GCX-ARC Genesys Cloud CX: Architect Certification Questions and Answers

Hours

Minutes

Seconds

Milliseconds

Microseconds

70

90

95

98

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

The after call work time for each media type

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

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

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

Use an outbound campaign to promote the product.

Use the directory feature for advertising the product.

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

Use the data tables feature for advertising the product.

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

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

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

Queues match agents to an appropriate interaction using ACD

Looks for the first available agent and ignores any skill requirements

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

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