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Genesys GCX-ARC - Genesys Cloud CX: Architect Certification

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Total 60 questions

Which definition matches the After Call Work option Optional?

A.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

B.

The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

C.

The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

D.

The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

If the system exceeds the maximum number of actions run per-flow invocation, the flow enters error handling. Which action is used for default error handling in this state if alternative actions are not configured?

A.

Decision

B.

Transfer to Flow

C.

Disconnect

D.

Jump to Menu

If you navigate away from the page without saving the Script, you will not lose any work you have completed.

A.

True

B.

False

You are creating an In-queue call flow and need to inform customers about the approximate time to connect to the agent. Select the correct action.

A.

Hold Music

B.

Play Wait Time

C.

Play Estimated Wait Time

D.

Approximate Wait Time

Why must you create queues for ACD functionality to work?

A.

Queues are the waiting lines for the agents who will be assigned interactions through ACD

B.

Queues provide ACD with a means to determine the skill level requirement of an interaction

C.

Queues are the waiting lines for interactions that are routed using ACD

D.

Queues match agents to an appropriate interaction using ACD

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

A.

Reports

B.

Performance>Agents

C.

Admin>Contact Center

D.

Admin>Quality

To route an incoming call based on the current time, _____ is the best method.

A.

Inbound call flow

B.

Scheduling

C.

Call route

D.

Callable time sets

Which of the Performance views shows real-time data with historical metrics to give you both short term and

long-term views?

A.

Reports

B.

Dashboards

C.

Dynamic Views

D.

All of the above