Free Genesys GCX-GCD Exam Questions (page: 3)

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

  1. True
  2. False

Answer(s): A



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

Answer(s): A



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

Answer(s): B



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.

Answer(s): C






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