Reference: https://help.mypurecloud.com/glossary/criticalquestion/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of

%20an%20interaction

Critical questions are questions that have a significant impact on the quality of an interaction. If

answered “No”, critical questions will result in an evaluation score of zero for the interaction,

regardless of how other questions are answered. Critical questions are used to identify interactions

that fail to meet minimum quality standards. Reference:

https://help.mypurecloud.com/articles/create-an-evaluation-form/

https://help.mypurecloud.com/articles/evaluate-interactions/

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. Reference:

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/

Workspaces is a setting that allows you create a place for each group in your organization to upload,

organize, and share documents and files. Workspaces are secure storage areas that can be accessed

only by members of the group. You can create workspaces for different purposes, such as projects,

teams, departments, etc. Reference: https://help.mypurecloud.com/articles/about-workspaces/

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

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

Reference: 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/

Unused reports do not need to be disabled manually to prevent unnecessary load on the system.

Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This

feature helps optimize system performance and reduce resource consumption. You can re-enable

disabled reports at any time from the Reports page in Genesys Cloud CX Admin. Reference:

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

https://help.mypurecloud.com/articles/disable-and-enable-reports/

:

Number plan determines how many and which digits are necessary for call routing is a true

statement. A number plan is a telecommunication scheme that assigns telephone numbers to

subscribers and telephony endpoints in Genesys Cloud CX. A number 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 number plan can be added or modified based on the organizational requirements in Genesys Cloud

CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX. Reference:

https://help.mypurecloud.com/articles/number-plan-information/

https://help.mypurecloud.com/articles/add-number-plan/

https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/

:

Organizations with Communicate licenses in Genesys Cloud CX have the capability to set up basic

Interactive Voice Response (IVR) systems as part of their inbound call flows. This allows for the

creation of automated menus and routing options that can direct callers to the appropriate

department or information, enhancing the efficiency of call handling and improving the caller

experience.

You can add more than one outbound route to the contact center is a true statement. You can add

multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based

on your needs and p

. You can add different outbound routes for different classifications of

destination numbers, such as local, long distance, international, etc. You can also add different

outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You

can also add different outbound routes for different priorities or failover scenarios that you want to

implement for outgoing calls. Reference: https://help.mypurecloud.com/articles/add-an-outboundroute/ https://help.mypurecloud.com/articles/outbound-routes-overview/