Genesys GCX-WFM Exam Questions

Question 6 of 59

What is Alerting Timeout with respect to ACD Queue configuration?

This is how long the interaction will alert an agent before disconnecting.

The time an agent has to complete After Call Work.

This is how long the interaction will want to resume before alerting the agent.

Duration of time the interaction will alert before timing out and setting the agent’s status to Not Responding.

Correct Answer: D

Question 7 of 59

Which of the following is NOT a feature of Genesys Cloud CX contact center?

Human Capital Management

Workforce Management

Quality Management

Automatic Call Distribution

Correct Answer: A

Question 8 of 59

Which Genesys Cloud CX feature helps reduce wait time for each call?

Automatic Call Distribution

Workforce Management

Skill-based Routing

IVR

Correct Answer: D

Question 9 of 59

Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

Workgroups

Rooms

Groups

Roles

Correct Answer: D

Question 10 of 59

Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

True

False

Correct Answer: A