A multinational financial services firm is implementing Genesys Cloud CX to consolidate its global support operations. The firm has three primary requirements: 1. **Data Sovereignty and Segregation**: Support operations in the European Union (EU) and North America (NA) must be logically separated. EU supervisors should only see EU agent and customer data, and NA supervisors should only see NA data. However, global administrators need oversight of the entire operation. 2. **Skill-Based Routing with Overflow**: Calls should first be routed to agents with both 'Tier 2 Support' and 'Product A Specialist' skills. If no such agent is available after 90 seconds, the 'Product A Specialist' skill requirement should be dropped, and the call should be routed to any available 'Tier 2 Support' agent. 3. **Integrated Reporting**: The firm requires a single dashboard view that compares key performance indicators (KPIs) like Average Handle Time (AHT) and First Contact Resolution (FCR) side-by-side for the EU and NA operations. Which combination of configurations best addresses all three of the firm's requirements?
GCP-GCX Free Sample Questions
Genesys Cloud Cx Certified Professional – Consolidated Practice TestA contact center administrator has created a new role named 'Quality_Evaluator' intended for team leads who need to review agent interactions. However, after assigning the role, the team leads report they cannot see the 'Quality' section in the main menu. The administrator has confirmed the role is active and correctly assigned. Which permission is most likely missing from the 'Quality_Evaluator' role?
A reporting analyst needs to investigate customer complaints about long hold times for a specific queue over the last month. They need to see a detailed, chronological list of every interaction that entered the queue, including how long it waited before being answered or abandoned. Which report or view is the most direct way to obtain this specific information?
An administrator is designing a secure Architect flow for handling credit card payments over the phone. Which of the following actions are essential best practices to ensure PCI DSS compliance within this flow? (Select TWO)
A contact center manager wants to ensure that if a high-value customer calls back within 24 hours, their call is routed to the same agent who handled their previous interaction, provided that agent is available. If the previous agent is not available, the call should follow standard skill-based routing. Which combination of features should be configured to achieve this?
True or False: When configuring a Data Action, it is mandatory to define both a request schema and a response schema, even if the external API endpoint does not require an input body or does not return a response body.
A contact center operations manager is analyzing agent performance data and notices a discrepancy. The 'Agent Performance Summary' view shows Agent A has a total handle time of 4 hours for the day. However, when the manager runs an 'Interaction Details' report for Agent A for the same period, the sum of the 'tHandle' metric for all interactions is 4 hours and 30 minutes. What is the most likely reason for this 30-minute difference?
An administrator is building an Architect flow to route customers based on their selected language. The IVR asks the caller to 'Press 1 for English' or 'Press 2 for Spanish'. The administrator wants to attach the selected language to the interaction before transferring it to a queue so that it can be routed to an agent with the corresponding language skill. Which of the following flow diagrams correctly implements this logic? ```mermaid flowchart TD A[Start] --> B{Collect Input 'language_choice'}; B --> |'1'| C[Set 'English' Language]; B --> |'2'| D[Set 'Spanish' Language]; C --> E[Transfer to ACD 'Support Queue']; D --> E; E --> F[End]; ```
When configuring an outbound dialing campaign, an administrator sets the dialing mode to 'Progressive'. What is the primary characteristic of this mode?
A manager is using the Queues Activity view to monitor real-time performance. They see a value of 85% for the 'Service Level' metric. What does this percentage represent?