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NEW QUESTION # 15
Select the types of scheduling available in Genesys Cloud. (Choose two.)
- A. Automated Scheduling
- B. Manual Scheduling
- C. Load based Scheduling
- D. All of the above
Answer: A,C
NEW QUESTION # 16
Select all the possible measurements for the selection timeout of every menu. (Choose two.)
- A. Seconds
- B. Microseconds
- C. Milliseconds
- D. Minutes
- E. Hours
Answer: A,D
NEW QUESTION # 17
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Scheduling
- B. Call Routing
- C. Architect
- D. Automatic Call Distribution
Answer: D
NEW QUESTION # 18
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. 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
- B. Matches the interaction to the first available agent who has all of the requested skills
- C. Looks for the first available agent and ignores any skill requirements
Answer: A
Explanation:
Explanation
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION # 19
Select all the required parameters for configuring the Salesforce data actions. (Choose three.)
- A. ARN Number
- B. Access ID
- C. Username
- D. Token
- E. Password
Answer: C,D,E
NEW QUESTION # 20
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. Dynamic Views
- C. All of the above
- D. Dashboards
Answer: B
NEW QUESTION # 21
What is the minimum value for the number of times to repeat a menu?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION # 22
Select the correct format for a literal string expression for the following sentence: He said, "I will schedule the meeting for the specific time zone with AM/PM settings".
- A. "He said, \' I will schedule the meeting for the specific time zone with AM \\ PM settings\'"
- B. "He said, /" I will schedule the meeting for the specific time zone with AM // PM settings/""
- C. He said, I will schedule the meeting for the specific time zone with AM \\ PM settings\
- D. "He said, \" I will schedule the meeting for the specific time zone with AM \\ PM settings\""
Answer: D
NEW QUESTION # 23
Architect supplies a built-in _______________ flow.
- A. Outbound Call
- B. Inbound Call
- C. In-Queue Call
- D. Secure Call
Answer: C
NEW QUESTION # 24
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 Estimated Wait Time
- C. Play Wait Time
- D. Approximate Wait Time
Answer: B
NEW QUESTION # 25
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. Disconnect
- B. Jump to Menu
- C. Decision
- D. Transfer to Flow
Answer: A
NEW QUESTION # 26
Arrange the listed schedule groups based on call flow priority.
1. Closed
2. Emergency
3. Open
4. Holiday
- A. 2,3,1,4
- B. 2,4,1,3
- C. 2,1,4,3
- D. 2,3,4,1
Answer: A
NEW QUESTION # 27
If you do not add an emergency flow, Genesys Cloud assumes the open flow to be the default emergency flow.
- A. True
- B. False
Answer: B
NEW QUESTION # 28
Select the percentage that indicates a High level in the flow size.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION # 29
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A. The number of different media types that an agent may handle simultaneously
- B. The after call work time for each media type
- C. The media types that can interrupt current interactions that an agent is handling
- D. The maximum capacity that an agent may handle simultaneously for each supported media type
- E. The length of time that an agent may spend on each media type
Answer: A,C,D
NEW QUESTION # 30
When you delete a flow, it removes only the current version of the flow.
- A. False
- B. True
Answer: B
NEW QUESTION # 31
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Schedules
- B. Campaign Management
- C. Scripts
- D. Outbound Campaigns
Answer: D
NEW QUESTION # 32
Select all the naming requirements for prompts. (Choose two.)
- A. A prompt name can contain letters, underscore, and numbers.
- B. A prompt name can begin with a numeric or special character.
- C. A prompt name can begin with a letter.
- D. A prompt name can contain spaces or special characters.
Answer: A,C
NEW QUESTION # 33
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- 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 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.
- C. 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.
- D. 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 ifperforming After Call Work.
Answer: B
NEW QUESTION # 34
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 the data tables feature for advertising 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 an outbound campaign to promote the product.
Answer: C,D
NEW QUESTION # 35
Select the correct naming convention for a bulk import prompt if the admin wants to create a user prompt named "Welcome" that adds the audio within the .wav file under the English (United States) (en-us) language.
- A. prompt user Welcome_en-us
- B. prompt user Welcome/en-us
- C. prompt_user_Welcome/en-us
- D. prompt_user_Welcome_en-us
Answer: D
NEW QUESTION # 36
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. False
- B. True
Answer: B
NEW QUESTION # 37
Why must you create queues for ACD functionality to work?
- A. Queues provide ACD with a means to determine the skill level requirement of an interaction
- B. Queues match agents to an appropriate interaction using ACD
- C. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- D. Queues are the waiting lines for interactions that are routed using ACD
Answer: B
NEW QUESTION # 38
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Genesys GCX-ARC (Genesys Cloud CX: Architect Certification) Certification Exam is designed to validate the skills and knowledge of professionals who work with the Genesys Cloud CX platform. GCX-ARC exam is ideal for architects, consultants, and engineers who are responsible for designing and implementing solutions that leverage the Genesys Cloud CX platform. GCX-ARC exam covers a wide range of topics, from understanding the fundamentals of the platform to best practices for designing and implementing solutions.
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