Genesys Cloud CX Professional — Question 64

Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?

Answer options

• A. IVR
• B. Abandon
• C. Flow-outs
• D. Disconnect

Correct answer: C

Explanation

The term 'Flow-outs' accurately describes calls that enter the queue but leave without being handled. 'IVR' refers to Interactive Voice Response systems, 'Abandon' usually indicates a caller who hangs up before being served, and 'Disconnect' pertains to calls that are terminated but may not specifically relate to queue behavior.