Genesys GCX-OD Certification Exam Sample Questions

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Genesys GCX-OD Sample Questions:

01. An organization uses divisions named North and South. A scheduler's custom role was given Outbound > Campaign Add Schedule, Edit Schedule and View Schedule in the North division only, so that the scheduler would manage North campaign schedules and nothing else. The role still also carries Outbound > Campaign Schedule Add, Edit and View from an earlier setup. Testing shows the scheduler's campaign schedules are not restricted by division.
What change makes the scheduler's campaign schedules division aware?
a) Grant the same division-aware schedule permissions in the South division as well, so both divisions match
b) Tag the schedules to North by hand
c) Remove the Campaign Schedule permissions from the role
d) Select a Time Zone on every entry
 
02. During a clean-up, an administrator deleted a queue that looked unused. The next morning, a voice campaign that still referenced that queue cannot be switched on. In the Voice Campaigns view, a red exclamation point appears in its Status column where the On and Off slider normally sits.
What explains this, and what does the campaign need?
a) Its configuration is invalid without the queue, and it needs an available queue
b) It is waiting for agents, and it will resume dialing once members of its queue go idle
c) It completed overnight, and a recycle will restore its slider
d) It is paused by its schedule, and it starts again later
 
03. A supervisor opens the Sequences tab while a sequence of four campaigns is running. Without opening any campaign, the supervisor wants to see which of the four the sequence is dialing at the moment.
What does the Sequences view show for this?
a) A Dialing Progress graph for each campaign in the sequence, with a green check mark on finished ones
b) A Progress value such as 2 of 4, with the campaign name
c) A Status column that lists each campaign in the sequence as On or Off, in running order
d) The percentage of the sequence's contacts dialed so far, and the connect rate of the active list
 
04. The script for a Progressive campaign gets a new first page that shows each contact's account history, so that agents can read it before the system dials. After the script is republished, agents still see that page only when a connected call reaches them.
What must change for agents to review the record before the call is placed?
a) Move the history page to the very end of the script, after all the other pages
b) Turn on Dynamic Queueing sorting so the record loads before the call
c) Use a dialing mode that presents the record before dialing, such as Preview
d) Select Default Outbound Script, so agents can open the record early
 
05. Agents on a Power campaign use WebRTC phones and answer each campaign call manually. They report a noticeable pause after a customer answers before the customer is connected to them, and the campaign's Compliance Abandon Rate is rising. The operations manager wants answered calls delivered to agents faster without reducing the campaign's dialing pace and without letting more answering machines through to agents.
Which change best meets these goals?
a) Disable answering machine detection in the response set
b) Select Disable Post-Connect Call Analysis in the response set
c) Lower the campaign's Compliance Abandon Rate
d) Turn on auto-answer for the agents, using a WebRTC persistent connection
 
06. West Coast customers complain that a voice campaign calls them at about 6:00 AM their time. The campaign's contactable time set contains this entry, which the contact list uses for its West Coast contacts:
Custom name: America/Los_Angeles.
Time Zone: America/New_York.
Time slots: Monday to Friday, 9:00 AM to 5:00 PM.
The administrator who built the set works in New York. What is the most likely cause of the early calls?
a) The entry's Time Zone was left on the administrator's own New York zone
b) Time slots follow the administrator's clock, not the contact's
c) America/Los_Angeles needs a DST name such as PST8PDT
d) A schedule entry starts the campaign at 9:00 AM Eastern
 
07. An SMS campaign is running with a contact list filter that limits messages to one sales region. The campaign was created with Dynamic Queueing filtering switched Off. Partway through the run, the marketing lead asks for a second region to be added, so the administrator edits the filter's conditions and saves it.
When does the running SMS campaign start using the edited filter?
a) At once, for every message the campaign has not sent yet
b) Once the campaign’s properties are saved again
c) Once Dynamic Queueing filtering is turned on for the campaign
d) After the current run completes
 
08. A blood donation service runs three kinds of Outbound campaign: voice reminder calls, SMS appointment reminders and an email newsletter. The administrator wants each of them to switch on and off automatically on a weekly pattern, using recurring schedule entries rather than manual starts.
Which of these campaigns can be given a recurring schedule?
a) Voice, but neither SMS nor email
b) Voice and SMS, not email
c) Voice, SMS and email
d) Email and SMS, not voice
 
09. Each week a legal team sends the outbound administrator a .csv file of account numbers for customers who have entered bankruptcy proceedings. No voice campaign may contact these customers. Every contact list in the organization has a column named AccountNumber, and many affected customers have several phone numbers that change over time. Each weekly file must be loaded once and must reach every campaign, including campaigns that are already running.
Which approach best meets these requirements?
a) An Internal - Custom DNC list with AccountNumber as its exclusion column
b) An Internal DNC list of the accounts’ current phone numbers
c) A contact list filter on each list that tests AccountNumber with Is Within Set, with Invert condition selected
d) A wrap-up code mapped to Contact Uncallable
 
10. An administrator is about to build contact lists from a .csv file with an Import template for the first time. The Import template asks for a contact list template, and the administrator is unsure what that object holds.
What does a contact list template provide?
a) Filter conditions, joined by And or Or
b) The column configuration that new contact lists are built with
c) Numbers, email addresses or custom values to exclude
d) Rules for splitting one file into several lists

Answers:

Question: 01
Answer: c		 Question: 02
Answer: a		 Question: 03
Answer: b		 Question: 04
Answer: c		 Question: 05
Answer: d
Question: 06
Answer: a		 Question: 07
Answer: d		 Question: 08
Answer: c		 Question: 09
Answer: a		 Question: 10
Answer: b

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