GCP-GCX Tested & Approved Genesys Cloud CX Study Materials

Validate your Skills with Updated Genesys Cloud CX Exam Questions & Answers and Test Engine

Genesys GCP-GCX certification is an industry recognized certification that helps professionals validate their skills in the Genesys Cloud CX platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification is designed for professionals who want to demonstrate their expertise in the Genesys Cloud CX platform and its key features. Genesys Cloud CX Certified Professional - Consolidated Exam certification is designed to help professionals understand how to use the Genesys Cloud CX platform to its full potential.

 

NEW QUESTION # 56
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?

• A. No
• B. Yes

Answer: A

Explanation:
Explanation
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
* Service level
* Abandon rate
* Average speed of answer
* Average handle time
* Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
* A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
* An interaction spends time in multiple queues
* An interaction abandons before an agent handles it
* An agent is a member of more than one queue
* An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
* Offered count
* Answered count
* Abandoned count
* Transfer count
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/agent-status-overview/

NEW QUESTION # 57
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

• A. SIP
• B. UDP
• C. TLS
• D. The default protocol
• E. TCP

Answer: B,C,E

NEW QUESTION # 58
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)

• A. It manages the Genesys Cloud CX platform services.
• B. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
• C. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
• D. It provides core telephony services.
• E. It provides for the integration of Active Directory, SharePoint, and other third-party data.

Answer: B,C,D

NEW QUESTION # 59
Which of the following items need to be configured for an outbound campaign? (Choose three.)

• A. Campaigns
• B. Evaluation Forms
• C. Agents
• D. Contact Lists
• E. Dialing Modes

Answer: A,D,E

Explanation:
Explanation
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules. To create an outbound campaign, you need to configure the following items:
* Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
* Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
* Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.
References: https://help.mypurecloud.com/articles/about-outbound-campaigns/
https://help.mypurecloud.com/articles/create-a-contact-list/
https://help.mypurecloud.com/articles/create-a-campaign/
https://help.mypurecloud.com/articles/dialing-modes-overview/

NEW QUESTION # 60
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?

• A. employee
• B. Supervisor
• C. User
• D. admin

Answer: D

Explanation:
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/admin-role/ https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/

NEW QUESTION # 61
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

• A. Roles
• B. Skills
• C. Language
• D. Queue

Answer: B,C

Explanation:
Explanation
Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires. References:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/

NEW QUESTION # 62
Which Genesys Cloud CX feature helps reduce wait time for each call?

• A. IVR
• B. Workforce Management
• C. Skill-based Routing
• D. Automatic Call Distribution

Answer: A

Explanation:
IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent's assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support. Reference: https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/ https://help.mypurecloud.com/articles/about-architect/

NEW QUESTION # 63
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?

• A. Resend the invite.
• B. Submit a ticket to Genesys Cloud CX support.
• C. Tell John to be patient and wait for the email to arrive.
• D. Add John to Genesys Cloud CX again so that a new invitation will be generated.

Answer: A

Explanation:
Explanation
The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/

NEW QUESTION # 64
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)

• A. Chrome
• B. Safari
• C. Internet Explorer
• D. Firefox
• E. Opera

Answer: A,B

NEW QUESTION # 65
Which of the following statements is NOT true regarding numbering plan?

• A. It has to be created manually.
• B. Numbering plan is also known as a dial plan.
• C. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
• D. Numbering plan can be added or modified based on the organizational requirements.

Answer: A

Explanation:
Explanation
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:
* How many digits are required to dial a destination number
* Which digits are used to identify a country code, area code, or extension
* Which digits are used to access an outside line or an operator
* Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu .
Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/

NEW QUESTION # 66
Which of the following statements is NOT true regarding numbering plan?

• A. It has to be created manually.
• B. Numbering plan is also known as a dial plan.
• C. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
• D. Numbering plan can be added or modified based on the organizational requirements.

Answer: A

Explanation:
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:
How many digits are required to dial a destination number
Which digits are used to identify a country code, area code, or extension Which digits are used to access an outside line or an operator Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu . Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . Reference: https://help.mypurecloud.com/articles/number-plan-information/ https://help.mypurecloud.com/articles/add-number-plan/

NEW QUESTION # 67
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

• A. Reporting and Analytics
• B. Queue Management
• C. Routing
• D. Workforce Management

Answer: D

Explanation:
Reference:
Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed. Reference: https://help.mypurecloud.com/articles/about-workforce-management/ https://help.mypurecloud.com/articles/workforce-management-overview/

NEW QUESTION # 68
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

• A. Agent Login-Logout Details Report
• B. Agent Metrics Report
• C. Agent Quality Details Report
• D. Agent Metrics Export Report

Answer: D

Explanation:
Explanation
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent. References:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/

NEW QUESTION # 69
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)

• A. Read-Only
• B. Contributor
• C. Full Access
• D. Write-Only
• E. Collaborator
• F. Partial

Answer: A,B,C

NEW QUESTION # 70
Which options can be configured when setting up a queue? (Choose two.)

• A. Alerting Timeout
• B. Inbound Flows
• C. Wrap-up Codes
• D. Utilization
• E. ACD Skills

Answer: C,D

Explanation:
Explanation
Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can have various options configured to define its behavior and performance, such as:
* Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction.
* Utilization is a percentage that indicates how much time an agent spends handling interactions versus being available for new interactions.
Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc. References: https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/create-and-configure-queues/
https://help.mypurecloud.com/glossary/wrap-up-code/ https://help.mypurecloud.com/glossary/utilization/

NEW QUESTION # 71
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

• A. Index Ratings
• B. Skills
• C. Knowledge levels
• D. Medians
• E. Languages

Answer: B,E

Explanation:
Explanation
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent.
Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Languages indicate an agent's ability to speak or write in different languages.
* Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/

NEW QUESTION # 72
The license used by a user is determined by the permissions enabled in the roles assigned to that user.

• A. True
• B. False

Answer: A

Explanation:
The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type. Reference: https://help.mypurecloud.com/articles/about-licenses/ https://help.mypurecloud.com/articles/assign-licenses-to-users/

NEW QUESTION # 73
Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?

• A. Genesys Cloud CX Workforce Management
• B. Genesys Cloud CX Reporting and Analytics
• C. Genesys Cloud CX API
• D. Genesys Cloud CX Architect

Answer: A

Explanation:
Explanation
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. References:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/

NEW QUESTION # 74
Which of the following best defines the performance view for Agents?

• A. Used to monitor real-time contact center metrics.
• B. Used to view historical data only.
• C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• D. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

Answer: C

NEW QUESTION # 75
How do you represent your organization when you contact the Genesys Cloud CX support team?

• A. Agent Name
• B. ID
• C. Company Name
• D. Organization ID

Answer: D

Explanation:
Explanation
Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX window. References:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/

NEW QUESTION # 76
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.

• A. False
• B. True

Answer: A

NEW QUESTION # 77
Which dialing mode allows the agent to see customer information before dialing?

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

Answer: D

Explanation:
In Genesys Cloud CX, the Preview dialing mode is specifically designed to allow agents to review customer information before initiating the call. This mode presents the agent with customer details and relevant context before the dialing process begins, enabling the agent to prepare for the interaction and tailor their approach based on the customer's history and needs. This preparation can lead to more personalized and effective customer engagements.

NEW QUESTION # 78
WebRTC phones require all hardware and software to be properly installed.

• A. False
• B. True

Answer: A

Explanation:
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. Reference: https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/ https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/

NEW QUESTION # 79
Which report displays the length of each session for one or more agents over a specified period of time?

• A. Agent Metrics Report
• B. Agent Activity Summary Report
• C. Agent Login-Logout Details Report
• D. Agent Quality Details Report

Answer: C

Explanation:
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Conduct
Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as:
Pre-set Day Filter
Report Date
Agent Group
Agent
Media Type

NEW QUESTION # 80
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

• A. The DID number and extension are considered the same numbers and entered into the same phone.
• B. The DID number and the extension do not have the same last 4 digits.
• C. The DID number and extension are not listed in the DID or extension pools.
• D. The user does not have the proper license type, roles, and permissions.

Answer: C,D

NEW QUESTION # 81
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