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NEW QUESTION # 22
Which of the following are valid response actions under Call Analysis Responses for Outbound Dialing?
(Choose three.)
- A. Transfer to Secure Flow
- B. Transfer
- C. Transfer to Flow
- D. Transfer to ACD Flow
- E. Hangup
- F. Transfer to Outbound Flow
Answer: A,B,D
NEW QUESTION # 23
Why must you create queues for ACD functionality to work?
- A. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- B. Queues are the waiting lines for interactions that are routed using ACD
- C. Queues provide ACD with a means to determine the skill level requirement of an interaction
- D. Queues match agents to an appropriate interaction using ACD
Answer: D
NEW QUESTION # 24
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Campaign Management
- B. Scripts
- C. Schedules
- D. Outbound Campaigns
Answer: D
NEW QUESTION # 25
Select the container that holds an audio message and/or text-to-speech pairings on a "per language"basis.
- A. IVR
- B. DTMF
- C. Flow
- D. Prompts
Answer: D
NEW QUESTION # 26
Which definition matches the After Call Work option Optional?
- 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 placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- C. 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 if performing After Call Work.
- D. 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.
Answer: B
NEW QUESTION # 27
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A. The after call work time for each media type
- B. The maximum capacity that an agent may handle simultaneously for each supported media type
- C. The number of different media types that an agent may handle simultaneously
- D. The length of time that an agent may spend on each media type
- E. The media types that can interrupt current interactions that an agent is handling
Answer: B,C,E
NEW QUESTION # 28
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. Decision
- B. Jump to Menu
- C. Transfer to Flow
- D. Disconnect
Answer: D
NEW QUESTION # 29
The interaction may not route properly if the default language skill is not selected.
- A. False
- B. True
Answer: B
NEW QUESTION # 30
Select all the sections available to configure the global settings for a newly created flow. (Choose five.)
- A. Supported Languages
- B. Prompts
- C. Dependencies
- D. Speech Recognition
- E. Data
- F. Actions
- G. Event Handling
- H. Menus
Answer: A,C,E,F,G
NEW QUESTION # 31
Architect supplies a built-in _______________ flow.
- A. Inbound Call
- B. Secure Call
- C. Outbound Call
- D. In-Queue Call
Answer: D
NEW QUESTION # 32
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 # 33
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Chrome
- B. Avant
- C. Safari
- D. Firefox
- E. Internet Explorer
- F. Opera
Answer: A,D
NEW QUESTION # 34
To route an incoming call based on the current time, _____ is the best method.
- A. Callable time sets
- B. Scheduling
- C. Call route
- D. Inbound call flow
Answer: C
NEW QUESTION # 35
Select the correct expression to create a date-time with the year 2020 for the third of may at 12:00 AM.
- A. MakeDateTime(2020,3,5)
- B. MakeDateTime(2020,5,3)
- C. MakeDateTime(5,3,2020)
- D. MakeDateTime(3,5,2020)
Answer: D
NEW QUESTION # 36
You are trying to create a new flow. Which option lists the correct sequence of steps?
1. Log on to Architect.
2. Click + Add to create a new flow.
3. In the Settings section, modify the settings and options as needed.
4. Select the type of flow.
5. Add the required tasks to the flow.
6. Add the required menu(s) to the flow.
7. Publish the flow.
8. Validate the flow.
- A. 1,4,3,2,6,5,8,7
- B. 1,4,2,3,6,5,8,7
- C. 1,4,2,3,6,5,7,8
- D. 1,3,2,4,6,5,8,7
Answer: B
NEW QUESTION # 37
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Status
- B. Wrap-up Codes
- C. Resolution Codes
- D. Account Codes
Answer: B
NEW QUESTION # 38
Which type of call flow is used to create the call route that routes the incoming call to the respective ACD queue based on the customer's response?
- A. Inbound Call Flow
- B. In-queue Call Flow
- C. Outbound Call Flow
- D. Secure Call Flow
Answer: A
NEW QUESTION # 39
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 placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- C. 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.
- D. 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.
Answer: D
NEW QUESTION # 40
What is the correct term for the setting that determines how long a caller can pause between entering digits in the IVR?
- A. No Entry Timeout
- B. Timeout
- C. Menu Selection Timeout
- D. Inter-Digit Timeout
Answer: D
NEW QUESTION # 41
Arrange the listed schedule groups based on call flow priority.
1. Closed
2. Emergency
3. Open
4. Holiday
- A. 2,3,1,4
- B. 2,3,4,1
- C. 2,4,1,3
- D. 2,1,4,3
Answer: A
NEW QUESTION # 42
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: A
NEW QUESTION # 43
Which function is used as part of the decision to route to a different location based on the domain of the sender's email address?
- A. EmailAddressDomainPart()
- B. MakeEmailAddress()
- C. EmailAddressLocalPart()
- D. EmailAddressDomain()
Answer: A
NEW QUESTION # 44
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Language
- B. Skills
- C. Queue
- D. Roles
Answer: A,B
NEW QUESTION # 45
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
Answer: C
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 # 46
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The Genesys GCX-ARC or Genesys Cloud CX: Architect Certification exam is an industry-recognized certification program that focuses on the latest cloud contact center technologies and best practices. This certification is designed for IT professionals who want to enhance their skills and knowledge in the contact center industry. The certification program is comprehensive and covers a wide range of topics that are essential for IT professionals who are responsible for designing, implementing, and managing cloud contact center solutions.
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