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Genesys GCX-ARC Exam - Topic 1 Question 48 Discussion

Actual exam question for Genesys's GCX-ARC exam
Question #: 48
Topic #: 1
[All GCX-ARC Questions]

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

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Suggested Answer: A, D, E

by Fletcher at Mar 23, 2025, 07:54 PM

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Dottie
2 months ago
Not sure if Wrap-up Codes cover everything we need.
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Keneth
2 months ago
I think Resolution Codes might be better for tracking outcomes.
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Roxanne
3 months ago
Status options are too vague for this purpose.
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Ilona
3 months ago
Wait, can you really track calls with Account Codes?
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Marsha
3 months ago
Wrap-up Codes are the way to go!
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Cortney
3 months ago
I’m leaning towards Wrap-up Codes, but I vaguely recall something about Account Codes being used for tracking as well.
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Barb
4 months ago
I feel like Status could be relevant too, but it seems more about the current state rather than tracking outcomes specifically.
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Jeannetta
4 months ago
I remember practicing a question about tracking interactions, and I think Resolution Codes were mentioned as a way to categorize outcomes.
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Matt
4 months ago
I think we might need to use Wrap-up Codes to track call outcomes, but I'm not entirely sure if that's the only option.
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Eveline
4 months ago
I'm feeling pretty confident about this one. I think the Resolution Codes option is the answer here. That allows you to define custom codes to categorize the outcome of each customer interaction.
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Ressie
4 months ago
Okay, I've got this! Based on my understanding, the Wrap-up Codes feature in Genesys Cloud would be the best way to track the outcome of calls and chats. Agents can select a code to indicate how the interaction was resolved.
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Hester
5 months ago
Hmm, I'm a bit unsure about the differences between these options. I'll need to review my notes on Genesys Cloud features to make sure I understand which one would be best for tracking call and chat outcomes.
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Jess
5 months ago
I think this question is asking about the different ways Genesys Cloud can track call and chat outcomes. The options seem to cover things like account codes, wrap-up codes, and resolution codes, which all sound relevant.
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Hollis
10 months ago
I was hoping for an option called 'Confusion Codes' so I could just pick that every time. Guess I'll have to use my brain for this one.
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Sherell
8 months ago
D) Status
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Staci
8 months ago
C) Resolution Codes
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Trinidad
9 months ago
D) Status
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Cherelle
9 months ago
C) Resolution Codes
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Melvin
9 months ago
B) Wrap-up Codes
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Kerry
9 months ago
B) Wrap-up Codes
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Jamal
9 months ago
A) Account Codes
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Bambi
9 months ago
A) Account Codes
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Jess
10 months ago
Hmm, I'm torn between B) Wrap-up Codes and C) Resolution Codes. They both sound like they could do the job. I guess I'll have to do some more research to decide.
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Cory
9 months ago
True, Resolution Codes can provide insights into the final resolution of the customer's issue.
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Blossom
9 months ago
But C) Resolution Codes can also help categorize the outcome of interactions.
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Long
9 months ago
I agree, Wrap-up Codes can provide more detailed information about the call or chat.
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Lucy
9 months ago
I think B) Wrap-up Codes would be more suitable for tracking outcomes.
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Olen
10 months ago
D) Status would be my pick. Tracking the status of calls and chats seems like a crucial part of understanding the outcomes.
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Ming
10 months ago
I'm going with C) Resolution Codes. That seems like the best way to categorize the different resolutions for each call or chat.
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Tracey
10 months ago
I believe Resolution Codes could also be configured for tracking outcomes.
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Clorinda
10 months ago
I agree with Willis, Wrap-up Codes would be a good option.
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Willis
11 months ago
I think we can use Wrap-up Codes for tracking outcomes.
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Glory
11 months ago
I think the answer is B) Wrap-up Codes. That sounds like the most relevant option for tracking call outcomes.
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Lamonica
9 months ago
Status is more about the current state of an interaction, not the final outcome.
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Loreta
9 months ago
Account Codes are typically used for tracking billing information, not call outcomes.
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Bulah
10 months ago
Resolution Codes can also be configured to provide more detailed information about the outcome of interactions.
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Charlene
10 months ago
I agree, Wrap-up Codes are used to track the outcome of calls and chats.
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