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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?

Show Suggested Answer Hide Answer
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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Freeman
1 months ago
Workforce Management? More like 'Overworked Management' amirite? *wink wink*
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Adaline
1 months ago
Routing is important, but it's more about directing the calls, not managing the workforce. Definitely Workforce Management for this question.
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Shawnda
4 days ago
Queue Management is also important, but Workforce Management is specifically designed to ensure the right number of agents are available.
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Mona
12 days ago
I agree, Workforce Management is key for ensuring enough agents are in the right place at the right time.
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Detra
14 days ago
Routing is important for directing calls, but Workforce Management is what helps manage the workforce effectively.
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Keshia
24 days ago
I agree, Workforce Management is key for ensuring enough agents are in the right place at the right time.
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Mollie
2 months ago
Reporting and Analytics could give you the data to make informed staffing decisions, but Workforce Management is the feature that actually handles that process. Gotta go with C on this one.
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Bev
5 days ago
Queue Management is important for managing agent workload and customer wait times.
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Whitley
10 days ago
Routing can also help ensure agents are directed to the right place efficiently.
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Haydee
11 days ago
I agree, Workforce Management is crucial for scheduling the right number of agents.
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Sherita
2 months 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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Amina
1 months ago
Workforce Management is definitely key for staffing the contact center.
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Cornell
1 months ago
I agree, Queue Management is more about handling calls efficiently.
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Brent
2 months 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
2 months 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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Wendell
1 months ago
I agree, it helps with scheduling and forecasting to make sure we have the right coverage.
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Kaycee
1 months ago
Workforce Management is definitely the key to ensuring we have enough agents at the right time.
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Lawanda
1 months ago
Routing also plays a role in ensuring agents are in the right place at the right time.
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Daron
1 months ago
I agree, Workforce Management is crucial for agent scheduling.
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Margot
2 months ago
I agree with Fletcher, Workforce Management helps with scheduling agents efficiently.
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Fletcher
2 months ago
I think the answer is C) Workforce Management.
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Margurite
2 months ago
I'm not sure, but I think A) Routing also plays a role in agent placement.
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Erasmo
2 months ago
I agree with Franchesca, Workforce Management helps with agent scheduling.
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Franchesca
2 months ago
I think the answer is C) Workforce Management.
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