GCX-ARC

GCX-ARC practice questions, page 4 of 5, with answer review and explanations.

Question 16

You’ve configured the Direct Inward Dialing (DID) number provided by the telephone carrier for a new customer support flow in Genesys Cloud. What should you do next to ensure incoming calls route to the correct interaction flow?

  1. Assign the DID number to a default queue for routing calls.
  2. Configure an emergency flow to handle after-hours interactions.
  3. Map the DID number to the desired flow in the Call Routing section.
  4. Add the DID number to a schedule group for time-based routing.

Question 17

How do operating schedule groups determine call routing in Genesys Cloud?

  1. They allocate call queues based on availability.
  2. They assign agents to shifts automatically.
  3. They group operating schedules and route calls to corresponding flows.
  4. They prioritize inbound calls based on agent workload.

Question 18

What is the advantage of creating separate flows for working hours, closed hours, and holidays in Architect?

  1. It enables emergency routing during natural disasters.
  2. It avoids complex interaction paths by removing time variables.
  3. It synchronizes queues with schedule groups.

Question 19

You are designing an Inbound Call flow and want to reference the customer’s phone number for call routing decisions. Which default variable should you use to retrieve this information?

  1. Flow.CallerLanguage
  2. Task.CustomerPhoneNumber
  3. Call.Ani
  4. Flow.QueueName

Question 20

You are designing a customer support flow in Genesys Cloud Architect. Based on the customer’s input, the flow must dynamically select the appropriate language and calculate the correct callback number using stored data. Which tool should you use to enable this functionality?

  1. Configure static routing rules to set language and callback numbers.
  2. Use a predefined variable to store the default language and callback number.
  3. Use expressions to define conditions, perform calculations, and format customer input dynamically.
  4. Create separate interaction flows for each possible language and callback number.