Genesys GCP-GCX Exam - Topic 1 Question 16 Discussion

Actual exam question for Genesys's GCP-GCX exam

Question #: 16
Topic #: 1

Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.

What terminology is used to describe such calls?

AIVR

BAbandon

CFlow-outs

DDisconnect

Show Suggested Answer

Suggested Answer: C

Flow-outs is the terminology used to describe calls that enter and exit the queue without being handled or terminated in Genesys Cloud CX Performance menu. A flow-out is a call that was offered to a queue or an agent group, but exited the queue or the agent group before reaching an agent or being abandoned by the caller. A flow-out can occur for various reasons, such as:

The call was transferred to another queue or resource group by a routing strategy

The call was transferred to voicemail after a timeout by a routing strategy

The call was handled by an IVR or a bot without reaching an agent

Flow-outs can affect various metrics in Genesys Cloud CX Performance menu , such as :

Flow-out Count : The number of calls that flowed out of a queue or an agent group during a specified period of time .

Flow-out Rate : The percentage of calls that flowed out of a queue or an agent group during a specified period of time .

Service Level : The percentage of calls that were answered within a target time threshold during a specified period of time .

by Tarra at Oct 20, 2023, 05:21 PM

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Lourdes

3 months ago

Abandon calls are when they leave the queue without being answered.

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Jacinta

3 months ago

Wait, are we sure it's not D? Disconnect seems fitting too.

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Cherry

3 months ago

B makes the most sense, I agree with that!

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Sharee

4 months ago

I thought it was C, flow-outs sounds right too.

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Elfrieda

4 months ago

Definitely B, those are called abandoned calls.

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Kris

4 months ago

I'm leaning towards "disconnect" since it seems related, but I feel like "abandon" fits better for calls that just leave the queue.

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Trinidad

4 months ago

"Flow-outs" sounds familiar, but I can't recall if that specifically refers to calls that exit the queue without being answered.

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Lisha

4 months ago

I remember practicing a question about call handling, and "IVR" was mentioned a lot, but I don't think that's the right term here.

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Tien

5 months ago

I think the term for calls that leave the queue without being handled is "abandon," but I'm not completely sure.

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Ivan

5 months ago

For a question like this, I'd start by carefully reading the question and understanding the key details. Then I'd go through the answer choices one by one, eliminating any that don't fit the description and selecting the one that best matches. That's the approach I'm going to take here to make sure I get this right.

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Lera

5 months ago

Okay, let me think this through. The question is asking about calls that enter the queue but don't get handled or terminated, so that rules out IVR (option A) and Disconnect (option D). I'm leaning towards Abandon (option B) since that seems to best fit the description, but I'll double-check the definitions just to be sure.

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Denny

5 months ago

Hmm, I'm not totally sure about this one. The question mentions calls entering and exiting the queue without being handled or terminated, so I'm thinking it might be "Flow-outs" (option C), but I'm not 100% confident.

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Tommy

5 months ago

This one seems pretty straightforward. I'm going to go with option B, "Abandon", since that's the term used to describe calls that enter the queue but exit without being handled.

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Cyril

5 months ago

I'm a bit lost on this one. I don't have much experience with OpenStack deployments, so I'll need to carefully review the options and try to eliminate the ones that don't seem relevant.

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Deeanna

5 months ago

Hmm, I'm a bit unsure about this one. The question is asking specifically about when a temporary ID is assigned, which is a detail I'm not entirely familiar with. I'll have to think it through step-by-step.

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Felicia

5 months ago

Hmm, the scenario mentions concerns about security and reliability of a central ERP system. I think the principles around data security and business continuity will be key to addressing those concerns.

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Gearldine

5 months ago

This looks like a pretty straightforward security question. I think option D is the best choice - limiting the attack surface by only running necessary, hardened services on internet-facing hosts.

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Bettina

5 months ago

I'm leaning towards exploitation, but I also see how someone could argue for delivery since they are probing for weaknesses. It's tricky!

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