QUESTION: 6

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

Languages
Medians
Skills
Index Ratings
Knowledge levels

Answer(s): A

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?

Account Codes
Wrap-up Codes
Resolution Codes
Status

Answer(s): B

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QUESTION: 8

Why are Divisions important in an organization?

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

Answer(s): C

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QUESTION: 9

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

Dialog boxes
Scripts
Toast pop-ups
IVR prompts

Answer(s): B

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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 otherevents 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?

Genesys Cloud CX Workforce Management
Genesys Cloud CX API
Genesys Cloud CX Architect
Genesys Cloud CX Reporting and Analytics

Answer(s): A

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Free Genesys GCX-GCD Exam Questions (page: 5)

QUESTION: 6

QUESTION: 7

QUESTION: 8

QUESTION: 9

QUESTION: 10

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