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Exam GCP-GCX topic 1 question 4 discussion

Actual exam question from Genesys's GCP-GCX
Question #: 4
Topic #: 1
[All GCP-GCX Questions]

What is the distinguishing feature between queues and groups?

  • A. Queues can have agents as members, while groups cannot.
  • B. Both queues and groups have the same ACD capabilities.
  • C. Unlike groups, queues allow for more complex scenarios like skill-based routing.
  • D. Queues can be used in Architect flows, while groups cannot.
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Suggested Answer: C 🗳️
by akumaranil at Dec. 25, 2023, 11:12 a.m.

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rmelnik
2 months, 1 week ago
Selected Answer: C
Answer C is correct. It is from 4.4 Administration course Create a queue of agents with specific skills, and configure routing and evaluation methods. Though ACD routing is a complex way to handle interactions, it allows you to optimize routing.
upvoted 1 times
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rmelnik
2 months, 1 week ago
Answer C is correct. It is from 4.4 Administration course Create a queue of agents with specific skills, and configure routing and evaluation methods. Though ACD routing is a complex way to handle interactions, it allows you to optimize routing.
upvoted 1 times
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akumaranil
11 months ago
Group is normal group of users and simple call routing group on Telephony platform. However, Queue is group of agents and delivers the call with ACD base algorithm for example Skill Bases, longest Idle agent will get the first call.
upvoted 4 times
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