CCP: Genesys Cloud CX Contact Center UPDATED ACTUAL Questions and
CORRECT Answers
1. Which one of the following Genesys Cloud 2. ACD
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
2. What Genesys Cloud CX Contact Center 1. Architect
features is used to set up a flow that
prompts incoming customer calls to press
a number in order to access a specific per-
son or department?
3. What Genesys Cloud CX Contact Center Quality Management
feature provides a process for evaluating
an Agent's performance with a customer?
4. Which Genesys Cloud CX Licenses, at Genesys Cloud 1
minimum, is required for access to the
speech-enabled IVR feature?
5. Which Genesys Cloud CX License, at min- Genesys Cloud CX 2
imum, is required for access to Advanced
Outbound Campaigns?
6. Which Genesys Cloud CX License, at min- Genesys Cloud CX 3
imum, is required for access to Inbound
, messaging (WhatsApp, Facebook Messag-
ing, Twitter Direct Message, Line)?
7. What 3 types of call routing are used by 1. Standard ACD
Genesys Cloud CX?
2. Bullseye
3. Preferred
8. (Def.) Agent with the longest time since last Disregard skills, next agent
ACD interaction gets the incoming interac-
tion
9. (Def.) Only considers agents who have all All skills matching
of the required skills
10. (Def) Agent with the highest proficiency of Best available skills
skills
11. Wrap-up codes can be allocated to Queues
?
12. (Def.) ACW - Mandatory, Time-boxed A max is set for ACW completion. New Inter-
actions can be received upon wrap-up code
entry.
13. (Def.) ACW - Mandatory, time-boxed, no Max set for ACW completion. New interac-
early exit tions allowed upon time expiration only.
14. (Def.) ACW - Optional Agents can opt out of selecting a wrap-up
code after a call.
15. (Def.) ACW - Mandatory, Discretionary Agents must enter a wrap-up code after a
call, but can remain in ACW status
CORRECT Answers
1. Which one of the following Genesys Cloud 2. ACD
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
2. What Genesys Cloud CX Contact Center 1. Architect
features is used to set up a flow that
prompts incoming customer calls to press
a number in order to access a specific per-
son or department?
3. What Genesys Cloud CX Contact Center Quality Management
feature provides a process for evaluating
an Agent's performance with a customer?
4. Which Genesys Cloud CX Licenses, at Genesys Cloud 1
minimum, is required for access to the
speech-enabled IVR feature?
5. Which Genesys Cloud CX License, at min- Genesys Cloud CX 2
imum, is required for access to Advanced
Outbound Campaigns?
6. Which Genesys Cloud CX License, at min- Genesys Cloud CX 3
imum, is required for access to Inbound
, messaging (WhatsApp, Facebook Messag-
ing, Twitter Direct Message, Line)?
7. What 3 types of call routing are used by 1. Standard ACD
Genesys Cloud CX?
2. Bullseye
3. Preferred
8. (Def.) Agent with the longest time since last Disregard skills, next agent
ACD interaction gets the incoming interac-
tion
9. (Def.) Only considers agents who have all All skills matching
of the required skills
10. (Def) Agent with the highest proficiency of Best available skills
skills
11. Wrap-up codes can be allocated to Queues
?
12. (Def.) ACW - Mandatory, Time-boxed A max is set for ACW completion. New Inter-
actions can be received upon wrap-up code
entry.
13. (Def.) ACW - Mandatory, time-boxed, no Max set for ACW completion. New interac-
early exit tions allowed upon time expiration only.
14. (Def.) ACW - Optional Agents can opt out of selecting a wrap-up
code after a call.
15. (Def.) ACW - Mandatory, Discretionary Agents must enter a wrap-up code after a
call, but can remain in ACW status
