QUESTION: 13

Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

Architect
Automatic Call Distribution
Emergency Groups
Scheduling

Answer(s): B

Explanation:

Automatic Call Distribution (ACD) is the system within Genesys Cloud CX responsible for routing interactions (calls, messages, etc.) based on an algorithm that determines the best available agent for the interaction. ACD takes into account factors such as agent availability, skill sets, and proficiency ratings to ensure that interactions are handled by the most qualified agents, thereby optimizing customer service and efficiency.
ACD is a key component in contact centers, ensuring that customer interactions are managed effectively and that resources are used optimally.

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QUESTION: 14

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,C

Explanation:

The attributes Languages and Skills are essential in ensuring that interactions are routed to the most qualified agent in Genesys Cloud CX.
Languages: This attribute ensures that interactions are routed to agents who can communicate in the customer's preferred language, enhancing the customer experience by providing language- appropriate service.
Skills: This attribute ensures that the interaction is handled by an agent who has the necessary skills to resolve the customer's issue effectively. Skills might include technical expertise, product knowledge, or specific customer service abilities.
These attributes are crucial in ACD (Automatic Call Distribution) configurations, where the goal is to match customers with agents who are best equipped to meet their needs.

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QUESTION: 15

What are the default roles that permit you to edit scripts? (Choose two.)

PureCloud User
Outbound Admin
Script Designer
Master Admin
Outbound Agent

Answer(s): C,D

Explanation:

In Genesys Cloud CX, the permissions required to edit scripts are controlled by roles that include the necessary permissions for interacting with and modifying scripts. The Script Designer role (option C) is specifically created for individuals responsible for creating and editing scripts. It grants full access to the scripting interface and allows for script modifications. The Master Admin role (option D) also has broad permissions across the system, including editing and managing scripts, among other administrative tasks.
Reference to Genesys Cloud documentation indicate that other roles, like PureCloud User or Outbound Agent, do not have sufficient permissions to modify scripts. The Outbound Admin role manages outbound campaigns but does not include script editing by default.

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QUESTION: 16

You cannot schedule a callback for more than 30 days in advance.

True
False

Answer(s): B

Explanation:

In Genesys Cloud CX, you can schedule a callback for more than 30 days in advance. The platform allows flexibility in setting callback times, ensuring that customer interactions can be scheduled according to business needs, even if that requires scheduling far into the future. The statement that you cannot schedule a callback for more than 30 days in advance is false.

Reference:

Genesys Cloud CX Callback Feature Documentation.

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Free GCX-SCR Exam Braindumps (page: 4)

QUESTION: 13

Explanation:

QUESTION: 14

Explanation:

QUESTION: 15

Explanation:

QUESTION: 16

Explanation:

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