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NEW QUESTION # 23
Which dialing mode dials multiple contacts once an agent becomes available?
Answer: B
Explanation:
The Predictive dialing mode in Genesys Cloud CX is designed to dial multiple contacts at once before an agent becomes available. This mode predicts when an agent will become available and starts dialing in advance to maximize agent talk time and minimize idle time. By calling multiple contacts simultaneously, it ensures that an agent is almost always engaged, improving campaign efficiency and throughput.
This dialing mode is particularly effective in large-scale outbound campaigns where maximizing contact rates and minimizing downtime is critical.
NEW QUESTION # 24
What are the key components and functionalities of scripts used to present information to agents? (Choose four.)
Answer: A,C,D,F
Explanation:
The key components and functionalities of scripts used to present information to agents in Genesys Cloud CX include:
* Visual controls: These are interactive elements like buttons, dropdowns, and checkboxes that agents can use to interact with the script.
* Text: Text components are used to display information, instructions, or data to the agents within the script.
* Navigational Aids: These help agents move through the script logically, guiding them from one section or page to another.
* Graphics: Graphics can be used to enhance the visual presentation of the script, making it more engaging and easier to follow.
These components are integral to designing effective scripts that aid agents in their tasks by providing the necessary tools and information in a user-friendly format.
References:
* Genesys Cloud CX Script Components Documentation.
NEW QUESTION # 25
You are creating a script with multiple pages that have a common header section. Choose an efficient way to create multiple page scripts.
Answer: D
Explanation:
The most efficient way to create multiple pages in a script that share a common header section is to create a component template for the header. This template can then be reused on each page, ensuring consistency and saving time. By using a component template, you only need to design the header once and can easily apply it across all pages. This approach also makes updates easier, as changes to the header template will automatically reflect on all pages using that template.
Creating individual headers for each page or duplicating them using a script template would be less efficient and prone to inconsistencies.
NEW QUESTION # 26
When should you consider using custom templates in the Genesys Cloud script editor?
Answer: B
Explanation:
Custom templates in the Genesys Cloud script editor are particularly useful when you need to create multiple scripts with similar requirements. These templates allow for consistent design and functionality across various scripts, saving time and ensuring uniformity in how interactions are handled. They are not typically used for one-time scripts or to store visual elements like graphics but are focused on reuse and consistency across multiple scripts.
References:
* Genesys Cloud CX Scripting Templates Documentation.
NEW QUESTION # 27
Using the ___ action in the call flow, you can transfer data to Scripts.
Answer: A
Explanation:
In Genesys Cloud CX, the Set Participant Data action is the correct choice for transferring data to scripts during a call flow. This action allows you to set specific data attributes for the participant (such as a customer or agent) that can then be accessed by scripts running during the interaction.
The Set Participant Data action is typically used to pass information gathered during an interaction, such as caller input or data fetched from external sources, so that it can be used in scripts to customize the experience further. This is crucial for dynamic and personalized script content based on the interaction context.
For more details, you can refer to the Genesys Cloud CX documentation on call flows and scripting, which explains how to use the Set Participant Data action effectively in various scenarios.
References:
* [Genesys Cloud CX Call Flow Documentation]
* [Genesys Cloud CX Scripting Documentation]
NEW QUESTION # 28
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