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Genesys Exam GCX-SCR Topic 2 Question 19 Discussion

Actual exam question for Genesys's GCX-SCR exam
Question #: 19
Topic #: 2
[All GCX-SCR Questions]

An agent is handling a call as part of an outbound dialing campaign and needs to transfer the caller to another agent but also wants to pass info about the interaction to the second agent. Select the correct statement.

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Suggested Answer: A

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.


Contribute your Thoughts:

Regenia
2 months ago
Option F: Unplug the phone and tell the caller the line went dead. Problem solved!
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Suzi
7 days ago
D) Both A and B.
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Lorean
17 days ago
C) Use the notes section to pass information about the interaction.
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Teri
19 days ago
B) Invoke 'Outbound Update Contact' action
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Nada
2 months ago
Wait, we're supposed to actually transfer the caller? I thought this was just a game of telephone for the agents. Option E: Put the caller on hold and see how long it takes for them to hang up.
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Stephen
19 days ago
C) Use the notes section to pass information about the interaction.
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Iola
1 months ago
B) Invoke 'Outbound Update Contact' action
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Ronnie
1 months ago
A) Update the customer details in the script.
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Lyda
2 months ago
Come on, guys. It's obvious - Option A is the way to go. Update the script and let the next agent figure it out. Ain't nobody got time to be passing notes like a middle school kid!
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Leonardo
2 months ago
Hmm, this one's a tricky one. I'm leaning towards Option B - 'Outbound Update Contact' action. That way, the details get automatically synced across the system. Who needs notes when you've got technology on your side?
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Alline
27 days ago
Definitely, technology makes it easier to pass on information seamlessly.
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Blythe
2 months ago
I agree, using 'Outbound Update Contact' action is the best choice for transferring info.
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Charlene
2 months ago
I think Option B is the way to go. It's efficient and ensures accuracy.
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Thurman
3 months ago
I believe using the notes section to pass information about the interaction could also be helpful, so maybe the correct statement is actually D) Both A and B.
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Lavonna
3 months ago
I'm going to have to disagree with Carole. Option D is clearly the correct answer here. You need to both update the customer details and use the notes section to ensure the next agent has all the relevant information.
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Jovita
2 months ago
I agree, we should update the customer details and use the notes section.
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Therese
2 months ago
I think option D is the best choice.
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Janey
3 months ago
I agree with Monte. Updating customer details in the script and invoking 'Outbound Update Contact' action would ensure the second agent has all the necessary information.
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Carole
3 months ago
Option C is the way to go! Passing info in the notes section is the quickest and most efficient way to get the details to the next agent. No need to mess with customer details or 'Outbound Update Contact'.
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Malinda
2 months ago
Great, so we're all on the same page about using the notes section for passing info to the next agent.
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Taryn
2 months ago
It's definitely the simplest option, no need to complicate things with updating customer details or using 'Outbound Update Contact'.
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Sage
2 months ago
I agree, using the notes section keeps everything organized and easy to access for the next agent.
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Leoma
2 months ago
Option C is the way to go! Passing info in the notes section is the quickest and most efficient way to get the details to the next agent.
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Monte
3 months ago
I think the correct statement is D) Both A and B.
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