloud.com/glossary/utilization/

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. Reference: https://help.mypurecloud.com/articles/organization-id/

https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/

The following statements are true regarding the Genesys Cloud CX Edge appliance:

It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX,

and third-party systems.

It provides core telephony services such as call control, call recording, call quality monitoring, etc.

It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

The following statements are false regarding the Genesys Cloud CX Edge appliance:

It provides for the integration of Active Directory, SharePoint, and other third-party data.

It manages the Genesys Cloud CX platform services.

The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony

infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local

network and Genesys Cloud CX data centers. Reference:

https://help.mypurecloud.com/articles/about-edge-devices/

https://help.mypurecloud.com/articles/edge-device-overview/

:

Reference: https://help.mypurecloud.com/articles/skills-performanceview/#:~:text=The%20Skills%20Performance%20view%20displays,in%20one%20or%20multiple%20q

ueues

The Skills Performance view helps supervisors analyze performance issues with a specific skill in one

or more queues. It shows metrics such as service level, average speed of answer, average handle

time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need

more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performanceview/

Reference: https://help.mypurecloud.com/articles/profiles/

It is essential to have employees complete their profile information because searches performed in

the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can

contain various types of information about people in the organization, such as name, title,

department, location, skills, biography, etc. These information can help users find and connect with

other users within Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/aboutprofiles/ https://help.mypurecloud.com/articles/search-for-people/