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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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Erasmo
1 days ago
I agree with Franchesca, Workforce Management helps with agent scheduling.
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Franchesca
6 days ago
I think the answer is C) Workforce Management.
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