GCX-WFM

GCX-WFM practice questions, page 2 of 3, with answer review and explanations.

Question 6

What is Alerting Timeout with respect to ACD Queue configuration?

  1. This is how long the interaction will alert an agent before disconnecting.
  2. The time an agent has to complete After Call Work.
  3. This is how long the interaction will want to resume before alerting the agent.
  4. Duration of time the interaction will alert before timing out and setting the agent’s status to Not Responding.

Question 7

Which of the following is NOT a feature of Genesys Cloud CX contact center?

  1. Human Capital Management
  2. Workforce Management
  3. Quality Management
  4. Automatic Call Distribution

Question 8

Which Genesys Cloud CX feature helps reduce wait time for each call?

  1. Automatic Call Distribution
  2. Workforce Management
  3. Skill-based Routing
  4. IVR

Question 9

Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

  1. Workgroups
  2. Rooms
  3. Groups
  4. Roles

Question 10

Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

  1. True
  2. False