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Genesys GCX-ARC - Genesys Cloud CX: Architect Certification

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Total 60 questions

Architect supplies a built-in _______________ flow.

A.

Secure Call

B.

Inbound Call

C.

In-Queue Call

D.

Outbound Call

Arrange the listed schedule groups based on call flow priority.

1. Closed

2. Emergency

3. Open

4. Holiday

A.

2,3,4,1

B.

2,4,1,3

C.

2,3,1,4

D.

2,1,4,3

The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

A.

The maximum capacity that an agent may handle simultaneously for each supported media type

B.

The after call work time for each media type

C.

The length of time that an agent may spend on each media type

D.

The number of different media types that an agent may handle simultaneously

E.

The media types that can interrupt current interactions that an agent is handling

Which definition matches the ACD Evaluation Method Best Available Skills?

A.

Looks for the first available agent and ignores any skill requirements

B.

Matches the interaction to the first available agent who has all of the requested skills

C.

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

When you delete a flow, it removes only the current version of the flow.

A.

True

B.

False

Changes in system prompts will take effect within a couple of minutes, whereas changes to user prompts may take up to an hour to take effect.

A.

True

B.

False

Select the correct expression to create a date-time with the year 2020 for the third of may at 12:00 AM.

A.

MakeDateTime(2020,5,3)

B.

MakeDateTime(2020,3,5)

C.

MakeDateTime(5,3,2020)

D.

MakeDateTime(3,5,2020)

You are the administrator of a contact center and assigned to advertise an upcoming product to your customers. Choose all the correct options for this scenario. (Choose two.)

A.

Use an outbound campaign to promote the product.

B.

Use the directory feature for advertising the product.

C.

Use the prompt feature to play the product details every time customer dials your contact center.

D.

Use the data tables feature for advertising the product.

Which of the below features get disabled automatically when the Payment Card Industry Data Security Standard (PCI DSS) setting gets enabled? (Choose two.)

A.

Media Capture

B.

IVR Capture

C.

QoS Capture

D.

Protocol Capture

Which of the following feature is used to test the created flow before it goes live?

A.

Validate

B.

Publish

C.

Test

D.

Debug