Grátis: Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information? A. Dialog boxes B. Script...

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Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
A. Dialog boxes
B. Scripts
C. Toast pop-ups
D. IVR prompts

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há 4 meses

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Genesys Cloud CX Developer GCX-GCD Exam Questions

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Analisando as alternativas apresentadas para a pergunta sobre a funcionalidade do Genesys Cloud CX que apresenta informações do chamador a um agente e permite que o usuário atualize ou colete essas informações: A. Dialog boxes - Caixas de diálogo podem ser usadas para interações, mas não são especificamente projetadas para apresentar informações do chamador de forma contínua. B. Scripts - Os scripts são utilizados para guiar os agentes durante as interações, permitindo a coleta e atualização de informações, sendo a opção mais adequada para essa funcionalidade. C. Toast pop-ups - Pop-ups do tipo "toast" são notificações breves que aparecem na tela, mas não são adequadas para coletar ou atualizar informações de forma interativa. D. IVR prompts - Os prompts de IVR (Resposta de Voz Interativa) são usados para interações automatizadas com os chamadores, mas não são direcionados a agentes para atualização de informações. Portanto, a alternativa correta é: B. Scripts.

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Genesys Cloud CX Developer GCX-GCD Exam Questions

Mais perguntas desse material

Which Genesys Cloud CX feature helps reduce wait time for each call?
A. Automatic Call Distribution
B. Workforce Management
C. Skill-based Routing
D. IIVR

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
A. 80 calls must be answered every 20 seconds.
B. 80% of calls must be answered within 20 seconds.
C. 20 chats and calls must be answered in 80 seconds.
D. 20 chats and calls must be answered in 80 seconds.

A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls. What is the most likely reason for this?
A. The user may have deleted the icon.
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C. The user's phone is unplugged.
D. The Phone number is being used by a different user.

Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
A. True
B. False

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
A. Languages
B. Medians
C. Skills
D. Index Ratings
E. Knowledge levels

Why are Divisions important in an organization?
A. Divisions are used to divide interactions equally between 2 or more queues.
B. Divisions allow the organization to control which roles can be assigned to users.
C. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
D. Divisions define which users can be assigned to queues.

Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to manage these in an easier and more automated way. Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
A. Genesys Cloud CX Workforce Management
B. Genesys Cloud CX API
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Which of the following statements defines a fatal question in an Evaluation Form?
A. Fatal questions are weighted higher than non-fatal questions.
B. Fatal questions are critical questions. If scored "No", the evaluation score will be zero.
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D. Fatal questions are the same as critical questions.

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Genesys Cloud CX Developer GCX-GCD Exam Questions

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Genesys Cloud CX Developer GCX-GCD Exam Questions

Which Genesys Cloud CX feature helps reduce wait time for each call?A. Automatic Call DistributionB. Workforce ManagementC. Skill-based RoutingD. IIVR

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?A. 80 calls must be answered every 20 seconds.B. 80% of calls must be answered within 20 seconds.C. 20 chats and calls must be answered in 80 seconds.D. 20 chats and calls must be answered in 80 seconds.

Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.A. TrueB. False

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)A. LanguagesB. MediansC. SkillsD. Index RatingsE. Knowledge levels

Mais conteúdos dessa disciplina

Which Genesys Cloud CX feature helps reduce wait time for each call?
A. Automatic Call Distribution
B. Workforce Management
C. Skill-based Routing
D. IIVR

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
A. 80 calls must be answered every 20 seconds.
B. 80% of calls must be answered within 20 seconds.
C. 20 chats and calls must be answered in 80 seconds.
D. 20 chats and calls must be answered in 80 seconds.

Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
A. True
B. False

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
A. Languages
B. Medians
C. Skills
D. Index Ratings
E. Knowledge levels