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Explanation
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.
References: https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/create-a-workspace/

Explanation
Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:
* Blank Script is an empty template that allows you to create a script from scratch.
* Default Callback Script is a template for scripts that handle callback interactions.
* Default Inbound Script is a template for scripts that handle inbound interactions.
* Default Outbound Script is a template for scripts that handle outbound interactions.
You can also create your own custom templates for scripts based on your needs. References:
https://help.mypurecloud.com/articles/create-a-script-template/
https://help.mypurecloud.com/articles/create-a-script-from-a-template/

Explanation
The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type. References: https://help.mypurecloud.com/articles/about-licenses/
https://help.mypurecloud.com/articles/assign-licenses-to-users/

Explanation
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. References: https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-device-overview/

Explanation
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Some true statements about reports are:
* 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 Abandon is an interaction that disconnects before an agent handles it. This means that the interaction
* was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:
* Abandon Count
* Abandon Rate
* Service Level
* Average Speed of Answer
* Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:
* Which users or queues to include
* Which media types to include
* What date range to report on
* When to run the report
Some false statements about reports are:
* Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:
* The interaction was transferred to voicemail after a timeout
* The interaction was transferred to another queue or resource group
* The interaction was handled by an IVR or a bot
* Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :
* Report name
* Report format
* Report frequency
* Report recipients
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/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando
https://help.mypurecloud.com/articles/edit-a-report/

Explanation
iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications.
Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more. References: https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/
https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/

Explanation
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. References: https://help.mypurecloud.com/glossary/trunk/
https://help.mypurecloud.com/articles/create-a-phone-trunk/
https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/

Explanation
Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction. References: https://help.mypurecloud.com/glossary/average-speed-of-answer/
https://help.mypurecloud.com/articles/queue-performance-summary-report/

Explanation
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/

Explanation
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/

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/