GCP-GCX Free Exam Study Guide! (Updated 144 Questions)
GCP-GCX Dumps for Genesys Cloud CX Certified Exam Questions and Answer
The GCP-GCX certification exam is designed for professionals who work with Genesys Cloud CX, including consultants, developers, administrators, and engineers. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam is ideal for those who want to demonstrate their expertise in customer experience management and differentiate themselves in the job market. It is also a great way for professionals to enhance their skills and knowledge of Genesys Cloud CX.
Genesys GCP-GCX certification exam is an excellent way for professionals to demonstrate their expertise in Genesys Cloud CX and to enhance their career prospects in customer service, sales, and IT. By passing GCP-GCX exam, individuals can prove their ability to manage and administer the Genesys Cloud CX platform effectively, which can lead to better job opportunities and higher salaries.
NEW QUESTION # 23
Which dialing mode allows the agent to see customer information before dialing?
- A. Power
- B. Predictive
- C. Progressive
- 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 # 24
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. Automatic Call Distribution
- B. IVR
- C. Workforce Management
- D. Skill-based Routing
Answer: D
NEW QUESTION # 25
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 provides core telephony services.
- D. It provides for the integration of Active Directory, SharePoint, and other third-party data.
- E. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
Answer: B,C,E
Explanation:
The following statements are true regarding the Genesys Cloud CX Edge appliance:
It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
It provides core telephony services such as call control, call recording, call quality monitoring, etc.
It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
The following statements are false regarding the Genesys Cloud CX Edge appliance:
It provides for the integration of Active Directory, SharePoint, and other third-party data.
It manages the Genesys Cloud CX platform services.
The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local network and Genesys Cloud CX data centers. Reference: https://help.mypurecloud.com/articles/about-edge-devices/ https://help.mypurecloud.com/articles/edge-device-overview/
NEW QUESTION # 26
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
- A. Groups
- B. Workgroups
- C. Roles
- D. Rooms
Answer: C
NEW QUESTION # 27
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Best available skills
- B. Agent availability
- C. Disregard skills
- D. All skills matching
- E. Bullseye matching
Answer: A,D,E
Explanation:
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction. There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Reference: https://help.mypurecloud.com/articles/evaluation-methods/ https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 28
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:
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. References: https://help.mypurecloud.com/articles/about-licenses/
https://help.mypurecloud.com/articles/assign-licenses-to-users/
NEW QUESTION # 29
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
- A. True
- B. False
Answer: A
Explanation:
Reference:
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected. Phone redundancy is a feature that allows phones to register with multiple Edges for backup purposes. Call survivability is a feature that allows phones to maintain active calls even when they lose connection with their primary Edge. These features ensure that calls are not dropped or interrupted due to network failures or maintenance activities. Reference: https://help.mypurecloud.com/articles/about-phone-redundancy/ https://help.mypurecloud.com/articles/about-call-survivability/
NEW QUESTION # 30
What options are available for exporting data from a view? Choose 2 answers
- A. Chat
- B. PDF
- C. DOCX
- D. CSV
- E. TXT
Answer: B,D
Explanation:
When exporting data from views in Genesys Cloud CX, users have several format options. Among these, PDF and CSV are commonly available choices for exporting data. PDF format is useful for creating ready-to-share documents that preserve the layout and formatting of the view, while CSV format is ideal for data manipulation and analysis in spreadsheet applications, allowing for further data processing and insights.
NEW QUESTION # 31
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A. Documents
- B. Workspaces
- C. Activity
- D. Directory
Answer: C
Explanation:
Explanation
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 32
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
- A. Time since last ACD interaction
- B. Staffing requirements
- C. Additional attribute ratings
- D. Language skills
- E. ACD skills
Answer: C,D,E
Explanation:
Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
Language skills indicate an agent's ability to speak or write in different languages.
Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.
ACD skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX ACD uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. Reference: 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-additional-attribute-ratings-to-an-agent-profile/ https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
NEW QUESTION # 33
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?
- A. Available
- B. Busy
- C. Away
- D. Break
Answer: C
Explanation:
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.
NEW QUESTION # 34
Which architectural approach is used to develop a single application as a suite of small services?
- A. Monolithic Architecture
- B. Single Core Architecture
- C. Genesys Cloud CX Salesforce Architecture
- D. Microservices Architecture
Answer: D
NEW QUESTION # 35
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 Quality Details Report
- C. Agent Metrics Export Report
- D. Agent Metrics Report
Answer: C
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. Reference: https://help.mypurecloud.com/articles/agent-metrics-export-report/ https://help.mypurecloud.com/articles/agent-metrics-report/
NEW QUESTION # 36
Under which container is Queue available?
- A. Integration
- B. Contact Center
- C. Routing
- D. Telephony
Answer: C
Explanation:
Explanation
Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window. References: https://help.mypurecloud.com/articles/routing-overview/
https://help.mypurecloud.com/articles/admin-menu-overview/
NEW QUESTION # 37
Which of the following statements are true? (Choose three.)
- A. Each report contains a predefined set of metrics.
- B. Reports once created cannot be configured.
- C. An Abandon is an interaction that disconnects before an agent handles it.
- D. A queue report only counts interactions handled by an agent.
- E. An agent-based report counts any interactions an agent worked with.
Answer: A,C,E
NEW QUESTION # 38
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?
- A. The phone number is being used by a different user.
- B. The user's phone is unplugged.
- C. The user is not assigned the appropriate role.
- D. The user may have deleted the icon.
Answer: C
Explanation:
The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony > Plugin > All and Telephony > Call > Control > All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features. Reference: https://help.mypurecloud.com/articles/about-roles-and-permissions/ https://help.mypurecloud.com/articles/assign-roles-to-a-user/ https://help.mypurecloud.com/articles/make-a-phone-call/
NEW QUESTION # 39
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. VR
- B. Digital
- C. Workforce Engagement
- D. Human Capital Management
- E. AI
Answer: B,C,E
Explanation:
Explanation
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities.
AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References:
https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital
https://www.genesys.com/genesys-cloud/features/workforce-engagement
NEW QUESTION # 40
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
- A. True
- B. False
Answer: A
NEW QUESTION # 41
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
Explanation
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. References:
https://help.mypurecloud.com/articles/about-performance-dashboards/
https://help.mypurecloud.com/articles/create-a-performance-dashboard/
NEW QUESTION # 42
Under which container is Queue available?
- A. Integration
- B. Contact Center
- C. Routing
- D. Telephony
Answer: C
NEW QUESTION # 43
To assign extensions to users, you must first __________.
- A. Assign the extension to the user's phone.
- B. Create a pool of extensions.
- C. Buy the extension number from the carrier.
- D. Add the extension to the dial plan.
Answer: B
Explanation:
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/ https://help.mypurecloud.com/articles/assign-extensions-to-users/
NEW QUESTION # 44
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
Answer: A
NEW QUESTION # 45
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. IVR
- B. Workforce Management
- C. Automatic Call Distribution
- D. Skill-based Routing
Answer: C
NEW QUESTION # 46
Which view displays current metrics and information about queues if you have a membership?
- A. Queues Performance
- B. My Queues Activity
- C. Queues Activity
- D. Queues
Answer: B
NEW QUESTION # 47
Which of the following statements is NOT true regarding numbering plan?
- A. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- B. Numbering plan is also known as a dial plan.
- C. It has to be created manually.
- D. Numbering plan can be added or modified based on the organizational requirements.
Answer: C
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 # 48
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Genesys GCP-GCX Exam covers a wide range of topics, including the basics of the Genesys Cloud CX platform, its architecture, and its various functionalities. GCP-GCX exam also tests the individual's knowledge of key concepts such as customer journey management, omnichannel strategies, and contact center analytics. Additionally, the exam assesses the individual's ability to apply this knowledge in practical scenarios.
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