GENESYS GCX-SCR DESKTOP & PRACTICE TEST SOFTWARE BY ITEXAMDOWNLOAD

Genesys GCX-SCR Desktop & Practice Test Software By ITExamDownload

Genesys GCX-SCR Desktop & Practice Test Software By ITExamDownload

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Genesys Cloud CX: Scripting Certification Sample Questions (Q59-Q64):

NEW QUESTION # 59
What are the key components and functionalities of scripts used to present information to agents? (Choose four.)

  • A. Text
  • B. Editor
  • C. Visual controls
  • D. Graphics
  • E. Navigational Aids
  • F. Reports

Answer: A,C,D,E

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 # 60
Which of the following is NOT a feature of Genesys Cloud CX contact center?

  • A. Automatic Call Distribution
  • B. Workforce Management
  • C. Human Capital Management
  • D. Quality Management

Answer: C

Explanation:
Human Capital Management (HCM) is not a feature of Genesys Cloud CX contact center. Genesys Cloud CX offers features like Workforce Management (WFM), Quality Management (QM), and Automatic Call Distribution (ACD), which are integral to managing contact center operations. These features help optimize agent performance, ensure quality service delivery, and efficiently route interactions to the right agents.
HCM typically refers to broader HR systems that manage employee lifecycle processes such as recruitment, onboarding, and payroll, which are outside the scope of Genesys Cloud CX


NEW QUESTION # 61
Which of the following correctly shows how an outbound contact's first name displays in a preview mode?

  • A. Hello {{Outbound.OrstName}}
  • B. Hello [Outbound.EirstName]
  • C. Hello (Outbound.RrstName
  • D. Hello {Outbound.EirstName>

Answer: A

Explanation:
The correct format to display an outbound contact's first name in a preview mode within Genesys Cloud CX is {{Outbound.FirstName}}. This syntax uses double curly braces, which are recognized by the scripting engine to dynamically insert variable data into the script. When in preview mode, this format ensures that the variable Outbound.FirstName is replaced with the actual first name of the contact when the script is executed.


NEW QUESTION # 62
Select the default page name which the editor automatically adds when you create a new script.

  • A. Home Page
  • B. Script Page
  • C. Start Page

Answer: C

Explanation:
The default page name that the editor automatically adds when you create a new script in Genesys Cloud CX is Start Page. This page serves as the initial landing page of the script, and it typically contains the first set of instructions or content that the agent will see when the script is launched.


NEW QUESTION # 63
Select the built-in variables available in Scripts. (Choose three.)

  • A. Queue Name
  • B. Agent Call Duration
  • C. Agent Name
  • D. Customer Preferred
  • E. Language

Answer: A,C,E

Explanation:
In Genesys Cloud CX scripts, several built-in variables are available by default, providing essential data that can be used within the script. The built-in variables include:
* Agent Name: This variable holds the name of the agent who is currently using the script. It is often used to personalize the interaction or for logging purposes.
* Queue Name: This variable contains the name of the queue from which the interaction was routed. It helps in identifying the source of the interaction and can be used to tailor the script based on the queue's context.
* Language: This variable stores the language preference of the customer or the interaction, allowing the script to present content in the appropriate language.
These variables are readily accessible within scripts and are integral to creating dynamic and context-aware interactions.
References:
* Genesys Cloud CX Scripting Documentation.


NEW QUESTION # 64
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