PureCloud Core Professional (PCP)
Which component from the component toolbox adds a button to trigger an action?
(box with mouse inside symbol)
In the partnership that we share with our customers and partners, we both have our own responsibilities and some shared responsibilities. What responsibility is shared between us?
100% uptime
From the Management Unit interface you can select up to _______________ of historical data you will include to forecast the future staffing needs.
8 weeks
Which tab displays agent's metrics under the statistics block?
Active agents
Used to measure track shrinkage
Activity codes
How do you designate which Outputs will show up for configuration in a Call Bridge Action program?
Add the desired parameters in the Admin web services data dip connector configuration
To access the administration menu, you must be assigned to this role.
Admin
Element of ACD processing that allows the administrator to configure if agents handle multiple phone calls, emails, and/or text chats simultaneously.
Agent Utilization
Management units can...
Allow you to organize agents based on types of interactions they handle and help workforce managers create, manage and view schedules for a group as a single unit.
Select the best definition for call analysis response.
An edge process that analyzes a connection to determine if the call reached a live person, then it takes a specific action based on the result.
A script designer can develop a custom script for any conceivable type of inbound or outbound call. For example, an inbound script can use information passed to it from
Architect
Which of the following permissions allow you to use Architect to build a call flow?
Architect editor and Architect Administrator
Several members of the IOA team have been having an issue with the VOIP system. What would be the best first step to troubleshoot the issue?
Ask questions to isolate the problem as much as possible.
Provides a detailed record of the actions that are taken in documents.
Audit Trail
PureCloud WFM allows you to configure your service level goals based on which of these following options?
Average Speed to Answer (ASA) and Service level
Which metric represents the total interaction time divided by the number of working interactions?
Average talk
What script properties feature must be enabled to use a bridge connector action in a script?
Bridge
In the partnership that we share with our customers and partners, we both have our own responsibilities and some shared responsibilities. What is one of Interactive Intelligence's responsibilities in our partnership?
Bridge server and Edge appliance software.
What status prevents others initiating calls or video chats to you?
Busy (red)
This can be used to add multiple people to your organization.
CSV File
Amelia is searching for a group that Hunter started, called Adrenaline Junkies, but she can't find it. What could be the issue?
Check the settings under Preferences in the system menu.
Amelia keeps missing incoming chats because she is not being notified when a new chat arrives. What should she do to fix this issue?
Click the gear icon for the room to unmute the room.
Which step below is NOT needed for configuring an Edge appliance?
Configure the Edge connectors
These options are only available for a yes/no question.
Critical and fatal
Dashlets are the various displays of information found on the user's dashboard. Select the correct Contact Center Dashboard dashlet in the list.
Customers waiting
To allow external callers to directly dial Communicate users, what must be configured?
DID
What must also be configured on a Phone if Standalone Features is Enabled?
DID or Extension
What action is used to connect to a third-party data source through a web service from a PureCloud Architect task?
Data>Call Bridge Action
Identify three things that a script can do.
Display onscreen instructions to agents, display information from a contact list to an agent, displays fields for updating and collecting information from callers.
Persistent Connection audio path remains connected when the agent physically hangs up their phone.
False
T/F: Quality Administrator and Real-time Supervisor are two default roles that come with the Engage license.
False
The PureCloud web-based phone can be used with what browsers?
Firefox and Chrome
The custom action editor can be opened two ways.
From the sidebar
Allows users to download, edit, and upload content from anywhere.
Group workspace.
These are used to associate users who have common traits, like a skill, a manager, or a project.
Groups
Each template contains one or more visual components that you can insert into a script. Which one is not a visual component?
Hotspot
Hunter created a group chat room that Amelia would like to join. However, when she tries searching for it, she can't find it. What could be the issue?
Hunter created the group as a personal group.
Which of the following components can be used to trigger a Bridge.Bridge Action in a script?
Image, button, drop down
In the partnership that we share with our customers and partners, we both have our own responsibilities and some shared responsibilities. Which is one of the responsibilities in our partnership that belong to the customer?
Internet and PSTN connectivity
What format must the response from the web service to the connector be in?
JSON
The primary attribute PureCloud takes into consideration before assigned an agent to an interaction.
Language
Based on what you know up to this point, what would be the next best step to troubleshoot the issue?
Listen to a recording of a call with the audio issue.
These schedules use the scheduling engine to determine the best way to meet the needs in the forecast. The process uses the constraints that come from work plans and the agents in those work plans.
Load-based schedules
Once you've isolated the problem what would be the next step you would want to take?
Note the common network elements for the affected agents.
A grey ring around a user's picture in the Directory indicates what presence?
Offline
What verb is used in the http: request sent from the bridge connector to the web service?
POST
If all the network devices between and including the indicated checkpoints are configured correctly and functioning normally, what is a final troubleshooting step you can take?
Perform a packet capture at each endpoint.
Where would you configure the phone configuration in PureCloud for a physical phone?
Phone management
What do you create to help save time by automating repetitive tasks, such as assigning evaluations?
Policies
Real time adherence monitoring should be used to gauge the agent's schedule adherence against which of the following options?
Pre-determined goals
Fields on the profile interface and translations are managed on this screen.
Profile fields
Managing the encryption keys and calibration process are two of the many responsibilities of the...
Quality Admin
State in which interactions are waiting to be processed and routed.
Queue
What type of web service is required for use with the web services data dip connector?
REST
Provides the information about how an agent's schedule adherence impacts the contact center.
Real time adherence
Assigns rights and permissions to users.
Roles
The amount of time during a shift that an agent is or is not engaged in their assigned activity.
Schedule adherence
One reason why you should remove people from the directory when they leave the company.
Security
A percentage of interactions answered in a designated number of seconds.
Service level
When you lock your computer while running PureCloud desktop, what happens to your status?
Sets you to away (yellow)
Ensure interactions are routed to the most qualified agent.
Skills and language ratings.
Assigns an interaction to an agent who matches required skill and language identified by the customer in the IVR rather than routing to next available agent.
Skills routing
Any post made by a user on a social media service.
Social expression.
Only takes into account the order in which an interaction arrives and directs it to the first available agent.
Standard ACD routing
From the agent's schedule view, the agent is able to perform which of the following activities?
Submit a time off request, view their approved and pending time off requests, and cancel their eligible time off requests.
This feature allows users to easily find peers for collaboration.
Tags
Wrap-up codes indicate the outcome of an interaction; for example, a completed sale or dissatisfied customer. What does a wrap-up code mapping do?
Tells a campaign to perform certain actions based on the wrap-up code that has been assigned to a contact.
Hunter created a group chat and asked Amelia to join in, but she's having trouble. What could be the issue?
The group is set to Members only.
All actions in a rule are performed sequentially.
True
PureCloud voice numbers can be purchased and/or disconnected by accessing the PureCloud Voice Inventory.
True
T/F: Calibration scores do not count toward the agent's performance results and are excluded from overall group performance results.
True
T/F: One person can have significant impact on the contact center's ability to meet service levels.
True
T/F: Only an agent can cancel a time off request.
True
The time off processing engine places each time off request in a pending state until an admin/manager approves or denies the request.
True
The type of SIP trunk used to connect to an AudioCodes Mediant 2000 gateway is an External Trunk.
True
The web services data dip connector allows you to use a custom web services to send and retrieve data with a third party data source.
True
You cannot add a DID number that has already been assigned or overlaps an existing DID range.
True
What additional functionality does PureCloud Communicate bring to PureCloud Collaborate?
Unified Communications features, such as telephony, unified messaging, voice conferencing and auto-attendant.
What filters can you use to find specific interactions in the interactions dashboard?
User, date, queue, direction, wrap-up code, and evaluation data
Select the best definition of Workforce Management (WFM).
Workforce Management (WFM) refers to the art and science of putting the right person, with the right skills in the right place at the right time, to ensure quality customer interactions.
Used by organizations to account for the nature of an interaction.
Wrap-up codes
You should start each list with a unique identifier such as ?
account number
What are two types of prompts that Architect uses?
audio prompts and text-to-speech prompts
These schedules rely on the amount of time during a shift that an agent is or is not engaged in their assigned activity.
blank schedule
What are the primary tasks that you will perform within Architect?
build call flows and create and upload prompts
Can expand the agent selection pool if no agent with required language and skills is available within the configurable amount of time.
bullseye routing
When a call arrives for the agent, the script associated with the campaign populates the agent's display with information pertaining to the
call, the customer, and the campaign
The assigned days and range of times when contacts who fall within a particular time zone may be dialed.
callable times
Click on the area that you would select to add a participant to a call in progress.
down arrow
Click on the area that you would select to initiate transferring a call.
down arrow
Click on the area that you would select to mute yourself during a call.
microphone
Jill remembers reading something about service user credentials, but she can't remember where she would enter the service credentials for a Bridge server. Where would she enter them?
on the Bridge Server Configuration in the admin user interface.
Click on the area that you would select to place a call on hold.
pause button
Jill sent an invite email to a new employee, but the employee didn't receive the email. Jill had him check his spam folder, but the invite email isn't there. What should Jill do now?
reset user's password
To display the current value of a variable in a script page, enclose the variable name inside ________ of curly brackets.
two sets
Select the different ways you can get prompts into an Architect resource library to use in a call flow?
upload pre-recorded prompts, import bulk prompts, type in TTS prompts, or record audio prompts from your browser.
