[Apr 24, 2024] Free Genesys GCP-GCX Exam Questions and Answer
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Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Certification Exam is a comprehensive and globally recognized certification aimed at testing the proficiency of professionals in Genesys Cloud CX. Genesys Cloud CX Certified Professional - Consolidated Exam certification provides an excellent opportunity for professionals to showcase their skills and knowledge in the customer experience domain and enhance their career prospects. Genesys Cloud CX Certified Professional - Consolidated Exam certification is suitable for professionals working in customer service, contact centers, IT and networking, and project management roles.
Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Certification Exam is a comprehensive certification program designed to test the skills and knowledge of professionals in the field of Genesys Cloud CX. It is a highly respected certification program that helps professionals stand out in the competitive job market and gives them a competitive edge over their peers. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam is designed to test the knowledge of candidates in various areas of Genesys Cloud CX, including configuration, deployment, and troubleshooting.
NEW QUESTION # 63
What additional functionality does Communicate bring to Genesys Cloud CX?
- A. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
- B. Call center features, such as ACD and scripting.
- C. Directory capabilities, such as advanced search, profiles, and keyword searching.
- D. Knowledge-based features, such as FAQs and communities.
Answer: A
Explanation:
Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc. Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate
NEW QUESTION # 64
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
- A. Disable Location Detection
- B. Disable Genesys Cloud CX Login
- C. Password Expiration
- D. Open Admission
Answer: B
NEW QUESTION # 65
Which options can be configured when setting up a queue? (Choose two.)
- A. Alerting Timeout
- B. Wrap-up Codes
- C. ACD Skills
- D. Utilization
- E. Inbound Flows
Answer: B,D
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. Reference: 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 # 66
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
- A. Receive ACD and non-ACD calls, but not place.
- B. Place and receive ACD calls; non-ACD calls can neither be place nor received.
- C. Place ACD and non-ACD calls, but not receive.
- D. Place and receive both ACD and non-ACD calls.
Answer: D
NEW QUESTION # 67
Which of the following best defines the ACD evaluation method Best Available Skills?
- A. A Matches the interaction to the first available agent who has all of the requested skills.
- B. Looks for the first available agent and Ignores any skill requirements
- C. Evaluates the first 100 agents to find the agent with the highest average proficiency rating
- D. The average is calculated using the agent's proficiency rating for each of the requested skills
Answer: C
Explanation:
The Automatic Call Distribution (ACD) evaluation method "Best Available Skills" in Genesys Cloud CX is designed to optimize the matching of interactions to agents based on skill proficiency. This method evaluates the skill proficiency ratings of the first 100 available agents and selects the agent with the highest average proficiency rating across the required skills for the interaction. This approach ensures that the most qualified agent is chosen to handle the interaction, leading to improved customer satisfaction and more efficient resolution of inquiries.
NEW QUESTION # 68
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- B. Configuring trunks to identify premium-rate numbers.
- C. Creating a number-plan to identify premium-rate numbers.
- D. Manually training users to prevent calling premium-rate numbers.
Answer: C
Explanation:
Explanation
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. References: https://help.mypurecloud.com/articles/about-number-plans/
https://help.mypurecloud.com/articles/create-a-number-plan/
NEW QUESTION # 69
Which view displays current metrics and information about queues if you have a membership?
- A. Queues
- B. My Queues Activity
- C. Queues Performance
- D. Queues Activity
Answer: B
NEW QUESTION # 70
_________ binds the numbering plan with the trunk.
- A. Outbound route
- B. Inbound route
- C. Edge Group
- D. Edge
Answer: B
NEW QUESTION # 71
Which role is automatically assigned to a new user?
- A. Communicate - User
- B. admin
- C. employee
- D. User
Answer: A
Explanation:
The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate - User license by default. Reference: https://help.mypurecloud.com/articles/add-a-user/ https://help.mypurecloud.com/articles/communicate-user-role/
NEW QUESTION # 72
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A. True
- B. False
Answer: A
Explanation:
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. 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
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent 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 active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
Status
Time in status
Calls answered
Average talk time
Average ACW
NEW QUESTION # 73
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
- A. 80% of calls must be answered within 20 seconds.
- B. 80 calls must be answered every 20 seconds.
- C. 20 chats and calls must be answered in 80 seconds.
- D. 80% of agents must answer calls within 20 seconds.
Answer: A
Explanation:
A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%. Reference: https://help.mypurecloud.com/glossary/service-level/ https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 74
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
- A. Disable Location Detection
- B. Disable Genesys Cloud CX Login
- C. Password Expiration
- D. Open Admission
Answer: B
Explanation:
Reference:
Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users from logging in with their Genesys Cloud CX credentials and requires them to use an SSO provider instead. This feature enhances security and simplifies user management for organizations that use SSO. Reference: https://help.mypurecloud.com/articles/disable-genesys-cloud-login/ https://help.mypurecloud.com/articles/about-single-sign-on/
NEW QUESTION # 75
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:
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
NEW QUESTION # 76
Genesys Cloud CX Voice is __________.
- A. A help bot that is available within Genesys Cloud CX chat.
- B. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- C. A third-party service that provides external Phone Trunks.
- D. Another name for Genesys Cloud CX.
Answer: B
Explanation:
Explanation
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
NEW QUESTION # 77
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Contributor
- B. Write-Only
- C. Collaborator
- D. Read-Only
- E. Partial
- F. Full Access
Answer: A,D,F
Explanation:
Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level permissions for workspace membership based on their roles and needs. The access level permissions for workspace membership are:
Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.
Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share, move, copy, tag, download, or upload any document in the workspace.
Contributor: Users can create new documents in the workspace and edit or delete their own documents. They can also share, move, copy, tag, download, upload, and view any document in the workspace.
Some other access level permission types for workspace membership are Owner and Collaborator. Reference: https://help.mypurecloud.com/articles/workspace-overview/ https://help.mypurecloud.com/articles/manage-workspace-membership/
NEW QUESTION # 78
Which of following file formats are available to export a report? (Choose three.)
- A. .doc
- B. .pdf
- C. .docx
- D. .xlsx
- E. .xls
- F. .txt
Answer: B,D,E
Explanation:
Explanation
.xls, .xlsx, and .pdf are three file formats that are available to export a report in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
You can export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:
* .xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.
* .xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.
* .pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report.
Some other file formats that are available to export a report are .csv, .docx, and .rtf. References:
https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/export-a-report/
NEW QUESTION # 79
Organization setting that can be configured include: Choose 2 answers
- A. invite Links
- B. Default Language
- C. Skill
- D. Queue Management
Answer: A,B
Explanation:
Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. "Invite Links" and "Default Language" are examples of such settings. "Invite Links" allows administrators to control how users are invited to the system, and "Default Language" sets the default language for the user interface, affecting all users unless they have set their own language preference.
NEW QUESTION # 80
Which of the following Edge feature contains the built-in remote survivability mode?
- A. Call broker
- B. SIP proxy
- C. Disaster recovery
- D. SIP gateway
Answer: B
Explanation:
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/edge-device-overview/ https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
NEW QUESTION # 81
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A. Get a default trunk line installed.
- B. In the Genesys Cloud CX Resource Center.
- C. By asking your carrier what you would need.
- D. On the PSTN carrier's web site.
Answer: B
Explanation:
Reference:
You can find guidelines on PSTN carrier requirements in the Genesys Cloud CX Resource Center. The Genesys Cloud CX Resource Center provides documentation and resources for using and configuring Genesys Cloud CX features and functions. The PSTN carrier requirements article lists the minimum requirements that a PSTN carrier must meet to work with Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/pstn-carrier-requirements/ https://help.mypurecloud.com/
NEW QUESTION # 82
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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.
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