Genesys Cloud Certified Professional – Administrator — Question 17

Which dialing mode allows the agent to see customer information before dialing?

Answer options

• A. Progressive
• B. Predictive
• C. Preview
• D. Power

Correct answer: C

Explanation

The correct answer is C, Preview, as this mode gives agents the opportunity to view customer information before initiating the call. In contrast, Progressive and Predictive modes automatically dial numbers, and Power dialing requires the agent to initiate calls without prior customer information review.