QUESTION: 9

Select the correct tab to add multiple pages to your script.

Answer(s): C

Explanation:

To add multiple pages to your script in Genesys Cloud CX, you would use the tab indicated as number

3 in the provided image. This tab provides access to the components and functionalities needed to manage and navigate between different pages within a script. This is essential for creating scripts with complex flows that require the user or agent to navigate through multiple stages or sections within a single interaction.

Reference:

Genesys Cloud CX Scripting Documentation.

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QUESTION: 10

You have just added 53 employees to Genesys Cloud CX, and one of them, Jonn Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?

Resend the invite.
Add John to Genesys Cloud CX again so that a new invitation will be generated.
Submit a ticket to Genesys Cloud CX support.
Tell John to be patient and wait for the email to arrive.

Answer(s): A

Explanation:

When a new user in Genesys Cloud CX, such as John Camper, does not receive the invitation email, the best course of action is to resend the invite. This option allows you to send the invitation email again without needing to create a new user or escalate the issue unnecessarily. Resending the invite is a straightforward process that can be performed directly from the Genesys Cloud CX admin interface. It ensures that John will receive the necessary instructions to activate his account and access Genesys Cloud CX features.
This action avoids duplication of users and unnecessary delays, providing a quick resolution to the issue.

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QUESTION: 11

By default, Line Recording is disabled.

True
False

Answer(s): A

Explanation:

By default, Line Recording is indeed disabled in Genesys Cloud CX. This default setting is designed to comply with various regulatory and privacy requirements, where recording communications without explicit consent or necessity could lead to legal issues. Administrators must manually enable Line Recording based on organizational needs and after ensuring that all necessary legal and compliance measures are in place.
Genesys Cloud CX allows detailed configurations for recording, including setting up policies that dictate when and how interactions are recorded, ensuring that only necessary communications are recorded and stored.

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QUESTION: 12

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

Looks for the first available agent and ignores any skill requirements.
Matches the interaction to the first available agent who has all of the requested skills.
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.

Answer(s): B

Explanation:

The Best Available Skills ACD evaluation method in Genesys Cloud CX is designed to match the interaction with the first available agent who possesses all the required skills for the interaction. This method ensures that interactions are handled by agents who are qualified to meet the customer's needs, improving service quality and efficiency.
This method is part of the broader ACD (Automatic Call Distribution) system, which routes calls based on various criteria, ensuring that customers are connected with the most suitable agents quickly.

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Free GCX-SCR Exam Braindumps (page: 3)

QUESTION: 9

Explanation:

Reference:

QUESTION: 10

Explanation:

QUESTION: 11

Explanation:

QUESTION: 12

Explanation: