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Genesys Exam GCP-GCX Topic 1 Question 19 Discussion

Actual exam question for Genesys's GCP-GCX exam
Question #: 19
Topic #: 1
[All GCP-GCX Questions]

Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

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Suggested Answer: C

The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performance-view/

by Erick at Dec 24, 2023, 07:48 PM

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Sherita
2 days ago
Queue Management is great, but it's more about handling the incoming calls, not necessarily staffing the contact center. I'm going with Workforce Management.
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Brent
10 days ago
I'm not sure, but I think Routing also plays a role in ensuring agents are in the right place at the right time.
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Regenia
12 days ago
Workforce Management seems like the obvious choice here. It helps optimize agent scheduling and forecasting to ensure the right coverage.
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Margot
13 days ago
I agree with Fletcher, Workforce Management helps with scheduling agents efficiently.
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Fletcher
17 days ago
I think the answer is C) Workforce Management.
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Margurite
18 days ago
I'm not sure, but I think A) Routing also plays a role in agent placement.
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Erasmo
20 days ago
I agree with Franchesca, Workforce Management helps with agent scheduling.
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Franchesca
25 days ago
I think the answer is C) Workforce Management.
upvoted 0 times
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