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

Question 1:

Which system automatically interacts with phone callers, collects information, and directs the calls to the proper destination?

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

Correct answer: C

Explanation:

The correct response is C. IVR, which stands for Interactive Voice Response. IVR is a telephony technology that enables an automated system to interact with callers through voice or keypad inputs, gather necessary information, and route the calls to the appropriate person or department without requiring direct human intervention at the outset.

IVR systems are widely used in customer service and support centers. When a caller dials into a service number, the IVR system can prompt them with a series of menu options such as "Press 1 for Sales, Press 2 for Support," etc. Based on the caller’s input—either by speaking or pressing phone keys—the IVR gathers information and intelligently routes the call to the correct destination. This automation helps reduce wait times, improves call handling efficiency, and allows organizations to serve many customers simultaneously without needing a live agent immediately.

Let’s analyze the other options to clarify why they don’t fit:

• A. DTMF (Dual-Tone Multi-Frequency): This refers to the specific signals generated when a caller presses buttons on their phone keypad, often recognized as the "beeps" during dialing. DTMF itself is just a method for input detection, not an interactive system. While IVR systems use DTMF signals to capture user input, DTMF alone doesn’t provide any interactive or routing capabilities.

• B. CRM (Customer Relationship Management): CRM systems are software platforms designed to manage customer data, track interactions, and facilitate marketing, sales, and support workflows. While CRM tools may integrate with telephony systems, they do not provide automated call routing or interaction capabilities like IVR.

• D. Telephony: This is a broad term encompassing all technologies related to voice communications over distances, including phones, networks, and protocols. IVR is a specialized function within telephony but "telephony" itself does not describe a system that interacts with callers or routes calls.

In summary, IVR is the automated telephony solution that engages callers directly, collects input through voice or keypad, and routes calls appropriately. It enables organizations to improve operational efficiency, reduce costs, and enhance customer experience by automating the initial call handling process, making it the correct answer.

Question 2:

Which component is responsible for guiding callers through interaction options and improving their experience before they reach a live agent?

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

Correct answer: D

Explanation:

The correct answer here is D. IVR (Interactive Voice Response). In telephony systems, the IVR acts as the primary automated interface that determines the caller’s path before a human agent becomes involved, ultimately improving the caller’s overall experience.

When a caller contacts a support center, the IVR system typically welcomes them with a series of pre-recorded audio messages or prompts. These prompts inform the caller about available options or services and request input. Callers provide responses either by speaking or pressing keys on their phone, generating DTMF tones. The IVR then processes this input, using built-in logic and decision trees—often referred to as the “flow”—to guide the caller efficiently through the system.

By managing this interaction path, the IVR reduces caller wait times and routes inquiries more accurately. For example, it can filter simple requests, verify caller identity, or direct callers to specialized agents based on their input. This improves not only operational efficiency but also customer satisfaction by helping callers get to the right place faster.

Now, let’s clarify why the other choices don’t fully answer the question:

• A. Prompts: These are the recorded audio messages heard by callers. While prompts are essential for guiding users, they are just one element within the broader IVR system. Prompts alone do not manage or select the call path.

• B. Flow: This term refers to the sequence or logic that directs the caller’s journey within the IVR, essentially the rules or decision trees used to route calls. While flow is critical, it is not a standalone system; it is a component of the IVR architecture.

• C. DTMF: Dual-Tone Multi-Frequency tones are the signals generated when callers press phone keypad buttons. These tones serve as input to the IVR system but do not select or manage the interaction path themselves.

In conclusion, the IVR system is the comprehensive solution that combines prompts, flow logic, and input processing to select the interaction path and enhance caller experience prior to agent involvement. It automates routine tasks and ensures callers reach the right agent or department efficiently, confirming D. IVR as the correct answer.

Question 3:

What type of call flow is designed to route an incoming call to the appropriate ACD queue based on the caller’s input or response?

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

Correct Answer: B

Explanation:

In call center and telephony environments, managing incoming calls efficiently is critical to delivering excellent customer service. One key mechanism to achieve this is through the use of different types of call flows, which define how calls are handled within the system. The question asks which call flow is responsible for routing incoming calls to the correct Automatic Call Distributor (ACD) queue based on the caller’s responses, such as pressing keys on their phone or speaking commands.

The correct answer is the Inbound Call Flow. This call flow is specifically designed to manage incoming calls. When a caller contacts the system, the inbound call flow uses interactive voice response (IVR) prompts or other mechanisms to gather input from the caller. Based on that input—such as selecting options from a menu or responding to voice prompts—the call flow directs the call to the appropriate ACD queue that corresponds to the department or service the caller needs. This dynamic routing is essential for call centers that handle a variety of service areas, ensuring that calls reach agents who are best equipped to assist the caller.

To clarify why the other options are incorrect:

• In-queue Call Flow (A) operates after a call has already been placed in a queue. Its role is to manage what happens while the caller waits—such as playing hold music or announcing estimated wait times—but it does not determine initial routing based on customer input.

• Outbound Call Flow (C) refers to calls initiated by agents or automated systems going out to customers. This flow manages how outbound calls are processed and is unrelated to routing incoming calls based on input.

• Secure Call Flow (D) is typically used in scenarios requiring secure data exchange during a call, such as processing payments or conducting authentication. While important, this flow is not involved in routing based on caller responses.

In summary, the Inbound Call Flow is tailored for handling incoming calls and making routing decisions based on what the caller selects or says, effectively directing calls to the right ACD queue or department. This makes Inbound Call Flow the correct choice for the scenario described.

Question 4:

Which container is used to store audio messages and/or text-to-speech (TTS) pairings organized by language within an IVR system?

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

Correct Answer: C

Explanation:

Interactive voice response (IVR) systems rely on various components to interact with callers effectively. One important aspect of IVR systems is their ability to deliver messages in multiple languages or dialects, often using either prerecorded audio or text-to-speech (TTS) technology. The question here focuses on identifying the specific container or element within such systems that holds the audio or TTS content on a per-language basis.

The correct answer is Prompts. Prompts are the core elements that deliver audio messages or TTS output to callers. They serve as containers or repositories for these messages and are typically organized so that different language versions of prompts can coexist within the system. For example, a prompt asking “Please press 1 for sales, 2 for support” might have versions in English, Spanish, French, and other languages, ensuring callers receive information in their preferred language. This organization allows the system to select the appropriate prompt based on the caller’s language settings or preferences.

Examining the other options clarifies why they are not correct:

• Flow (A) refers to the sequence or overall path of a call or interaction, including various decision points and prompts. However, it does not directly store audio or TTS content itself; rather, it references prompts.

• IVR (B) is the technology or platform enabling the interaction with callers through voice or keypad input. While the IVR system uses prompts, it is not a container for audio or TTS data.

• DTMF (D), which stands for dual-tone multi-frequency, is the system that recognizes keypad inputs from callers. It is related to signal processing, not message storage or playback.

In conclusion, Prompts are the fundamental containers that store and manage audio and TTS messages, supporting multiple languages to enhance user experience in IVR systems. This makes Prompts the best answer for this question.

Question 5:

Which of the following sequences correctly represents the steps to create 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

Correct Answer: D

Explanation:

Creating a new flow follows a specific and logical sequence of steps designed to ensure the flow is configured correctly and functions as intended. This ordered process minimizes errors and helps maintain consistency in how flows are built.

The first step is always to log in to Architect. Access to the system’s environment is essential, as it provides the platform and tools needed to design and manage flows. Without logging in, none of the other steps can proceed.

Next, you select the type of flow you want to create. This step is critical because the flow type influences the available options, functionality, and behavior. Choosing the correct flow type ensures that the system builds a flow tailored to the intended purpose, whether that is customer service interactions, data processing, or some other workflow.

After selecting the flow type, you proceed to click + Add to initiate the creation of the flow itself. This triggers the system to prepare a new flow workspace where further configurations can be made.

The fourth step is to enter the Settings section and adjust configuration options. Settings include permissions, default actions, integration points, and other important parameters that define how the flow behaves and interacts with other systems or users.

Following settings configuration, you add the required menus to the flow. Menus help structure user navigation and interaction paths, allowing end-users to select options or move through the flow intuitively.

After menus are set, the next step is to add the tasks that the flow will execute. Tasks represent the core actions or functions the flow performs, such as processing input, retrieving data, or triggering external processes.

Before making the flow available, it is important to validate the flow to ensure there are no errors or inconsistencies. Validation helps catch configuration problems early, preventing failures when the flow is used.

Finally, once validation passes, you can publish the flow. Publishing makes the flow active and accessible to users or systems that depend on it.

Following this logical progression — login, select type, add flow, configure settings, add menus, add tasks, validate, and publish — ensures an efficient and error-free flow creation process. Among the options, the sequence in option D (1,4,2,3,6,5,8,7) correctly reflects these steps.

Question 6:

Which units of time can be used to set the selection timeout for menus? (Select two.)

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

Correct Answers: C, D

Explanation:

The selection timeout for menus determines how long a menu remains active while waiting for a user to make a choice before the menu automatically closes, resets, or takes an alternative action. Setting this timeout correctly is vital for ensuring menus remain responsive and user-friendly.

Timeouts are generally measured in units that reflect the expected user interaction speed. Very long durations would cause menus to linger unnecessarily, while extremely short times might frustrate users by closing menus too quickly.

Starting with hours (A), this unit is impractical for menu selection timeouts. Menus rarely need to remain active for several hours waiting for user input because it would create a sluggish user experience and potential resource management issues. Thus, hours are not a standard unit for this setting.

Similarly, minutes (B) can be too long for most interactive menus. While a few minutes might be reasonable for certain use cases, generally menus need to respond faster to maintain smooth interaction, so minutes are rarely chosen for timeouts.

The most common unit is seconds (C). Seconds provide a practical balance by allowing users enough time to make a decision without excessive delay. For example, a timeout might be set to 10 or 15 seconds, giving sufficient breathing room for users while keeping the system responsive. Seconds are widely adopted in various applications, such as voice menus or on-screen prompts.

Milliseconds (D) are even more precise, measuring thousandths of a second. This level of granularity is useful in high-performance or highly interactive systems where responsiveness is crucial. Milliseconds enable very fine-tuned timeout settings, ensuring the system reacts immediately after brief delays, which is helpful in gaming interfaces or rapid input environments.

Lastly, microseconds (E) are generally not used for menu timeouts. One microsecond equals one millionth of a second, which is far too precise and fast for human interactions. User interfaces don’t require this level of timing detail because users cannot react that quickly, and such settings would not improve usability.

Therefore, the best units to configure menu selection timeouts are seconds and milliseconds. They strike a perfect balance between giving users adequate time to respond and maintaining system responsiveness, making C and D the correct answers.

Question 7:

What is the highest possible setting for the ‘Minimum confidence level’ in a speech recognition system?

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

Correct Answer: C

Explanation:

In speech recognition technology, the minimum confidence level is a crucial parameter that determines how certain the system must be before it accepts and acts on a spoken input. This confidence score reflects the system's assessment of how likely it is that the recognized speech matches what the user actually said. The higher the confidence level set, the more stringent the system is about accepting speech recognition results.

The confidence level is typically expressed as a percentage, ranging from 0% to 100%. A setting of 0% would mean the system accepts almost any recognition, regardless of certainty, while 100% means the system only accepts speech it is absolutely sure about. In practical use, the confidence level can be adjusted to balance between acceptance rate and accuracy depending on the application’s tolerance for errors.

The maximum value for this setting is 100%. At this level, the system demands perfect confidence before it accepts recognized speech. This strict threshold is valuable in environments where accuracy is critical, such as in secure authentication systems or sensitive command-and-control applications. However, such a high threshold can also lead to many false rejections, especially in cases where speech is unclear or affected by accents, background noise, or technical limitations.

Lowering the confidence level to values like 25% or 50% makes the system more lenient, increasing the chances that spoken input will be accepted, but at the risk of more frequent errors or misinterpretations. This flexibility is useful in settings where ease of use is more important than absolute accuracy, such as general voice assistants.

To summarize, the minimum confidence level parameter controls the trade-off between accuracy and acceptance of speech recognition results. The absolute highest confidence level allowed is 100%, meaning the system will only accept a speech input when it is completely confident in the recognition. Therefore, the correct answer is C. 100%.

Question 8:

What is the lowest possible number of times a menu can be repeated?

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

Correct Answer: D

Explanation:

This question explores the concept of menu repetition in a system, such as an automated voice response or interactive menu interface. "Repeating a menu" refers to the act of presenting the same set of options multiple times, often to give the user another chance to make a selection or to confirm choices. Understanding the minimum number of times a menu needs to be repeated requires looking at the logic of how menu repetition works.

The minimum value implies the smallest possible number of repetitions, including the possibility of no repetition at all. Let’s evaluate each choice:

• 1 repetition means the menu is repeated at least once, implying the menu is shown twice: once initially and once more as a repeat. While this may happen in many cases, it is not necessarily the minimum, since there could be no repetition needed at all.

• 2 or 5 repetitions imply that the menu is repeated multiple times, which would clearly be higher than the minimum requirement and typically only used when ensuring the user hears options multiple times or when additional confirmation is necessary.

• 0 repetitions means the menu is not repeated at all. This represents the absolute minimum number of times to repeat a menu. In many cases, a menu may be presented only once, especially if the user immediately responds or if repetition is optional based on system design. This zero repetition setting is important in systems designed to avoid redundancy and streamline user interaction.

Therefore, the smallest possible number of menu repeats is zero, indicating the menu can be presented just once with no repeats necessary. This flexibility allows system designers to optimize user experience based on context and necessity.

In conclusion, the minimum number of times to repeat a menu is 0, making D the correct answer.

Question 9:

Which specific term refers to the IVR setting that controls the maximum allowed pause time between a caller pressing consecutive digits?

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

Correct Answer: B

Explanation:

In an Interactive Voice Response (IVR) system, timing controls play a crucial role in how the system interprets user input and navigates the caller through menus. Among these controls, the Inter-Digit Timeout is a key setting that defines how long the system waits for a caller to press the next digit after the previous one.

Specifically, the Inter-Digit Timeout sets the maximum allowed pause or delay between pressing individual keys. If the caller pauses longer than this configured interval before pressing the next digit, the IVR assumes that the input sequence is complete and proceeds with the corresponding action or menu. This timeout balances usability—giving callers enough time to enter their input comfortably—while ensuring the call flow is efficient and doesn’t stall indefinitely waiting for input.

Looking at the other options:

• Timeout (A) is a general term that can refer to many different timing parameters in an IVR or any system. It’s not precise enough because it does not specify which kind of pause or delay is measured. For example, it could mean the overall session timeout or the timeout waiting for any input at all.

• No Entry Timeout (C) is a different setting altogether. This timeout comes into play when the caller does not press any digit at all within a specific period. It usually triggers a prompt reminding the caller to enter a selection or redirects the call if no input is received. It does not control the delay between digits once the user has started inputting numbers.

• Menu Selection Timeout (D) relates to the time a caller has to make a menu choice after being presented with options. This timeout starts when the menu prompt finishes playing and ends when the caller makes a selection. It’s different from the delay between digits within a sequence.

Therefore, the Inter-Digit Timeout is the correct and most specific term for managing the pause duration between individual digits. This setting is vital for providing a user-friendly experience while keeping the IVR system responsive and efficient.

Question 10:

When you delete a flow in an automation or workflow platform, does this action only remove the current active version of the flow?

A. True
B. False

Correct Answer: B

Explanation:

In many automation or workflow management platforms, a “flow” typically represents a defined sequence of actions or processes that can have multiple saved versions. Understanding what happens when you delete a flow is important for managing and maintaining workflows properly.

The question here is whether deleting a flow removes only the current or active version or if it deletes all versions of that flow.

In general, deleting a flow means removing the entire flow entity from the system. This deletion usually includes all saved versions, history, and associated data related to that flow. Systems rarely treat versions of a flow as independently deletable entities once a flow is deleted. Instead, deleting the flow removes everything associated with it.

Some platforms do offer version control or archiving features where older versions can be preserved separately or restored if needed. However, this functionality is separate from the deletion action. When you explicitly delete a flow, it typically means the entire object, including every version, is removed from the repository or database.

This approach prevents orphaned versions and ensures that the system remains clean and organized without leftover fragments of deleted flows cluttering the environment.

Therefore, the statement that deleting a flow only removes the current version is false. The action is more comprehensive and removes the full flow definition along with its versions.

In practice, always double-check the platform’s documentation and available settings regarding flow versioning and deletion. Some systems might provide options to delete individual versions separately or archive flows without deleting them, but these are specific features, not the default behavior.

In summary, deleting a flow results in the complete removal of the flow and all its versions, not just the current one. This understanding helps avoid accidental loss of important workflow data.