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Genesys Exam GCP-GCX Topic 1 Question 30 Discussion

Actual exam question for Genesys's GCP-GCX exam

Question #: 30
Topic #: 1

[All GCP-GCX Questions]

When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?

AAvailable

BBusy

CAway

DBreak

Show Suggested Answer

Suggested Answer: C

When an agent's queue status is changed from On Queue to Off Queue in Genesys Cloud CX, their status is typically displayed as 'Away' in the system views. This indicates that the agent is not currently available to handle new interactions in the queue, but it does not necessarily mean the agent is not working; they could be engaged in after-call work, training, or other non-queue activities.

by Florencia at Jun 24, 2024, 08:44 PM

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Portia

11 months ago

I don't know about you guys, but I'm feeling a little 'D) Break' myself after staring at these answer choices for too long.

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Belen

11 months ago

As a seasoned call center veteran, I can tell you the answer is definitely C) Away. It's the universal status for 'I'm here but not taking calls right now.'

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Murray

11 months ago

Hmm, this is a tricky one. I'm going to guess A) Available, because the agent is technically free to take calls now.

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Lonny

9 months ago

Good job on guessing that one! The agent's status does indeed show as A) Available.

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Francisca

9 months ago

Yes, that's correct. When the agent is off queue, they are considered available to take calls.

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Anglea

9 months ago

I think you're right, the agent's status would be displayed as A) Available.

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Gertude

9 months ago

Yes, the agent's status should show as Available once they are off queue.

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Wayne

10 months ago

I agree, changing to Off Queue means they are ready to assist customers.

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Laticia

10 months ago

I think it's A) Available too, because the agent is ready to take calls.

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Kenneth

11 months ago

That's true, but maybe the system still shows them as Available until they change their status manually.

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Xochitl

11 months ago

I'm going with D) Break. The agent is taking a break from the queue, so that's the most appropriate status.

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Beckie

11 months ago

I see your point, but I still think it's A) Available. They are ready to assist with new requests.

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Tracie

11 months ago

I would say it's C) Away. They are not actively working on queue tasks.

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Glendora

11 months ago

I agree with A) Available. That makes the most sense for their status.

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Noel

11 months ago

I think it's A) Available. When they are off queue, they are ready to take on new tasks.

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Frankie

11 months ago

But when they are off queue, wouldn't that mean they are not available to take calls?

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Kenneth

12 months ago

I believe it should be displayed as Busy.

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Brett

12 months ago

B) Busy seems like the logical choice here. The agent is no longer available to take calls.

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Callie

11 months ago

B) Busy

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Yuki

11 months ago

A) Available

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Frankie

12 months ago

I think the agent's status is displayed as Available.

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Dannie

1 years ago

I think the answer is C) Away. That makes the most sense to me when an agent is off the queue.

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Vi

12 months ago

C) Away

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Johnson

12 months ago

B) Busy

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Antonette

12 months ago

A) Available

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