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Free GCX-SCR Exam Braindumps (page: 6)

Page 5 of 16
PDF with 60 Questions

Which action in a contact center allows agents to transfer interactions seamlessly without requiring them to remember the destination?

  1. Consult Transfer
  2. Invoke Secureflow
  3. Blind Transfer
  4. Schedule Callback

Answer(s): A

Explanation:

The Consult Transfer action in a contact center allows agents to transfer interactions seamlessly without needing to remember the destination. This type of transfer allows the agent to consult with the destination party before completing the transfer, ensuring that the interaction is handled smoothly and that the receiving party is fully informed. This feature is particularly useful in complex customer service scenarios where context needs to be preserved during the transfer.


Reference:

Genesys Cloud CX Interaction Management Documentation.



What property should you enable for a variable whose value is to be saved to external storage?

  1. Custom
  2. Input
  3. Output
  4. External

Answer(s): C

Explanation:

When you want to save a variable's value to external storage in Genesys Cloud CX, you should enable the Output property for that variable. The Output property designates that the value of the variable can be exported or sent out of the current script, which is necessary for saving data to external systems like a CRM or database.
This setting is crucial for ensuring that data collected or processed in the script is correctly passed on to other systems for further use.


Reference:

Genesys Cloud CX Scripting Variables Documentation.



You are a contact center administrator and are required to create a script to allow agents to write data to an external CRM. Select the correct sequence.
1. Create a Script.
2. Configure the CRM integration in Genesys Cloud CX.
3. Give necessary permission to agents to view and execute data actions.
4. Configure the respective data action of the configured CRM in Scripts.
5. Enable the Data Actions property in the script.

  1. 2,3,4,1,5
  2. 2,1,5,4,3
  3. 1,2,5,3,4
  4. 5,4,2,3,1

Answer(s): B

Explanation:

To create a script that allows agents to write data to an external CRM, the correct sequence of steps is as follows:
Configure the CRM integration in Genesys Cloud CX: Before any scripting can take place, the CRM must be integrated with Genesys Cloud CX. This integration setup is the foundation that allows data to flow between the two systems.
Create a Script: Once the integration is configured, you can create a new script that will be used by agents to interact with the CRM.

Enable the Data Actions property in the script: This property must be enabled to allow the script to perform data actions, which include sending and receiving data from the CRM. Configure the respective data action of the configured CRM in Scripts: After enabling Data Actions, you must set up the specific actions that will interact with the CRM, such as writing data to a contact record.
Give necessary permission to agents to view and execute data actions: Finally, you must ensure that agents have the appropriate permissions to execute these data actions, which may involve granting them specific roles or permissions in Genesys Cloud CX. This sequence ensures that all necessary configurations and permissions are in place before agents start interacting with the CRM through the script.


Reference:

Genesys Cloud CX Data Actions and Scripting Documentation.



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

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

Answer(s): B

Explanation:

The Predictive dialing mode in Genesys Cloud CX is designed to dial multiple contacts at once before an agent becomes available. This mode predicts when an agent will become available and starts dialing in advance to maximize agent talk time and minimize idle time. By calling multiple contacts simultaneously, it ensures that an agent is almost always engaged, improving campaign efficiency and throughput.
This dialing mode is particularly effective in large-scale outbound campaigns where maximizing contact rates and minimizing downtime is critical.






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