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Free Genesys GCX-GCD Exam Questions (page: 6)

Page 4 of 20
PDF with 76 Questions

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

Answer(s): B



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?

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

Answer(s): A



Which of the following statements defines a fatal question in an Evaluation Form?

  1. Fatal questions are weighted higher than non-fatal questions.
  2. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
  3. Fatal questions are critical questions If scored No the agent will be removed from the queue.
  4. Fatal questions are the same as critical questions.

Answer(s): B



Which dialing mode dials multiple contacts once an agent becomes available?

  1. Power
  2. Predictive
  3. Progressive
  4. Agentless

Answer(s): B



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