Genesys Cloud Certified Professional – Administrator — Question 11

Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

Answer options

• A. Update the Do Not Call list with records that have the appropriate wrap-up code
• B. Determine how many evaluations per hour to assign to a quality evaluator
• C. Set up a schedule to run a daily report
• D. Automatically assign an evaluation for all calls over 5 minutes
• E. Determine how long to retain recordings and whether to archive or delete them

Correct answer: B, D, E

Explanation

The correct answers, B, D, and E, represent actions that can be standardized as policies to enhance efficiency in quality management. Option A involves updating records, which is more operational than a policy, while option C is about scheduling reports rather than defining quality management parameters.