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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

5 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

5 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

5 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

3 months ago

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

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Francisca

3 months ago

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

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Anglea

3 months ago

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

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Gertude

3 months ago

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

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Wayne

4 months ago

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

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Laticia

4 months ago

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

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Kenneth

5 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

5 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

4 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

4 months ago

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

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Glendora

4 months ago

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

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Noel

4 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

5 months ago

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

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Kenneth

5 months ago

I believe it should be displayed as Busy.

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Brett

6 months ago

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

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Callie

5 months ago

B) Busy

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Yuki

5 months ago

A) Available

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Frankie

6 months ago

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

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Dannie

6 months 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

5 months ago

C) Away

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Johnson

6 months ago

B) Busy

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Antonette

6 months ago

A) Available

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