CCP: Genesys Cloud CX Contact Center Exam Questions with 100% Correct Answers Latest Graded A+

CCP: Genesys Cloud CX Contact Center Exam Questions with 100%
Correct Answers Latest Graded A+


Question:
Which one of the following Genesys Cloud CX Contact Center features is most useful in getting a
customer to the proper agent in the shortest amount of time? 1. Workforce Management 2. ACD 3.
Quality Management 4. Scripts
Answer:
2. ACD


Question:
What Genesys Cloud CX Contact Center features is used to set up a flow that prompts incoming
customer calls to press a number in order to access a specific person or department?
Answer:
1. Architect


Question:
What Genesys Cloud CX Contact Center feature provides a process for evaluating an Agent's
performance with a customer?
Answer:
Quality Management


Question:
Which Genesys Cloud CX Licenses, at minimum, is required for access to the speech-enabled IVR
feature?
Answer:
Genesys Cloud 1


Question:
Which Genesys Cloud CX License, at minimum, is required for access to Advanced Outbound
Campaigns?
Answer:
Genesys Cloud CX 2

,Question:
Which Genesys Cloud CX License, at minimum, is required for access to Inbound messaging
(WhatsApp, Facebook Messaging, Twitter Direct Message, Line)?
Answer:
Genesys Cloud CX 3


Question:
What 3 types of call routing are used by Genesys Cloud CX?
Answer:
1. Standard ACD


Question:
2. Bullseye 3. Preferred (Def.) Agent with the longest time since last ACD interaction gets the
incoming interaction
Answer:
Disregard skills, next agent


Question:
(Def.) Only considers agents who have all of the required skills
Answer:
All skills matching


Question:
(Def) Agent with the highest proficiency of skills
Answer:
Best available skills


Question:
Wrap-up codes can be allocated to ?
Answer:
Queues

, Question:
(Def.) ACW - Mandatory, Time-boxed
Answer:
A max is set for ACW completion. New Interactions can be received upon wrap-up code entry.


Question:
(Def.) ACW - Mandatory, time-boxed, no early exit
Answer:
Max set for ACW completion. New interactions allowed upon time expiration only.


Question:
(Def.) ACW - Optional
Answer:
Agents can opt out of selecting a wrap-up code after a call.


Question:
(Def.) ACW - Mandatory, Discretionary
Answer:
Agents must enter a wrap-up code after a call, but can remain in ACW status


Question:
(T/F) Only a supervisor can activate/deactivate an agent from a queue
Answer:
False


Question:
(T/F) Genesys Cloud CX Architect is available to all agents by default
Answer:
False


Question:
Name one of the flow types supported by Genesys Architect CX