Genesys Cloud CX Professional — Question 53

Policies automate repetitive quality management tasks.
Which of the following 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. Specify time sets as a matching criteria.
• 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 define policies for managing quality by setting criteria and automating evaluations. Option A and C involve operational tasks rather than policies; they do not establish rules or guidelines for quality management.