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Exam GCP-GCX topic 1 question 60 discussion

Actual exam question from Genesys's GCP-GCX
Question #: 60
Topic #: 1
[All GCP-GCX Questions]

Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)

  • A. Language skills
  • B. Additional attribute ratings
  • C. ACD skills
  • D. Time since last ACD interaction
  • E. Staffing requirements
Show Suggested Answer Hide Answer
Suggested Answer: ACE 🗳️

Comments

Chosen Answer:
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mharoun83
Highly Voted 12 months ago
Selected Answer: ACD
I think it should be ACD
upvoted 8 times
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SGV94
Most Recent 3 weeks, 3 days ago
Selected Answer: ACD
Genesys Cloud procesa la interacción, eligiendo el agente más apropiado según sus habilidades, idioma y la cantidad de tiempo desde la última interacción que manejó un agente.
upvoted 1 times
SGV94
3 weeks, 3 days ago
Genesys Cloud processes the interaction, choosing the most appropriate agent based on skills, language, and the amount of time since the last interaction an agent handled.
upvoted 1 times
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MannyR
4 weeks ago
ACD transfer actions in Architect allow for ACD skills, language, and 'preferred agent' attributes to be applied. "Preferred agents are agents that you select to handle interactions based on characteristics you determine, such as skill level, responsibility, or customer relationships" I think that qualifies as 'B' - Additional attribute ratings. Answer should be A,B,C. Time since last interaction is part of routing selection, but doesn't necessarily mean the 'best' agent, at least from the customer perspective.
upvoted 1 times
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Ikar_II
2 months ago
Selected Answer: ACD
It's A,C,D but for me the question is incomplete as there are two cases : - agent surplus : Genesys choosing the most appropriate agent based on skills, language, and the amount of time since the last interaction an agent handled - interaction surplus : Genesys Cloud chooses the appropriate interaction based on an agent’s skills, language, and the amount of wait time for the interaction https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
upvoted 2 times
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eschber1
3 months, 2 weeks ago
I believe it is ACD.
upvoted 1 times
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Bobby_Brown
6 months, 1 week ago
I think BCD
upvoted 1 times
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RanjeetSVirdi
8 months, 1 week ago
it should be ABC
upvoted 1 times
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Community vote distribution
A (35%)
C (25%)
B (20%)
Other
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