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
C. Genesys Cloud CX Architect
D. Genesys Cloud CX Reporting and Analytics

Question

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...

Ed · Answer

Para gerenciar os horários dos agentes de forma mais fácil e automatizada, a melhor opção entre as alternativas apresentadas é a que se refere a uma funcionalidade específica para gerenciamento de força de trabalho.

Vamos analisar as opções:

A. **Genesys Cloud CX Workforce Management** - Esta é a ferramenta projetada especificamente para gerenciar escalas de trabalho, incluindo horários, folgas e outras atividades dos agentes. É a opção mais adequada para substituir e automatizar a planilha.

B. **Genesys Cloud CX API** - Embora as APIs possam ser usadas para integrar e automatizar processos, elas não são uma solução específica para gerenciamento de horários.

C. **Genesys Cloud CX Architect** - Esta ferramenta é mais voltada para a criação de fluxos de trabalho e automação de interações, não para gerenciamento de escalas.

D. **Genesys Cloud CX Reporting and Analytics** - Esta opção é focada em relatórios e análises de desempenho, não no gerenciamento de horários.

Portanto, a alternativa correta é: **A. Genesys Cloud CX Workforce Management**.

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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 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

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

Mais conteúdos dessa disciplina

Concursos

Genesys Cloud CX Developer GCX-GCD Exam Questions

Respostas

Ainda com dúvidas?

Essa pergunta também está no material:

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

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?A. Dialog boxesB. ScriptsC. Toast pop-upsD. IVR prompts

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

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