Exam (elaborations) CCP - Introduction to Genesys Cloud CX

8/4/25, 9:59 AM CCP: Genesys Cloud CX Contact Center




CCP - Introduction to Genesys Cloud CX TEST BANK FINAL
EXAM QUESTIONS AND ACCURATE DETAILED
ANSWERS \VERIFIED ANSWERS \ ASSURED PASS
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Which one of the following 2. ACD
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

Scripts
4.

What Genesys Cloud CX 1. Architect
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?
What Genesys Cloud CX Quality Management
Contact Center feature
provides a process for
evaluating an Agent's
performance with a
customer?
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, 8/4/25, 9:56 AM CCP - Introduction to Genesys Cloud CX


Which Genesys Cloud CX Genesys Cloud 1
Licenses, at minimum, is
required for access to the
speech-enabled IVR
feature?
Which Genesys Cloud CX Genesys Cloud CX 2
License, at minimum, is
required for access to
Advanced Outbound
Campaigns?
Which Genesys Cloud CX Genesys Cloud CX 3
License, at minimum, is
required for access to
Inbound messaging
(WhatsApp, Facebook
Messaging, Twitter Direct
Message, Line)?
1. Standard ACD

What 3 types of call routing
2. Bullseye
are used by Genesys
Cloud CX? 3. Preferred
(Def.) Agent with the longest Disregard skills, next agent
time since last ACD
interaction gets the
incoming
interaction
(Def.) Only considers agents All skills matching
who have all of the
required skills
(Def) Agent with the highest Best available skills
proficiency of skills
Wrap-up codes can be Queues
allocated to
__________?
A max is set for ACW completion. New Interactions can
(Def.) ACW - Mandatory,
Time-boxed be received upon wrap-up code entry.
(Def.) ACW - Mandatory, Max set for ACW completion. New interactions allowed upon time
time-boxed, no early exit expiration only.
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