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CCP: Genesys Cloud CX Contact Center Exam 2024/2025 With 100% Correct Answers
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CCP: Genesys Cloud CX Contact Center Exam 2024/2025 With 100% Correct Answers
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CCP: Genesys Cloud CX Contact Center Exam 2024/2025 With 100%Correct Answers
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 - ✔✔2. ACD
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? - ✔✔1. Architect
What Genesys Cloud CX Contact Center feature provides a process for evaluating
an Agent's performance with a customer? - ✔✔Quality Management
Which Genesys Cloud CX Licenses, at minimum, is required for access to the
speech-enabled IVR feature? - ✔✔Genesys Cloud 1
Which Genesys Cloud CX License, at minimum, is required for access to Advanced
Outbound Campaigns? - ✔✔Genesys Cloud CX 2
, Which Genesys Cloud CX License, at minimum, is required for access to Inbound
messaging (WhatsApp, Facebook Messaging, Twitter Direct Message, Line)? -
✔✔Genesys Cloud CX 3
What 3 types of call routing are used by Genesys Cloud CX? - ✔✔1. Standard ACD
2. Bullseye
3. Preferred
(Def.) Agent with the longest time since last ACD interaction gets the incoming
interaction - ✔✔Disregard skills, next agent
(Def.) Only considers agents who have all of the required skills - ✔✔All skills
matching
(Def) Agent with the highest proficiency of skills - ✔✔Best available skills
Wrap-up codes can be allocated to __________? - ✔✔Queues
(Def.) ACW - Mandatory, Time-boxed - ✔✔A max is set for ACW completion. New
Interactions can be received upon wrap-up code entry.
(Def.) ACW - Mandatory, time-boxed, no early exit - ✔✔Max set for ACW
completion. New interactions allowed upon time expiration only.
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