Genesys Exam GCX-ARC Topic 2 Question 41 Discussion

Actual exam question for Genesys's GCX-ARC exam

Question #: 41
Topic #: 2

[All GCX-ARC Questions]

Which ACD routing method routes interaction to the next available agent?

ABullseye ACD

BStandard ACD

CSkills based routing

DAll of the above

Show Suggested Answer

Suggested Answer: B

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

by Shawnna at Oct 21, 2024, 11:44 PM

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Ahmed

3 months ago

Wait, is this a trick question? I'm going to go with D) All of the above, just to be safe. Can't go wrong with the catch-all answer, right?

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Asuncion

2 months ago

User 3: I agree, D) All of the above seems like the safest choice.

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Benedict

3 months ago

User 2: I'm not sure, but I'll go with D) All of the above just to be safe.

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Lauran

3 months ago

User 1: I think it's C) Skills based routing.

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Elbert

3 months ago

Hmm, I'm not sure. B) Standard ACD or C) Skills based routing? Maybe I should just go with my gut and pick C. Sounds more sophisticated.

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Vincent

2 months ago

Let's go with C) Skills based routing then.

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Vicky

2 months ago

I'm not sure, but I think C) Skills based routing is the best choice.

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Chauncey

2 months ago

I agree, it sounds like the most efficient option.

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Daryl

3 months ago

I think C) Skills based routing is the way to go.

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Quentin

4 months ago

D) All of the above? Come on, that's just a cop-out answer. I'm going with B, the classic Standard ACD.

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Joesph

4 months ago

I'm torn between B and C, but I think C is the better answer. Skills-based routing is more advanced than just routing to the next available agent.

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Bulah

3 months ago

Definitely. It also helps optimize agent productivity and efficiency by matching them with interactions they are best suited to handle.

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Hubert

3 months ago

That makes sense. It helps improve customer satisfaction by connecting them with the right agent from the start.

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Lasandra

4 months ago

Yes, I agree. Skills-based routing takes into account the specific skills and expertise of agents to ensure interactions are directed to the most qualified person.

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Keneth

4 months ago

I think C is the better answer. Skills-based routing is more advanced than just routing to the next available agent.

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Mable

4 months ago

I agree with Johna, because skills based routing directs interactions to agents with the most relevant skills.

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Salina

4 months ago

B) Standard ACD seems like the obvious choice here. That's the basic ACD routing method, right?

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Scarlet

3 months ago

Bullseye ACD is a more advanced routing method compared to Standard ACD.

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Jettie

3 months ago

All of the above options are valid for routing interactions.

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Annabelle

3 months ago

I think Skills based routing is also a good option for routing interactions.

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Catarina

4 months ago

Yes, you're right. Standard ACD is the basic routing method.

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Johna

5 months ago

I think the answer is C) Skills based routing.

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