GCX-SCR

GCX-SCR practice questions, page 3 of 5, with answer review and explanations.

Question 11

By default, Line Recording is disabled.

  1. True
  2. False

Question 12

Which of the following best defines the ACD evaluation method Best Available Skills?

  1. Looks for the first available agent and ignores any skill requirements.
  2. Matches the interaction to the first available agent who has all of the requested skills.
  3. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills.

Question 13

Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

  1. Architect
  2. Automatic Call Distribution
  3. Emergency Groups
  4. Scheduling

Question 14

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 15

What are the default roles that permit you to edit scripts? (Choose two.)

  1. PureCloud User
  2. Outbound Admin
  3. Script Designer
  4. Master Admin
  5. Outbound Agent