GCX-GCD

GCX-GCD practice questions, page 2 of 6, with answer review and explanations.

Question 6

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

  1. Languages
  2. Medians
  3. Skills
  4. Index Ratings
  5. Knowledge levels

Question 7

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud CX to provide this functionality?

  1. Account Codes
  2. Wrap-up Codes
  3. Resolution Codes
  4. Status

Question 8

Why are Divisions important in an organization?

  1. Divisions are used to divide interactions equally between 2 or more queues.
  2. Divisions allow the organization to control which roles can be assigned to users.
  3. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
  4. Divisions define which users can be assigned to queues.

Question 9

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

  1. Dialog boxes
  2. Scripts
  3. Toast pop-ups
  4. IVR prompts

Question 10

Currently, you manage all agents’ schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue You would like to manage these in an easier and more automated way. Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?

  1. Genesys Cloud CX Workforce Management
  2. Genesys Cloud CX API
  3. Genesys Cloud CX Architect
  4. Genesys Cloud CX Reporting and Analytics