Genesys Exam GCX-SCR Topic 2 Question 19 Discussion

Actual exam question for Genesys's GCX-SCR exam

Question #: 19
Topic #: 2

An agent is handling a call as part of an outbound dialing campaign and needs to transfer the caller to another agent but also wants to pass info about the interaction to the second agent. Select the correct statement.

AUpdate the customer details in the script.

BInvoke 'Outbound Update Contact' action

CUse the notes section to pass information about the interaction.

DBoth A and B.

Show Suggested Answer

Suggested Answer: A

The correct format to display an outbound contact's first name in a preview mode within Genesys Cloud CX is {{Outbound.FirstName}}. This syntax uses double curly braces, which are recognized by the scripting engine to dynamically insert variable data into the script. When in preview mode, this format ensures that the variable Outbound.FirstName is replaced with the actual first name of the contact when the script is executed.

by Chantell at Mar 08, 2025, 05:06 AM

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Regenia

28 days ago

Option F: Unplug the phone and tell the caller the line went dead. Problem solved!

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Nada

1 months ago

Wait, we're supposed to actually transfer the caller? I thought this was just a game of telephone for the agents. Option E: Put the caller on hold and see how long it takes for them to hang up.

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Iola

11 days ago

B) Invoke 'Outbound Update Contact' action

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Ronnie

14 days ago

A) Update the customer details in the script.

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Lyda

1 months ago

Come on, guys. It's obvious - Option A is the way to go. Update the script and let the next agent figure it out. Ain't nobody got time to be passing notes like a middle school kid!

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Leonardo

1 months ago

Hmm, this one's a tricky one. I'm leaning towards Option B - 'Outbound Update Contact' action. That way, the details get automatically synced across the system. Who needs notes when you've got technology on your side?

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Alline

4 days ago

Definitely, technology makes it easier to pass on information seamlessly.

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Blythe

1 months ago

I agree, using 'Outbound Update Contact' action is the best choice for transferring info.

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Charlene

1 months ago

I think Option B is the way to go. It's efficient and ensures accuracy.

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Thurman

2 months ago

I believe using the notes section to pass information about the interaction could also be helpful, so maybe the correct statement is actually D) Both A and B.

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Lavonna

2 months ago

I'm going to have to disagree with Carole. Option D is clearly the correct answer here. You need to both update the customer details and use the notes section to ensure the next agent has all the relevant information.

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Jovita

1 months ago

I agree, we should update the customer details and use the notes section.

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Therese

1 months ago

I think option D is the best choice.

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Janey

2 months ago

I agree with Monte. Updating customer details in the script and invoking 'Outbound Update Contact' action would ensure the second agent has all the necessary information.

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Carole

2 months ago

Option C is the way to go! Passing info in the notes section is the quickest and most efficient way to get the details to the next agent. No need to mess with customer details or 'Outbound Update Contact'.

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