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NEW QUESTION # 41
Which Genesys Cloud CX feature helps reduce wait time for each call?
Answer: D
Explanation:
Automatic Call Distribution (ACD) reduces wait time by efficiently routing incoming calls to the next available and most appropriate agent, minimizing idle time and ensuring quicker response for each customer.
NEW QUESTION # 42
If no content type is mentioned in a request, Genesys Cloud CX responds to the request in _______________ format.
Answer: D
Explanation:
Genesys Cloud CX APIs default to JSON format for responses when no specific content type is mentioned in the request, as JSON is the standard data interchange format used across its RESTful API platform.
NEW QUESTION # 43
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
Answer: E
Explanation:
Genesys Cloud CX uses attributes like agent language proficiency and defined skills (e.g., product knowledge, technical expertise) to route interactions to the most qualified agent, ensuring better customer service outcomes.
NEW QUESTION # 44
What type of Analytics API query would you use to determine how many interactions are ongoing/waiting right now as well as which agents are available?
Answer: C
Explanation:
The Queue Observations query in Genesys Cloud CX provides real-time metrics such as the number of interactions currently ongoing or waiting in a queue and the number of agents available, making it ideal for live queue monitoring.
NEW QUESTION # 45
If you don't pass the paging parameters while querying, the default page size is set to _____.
Answer: A
Explanation:
In Genesys Cloud CX, when making API requests that return a list of resources, if you don't specify paging parameters (pageSizeandpageNumber), the system defaults to a page size of 25 results. This means that the response will include up to 25 items per page unless you define otherwise.
Reference:https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
NEW QUESTION # 46
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