Genesys GCP-GC-ARC Practice Test Questions, Exam Dumps

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GCP-GC-ARC Genesys Practice Test Questions and Exam Dumps

Question No 1:

Which of the following describes an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipients?

A. DTMF
B. CRM
C. IVR
D. Telephony

Answer: C

Explanation:

The correct answer is C. IVR (Interactive Voice Response). IVR is an automated telephony system that allows interaction with callers through voice or keypad inputs (DTMF signals) and routes calls based on the information gathered. IVR systems are commonly used in customer service applications where callers can interact with a system to obtain information, make requests, or navigate through a series of menu options before being routed to the appropriate recipient, such as an agent or department.

Let's break down the other options to understand why they do not fit the description:

A. DTMF (Dual-Tone Multi-Frequency): DTMF refers to the signal generated when a user presses a key on a telephone keypad (i.e., the beeps you hear when dialing). While DTMF is used by IVR systems to capture user input, it is not an automated telephony system by itself. DTMF is merely a technology used by telephony systems, such as IVR, to receive and process user inputs.
B. CRM (Customer Relationship Management): CRM is a software tool used by businesses to manage customer relationships, track customer interactions, and handle sales and support activities. While CRM systems may interact with telephony systems to manage customer data, CRM does not refer to an automated telephony system that interacts with callers or routes calls.
D. Telephony: Telephony is a broader term that refers to the technology and systems used for transmitting voice communications, such as phones and phone networks. While IVR is part of telephony systems, "telephony" alone does not specifically describe the functionality of interacting with callers and routing calls.

IVR systems typically provide a menu-driven structure where callers can choose options by pressing keys or speaking responses, enabling them to access information or be connected to the appropriate department without the need for direct human involvement. This makes IVR an essential tool for businesses aiming to streamline call management, enhance efficiency, and improve customer experience.

In conclusion, the automated telephony system described in the question is C. IVR, which allows for efficient call routing and gathering of information from callers through an automated interface.

Question No 2:

Which of the following selects the interaction path and enhances the caller’s experience before agent assignment?

A Prompts
B Flow
C DTMF
D IVR

Correct Answer: D

Explanation:

In a typical telephony system, the process of selecting the interaction path and enhancing the caller’s experience before an agent is assigned is commonly handled by the Interactive Voice Response (IVR) system. The IVR allows callers to interact with the system through voice or keypad inputs, directing them to the appropriate department or service. It helps in automating routine inquiries and can serve as the initial interface before a human agent becomes involved.

An IVR system generally uses voice prompts to guide the caller through a series of menu options, where they can input their choices using Dual-tone Multi-frequency (DTMF) signaling (keypad tones) or voice recognition. The flow of the interaction in this case is structured to enhance the caller's experience by providing the most efficient path to resolution. For example, it can prioritize calls, verify identity, or gather necessary information before routing the call to an appropriate agent or department.

Prompts are audio messages that guide the caller through options, but on their own, they don’t automatically handle the interaction path in a systematic way, unlike the IVR system that includes prompts and routing logic. Flow refers to the sequence of steps or rules that direct the caller’s journey, which is part of an IVR but not a standalone system for path selection. DTMF refers to the key press signals used in response to prompts, but by itself, it does not enhance the caller’s experience or choose the interaction path.

The IVR system is the integral component responsible for both selecting the path and enhancing the overall experience through interaction before an agent is necessary, making it the correct answer.

Question No 3:

Which type of call flow is used to create the call route that routes the incoming call to the respective ACD queue based on the customer’s response?

A. In-queue Call Flow
B. Inbound Call Flow
C. Outbound Call Flow
D. Secure Call Flow

Answer: B

Explanation:

The correct type of call flow for routing incoming calls based on the customer’s response to a set of prompts or options is the Inbound Call Flow. This type of call flow is typically used in call centers or automated telephony systems where calls are directed to different departments or queues based on the customer's selection, often via an interactive voice response (IVR) system.

Inbound Call Flow

Inbound call flows are used specifically to handle incoming calls. When a call is received, the system processes the caller’s input (such as pressing a number on the keypad or speaking a response) and routes the call accordingly. This might involve directing the caller to a specific ACD (Automatic Call Distributor) queue based on the response given. An inbound call flow is configured to recognize the caller’s response, match it with the intended department or queue, and then forward the call to the appropriate agent or group within the organization. This is a crucial component in environments that deal with high call volumes and require efficient routing based on customer needs.

Other Call Flows

A. In-queue Call Flow: This flow is relevant when the call has already been routed to a specific queue and is waiting for an agent to become available. It manages how the call is handled while in the queue, such as playing hold music or providing estimated wait times, but it does not affect the routing of calls based on customer responses.
C. Outbound Call Flow: This type of flow is used for outbound calls made by agents or automated systems, not inbound calls. It governs how calls are made from the company to customers, such as through a dialer system, and is not related to routing inbound calls.
D. Secure Call Flow: This flow is typically used in situations where sensitive information is exchanged over the call, such as in secure payment processing or authentication processes. It focuses on ensuring data privacy and security but does not directly affect how calls are routed based on customer input.

In summary, Inbound Call Flow is the correct type of call flow when the goal is to route incoming calls to specific ACD queues based on the customer’s response, such as selecting a department or indicating the purpose of their call.

Question No 4:

Select the container that holds an audio message and/or text-to-speech pairings on a “per language” basis.

A. Flow
B. IVR
C. Prompts
D. DTMF

Answer: C

Explanation:

When considering the different types of containers or systems used in telecommunications or interactive voice response (IVR) systems, it's essential to understand the role each one plays in managing audio messages or text-to-speech (TTS) pairings. In this case, the question specifically asks about a container that holds audio messages and/or TTS pairings on a “per language” basis. To properly address the question, let’s break down each option.

A. Flow typically refers to the overall process or path that a call or interaction might take within an automated system. Flows can include various interactions, including prompts, but the flow itself is not a container for audio or text-to-speech pairings based on language.

B. IVR (Interactive Voice Response) is the technology used to interact with callers, usually through pre-recorded messages or TTS. While an IVR system facilitates these interactions, it does not specifically serve as a container for pairing audio and text-to-speech per language. IVR systems often rely on prompts and other elements to deliver responses.

C. Prompts are the audio messages or scripts used in an IVR system, including TTS, and they can be customized or localized for different languages. Prompts act as containers for the specific messages that users will hear during interactions with a system. On a "per language" basis, different prompts can be created or paired with TTS systems to match the needs of the user, making Prompts the correct choice for this question.

D. DTMF (Dual-tone multi-frequency) refers to the signaling system used by telephones, specifically the system of tones that are generated when a user presses a key on a phone’s keypad. DTMF is not related to storing audio or TTS pairings, making it irrelevant to this context.

Therefore, the correct answer is C, Prompts, as they are the containers that manage the pairing of audio and text-to-speech responses, which can be tailored on a per language basis in many systems.

Question No 5:

Which option lists the correct sequence of steps for creating a new flow?

A. 1,3,2,4,6,5,8,7
B. 1,4,2,3,6,5,7,8
C. 1,4,3,2,6,5,8,7
D. 1,4,2,3,6,5,8,7

Answer: D

Explanation:

To create a new flow, the process typically follows a structured sequence to ensure everything is properly set up before publishing. Let’s break down the correct order:

Log on to Architect: The first step is always logging into the system, as this allows access to the necessary tools and interfaces to create the flow.
Select the type of flow: Before proceeding further, you must choose the type of flow you wish to create. This ensures the flow is built to meet specific needs, whether it’s for a customer interaction, data processing, or another purpose.
Click + Add to create a new flow: Once you have logged in and selected the type of flow, you then add the flow, starting the actual process of creation.
In the Settings section, modify the settings and options as needed: Now that the flow is added, you need to adjust various settings—such as permissions, default actions, or integrations—to configure the flow to your specifications.
Add the required menu(s) to the flow: Menus are often essential for user navigation or interaction, so they are added at this stage.
Add the required tasks to the flow: With the menu structure in place, tasks that make up the core functionality of the flow need to be added. These tasks define what the flow will accomplish.
Validate the flow: Before publishing the flow, it's important to validate it to ensure that all components are working properly and that there are no errors.
Publish the flow: Finally, after validating the flow, you can publish it, making it available for use.

Following this sequence ensures that each step is logically built upon the previous one, minimizing the risk of errors and maximizing the flow's functionality. Hence, the correct order is 1, 4, 2, 3, 6, 5, 8, 7, which corresponds to option D.

Question No 6:

Select all the possible measurements for the selection timeout of every menu. (Choose two.)

A. Hours
B. Minutes
C. Seconds
D. Milliseconds
E. Microseconds

Answer: C, D

Explanation:

The selection timeout for menus refers to the duration in which a user must make a choice before the menu automatically closes or resets. This timeout is typically set to allow for quick user interaction, and thus, is usually measured in smaller units of time to maintain responsiveness.

A. Hours: Hours are generally too long for selection timeouts. They would make little sense in the context of user interaction where menus are expected to close or reset after a relatively short period. Using hours would delay user decisions unnecessarily.
B. Minutes: While minutes might be a valid time unit for some cases, they are rarely used for selection timeouts in menu systems. A timeout lasting minutes would be too long, leading to a poor user experience, as menus would stay open far too long before prompting any action.
C. Seconds: Seconds are a practical and widely used unit for measuring selection timeouts in menus. This is because seconds offer a balance between providing enough time for the user to make a decision, while still ensuring that the system remains responsive. Timeouts in the range of seconds are commonly used in many applications, such as navigation menus or dialog boxes.
D. Milliseconds: Milliseconds represent a very short unit of time, and are often used in contexts where responsiveness is crucial, such as in games or high-performance applications. Milliseconds allow for extremely fine-tuned timeout settings, ensuring that the system remains responsive to the user.
E. Microseconds: Microseconds, being one-millionth of a second, are generally not used for menu selection timeouts. The precision they offer is excessive for most user interfaces, and they are not typically necessary for ensuring smooth user interactions.

In conclusion, seconds and milliseconds are the most common and practical units for menu selection timeouts. These units strike the right balance between user experience and responsiveness, allowing for effective interactions while maintaining an optimal level of performance.

Question No 7:

What is the maximum value that can be set for the ‘Minimum confidence level’ in speech recognition?

A. 25%
B. 50%
C. 100%
D. No Limit

Answer: C

Explanation:

In speech recognition systems, the 'Minimum confidence level' refers to the threshold of certainty the system must achieve before accepting a spoken word or phrase as correct. This confidence level determines how certain the system needs to be about recognizing speech before it produces output or takes action based on that recognition.

The 'Minimum confidence level' can be adjusted by the user or system administrator depending on how accurate the recognition process needs to be. However, the maximum value that can be set for this confidence level is 100%, which means the system will only accept a recognition result when it is absolutely certain about the input.

Setting the minimum confidence level to 100% ensures that only the most confident matches are accepted. While this maximizes accuracy, it may also cause the system to reject speech that falls just below this threshold, leading to lower recognition rates in certain environments or with certain accents.

On the other hand, setting a lower confidence level (such as 50% or 25%) would result in more flexible recognition, accepting matches that are less certain, but this could increase the chances of errors or inaccuracies.

To summarize, the system can be adjusted for higher accuracy by increasing the confidence level, with 100% being the highest allowable setting. Thus, the correct answer is C.

Question No 8:

What is the minimum value for the number of times to repeat a menu?

A. 1
B. 2
C. 5
D. 0

Answer: D

Explanation:

The question asks about the minimum value for the number of times a menu needs to be repeated. To understand the context of the question, it’s important to consider what “repeating a menu” means. Repeating typically refers to the process of going through a menu or list of options multiple times to either confirm a choice, ensure accuracy, or refresh the options available. However, in this case, the term "minimum" suggests we're interested in the least number of times repetition would be required.

Given this, let's analyze each option:

A. 1: This option suggests that the menu must be repeated at least once. While this could be true in some scenarios, the phrasing of the question is likely asking for the minimum value, which may not necessarily require any repetition.
B. 2: This suggests a scenario where the menu must be repeated twice. This is certainly possible in some contexts, but again, it doesn’t align with the idea of a "minimum" value if repetition isn't explicitly required.
C. 5: A repetition of 5 times would likely be an excessive amount for many contexts unless there’s a specific reason for it. This would not be considered the minimum value unless there was a complex or highly repetitive process involved.
D. 0: This is the most logical answer. The minimum number of times to repeat something is 0. This implies that no repetition is necessary at all. In many scenarios, it might be the case that a menu only needs to be shown once, or even not at all if it’s being accessed in a non-repetitive way. Therefore, the minimum number of repetitions is 0, as the question does not specify a scenario that requires repetition.

Thus, the correct answer is D, as 0 repetitions represent the minimum number of times to repeat a menu.

Question No 9:

What is the correct term for the setting that determines how long a caller can pause between entering digits in the IVR?

A. Timeout
B. Inter-Digit Timeout
C. No Entry Timeout
D. Menu Selection Timeout

Answer: B

Explanation:

In an Interactive Voice Response (IVR) system, the setting that determines how long a caller can pause between entering digits is known as the Inter-Digit Timeout. This timeout measures the duration between individual keypresses and allows the system to determine when to proceed with the next action in the call flow. If the caller takes too long between inputs, the IVR may interpret this as the completion of the input sequence and proceed accordingly.

Timeout (A) is a general term that could refer to any kind of timeout within a system. While it could apply to a variety of scenarios in an IVR, it is not specifically related to the duration between digits.
Inter-Digit Timeout (B) is the correct and specific term for the setting that manages how much time a caller has between entering each digit. This timeout is typically adjustable to ensure that users have enough time to input digits without feeling rushed but also prevents an excessively long delay between entries.
No Entry Timeout (C) refers to the timeout that occurs if no digits are entered at all within a set amount of time. It is not concerned with the pauses between individual keypresses but rather when the caller fails to make an input.
Menu Selection Timeout (D) refers to the timeout for making a selection from a menu within the IVR. It is triggered if the caller does not make a selection within the given time, but it is not related to the interval between entering digits.

The Inter-Digit Timeout is crucial for ensuring smooth navigation through an IVR system, balancing the need for responsiveness while accommodating users who may need more time to make selections.

Question No 10:

When you delete a flow, does it remove only the current version of the flow?

A. True
B. False

Answer: B

Explanation:

When you delete a flow, it typically removes the entire flow, including all versions and associated data. The concept of "deleting only the current version" is not standard practice in most systems that manage flows, such as automation platforms or workflow tools. Instead, deleting a flow usually results in the permanent removal of all its versions, not just the one that is currently active or most recent. Depending on the platform, some might offer features like versioning or archiving, where older versions can be stored separately, but the act of deleting a flow generally means removing it entirely from the system, including any history of versions. Therefore, the correct answer is B (False).