[Aug 25, 2023] GCP-GCX Exam Dumps, GCP-GCX Practice Test Questions
Free GCP-GCX Study Guides Exam Questions and Answer
NEW QUESTION # 20
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. True
- B. False
Answer: B
NEW QUESTION # 21
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 may have deleted the icon.
- C. The user is not assigned the appropriate role.
- D. The user's phone is unplugged.
Answer: C
Explanation:
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. References:
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 # 22
Which of the following statements defines a critical question in an Evaluation Form?
- A. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
- B. Critical questions are questions that the agent must answer.
- C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
- D. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
Answer: A
NEW QUESTION # 23
Which of the following best defines the performance view for Queues?
- A. Used to view historical data only.
- B. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- C. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- D. Used to monitor real-time contact center metrics.
Answer: B
NEW QUESTION # 24
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Admin > Contact Center
- B. Performance > Overview (Evaluations)
- C. Admin > Quality
- D. Performance > Workspace > Dashboards
Answer: B
NEW QUESTION # 25
Select the categories of Prompts in Architect. (Choose two.)
- A. Data
- B. Menu
- C. User
- D. System
Answer: C,D
Explanation:
Explanation
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. References: https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
NEW QUESTION # 26
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Explanation
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 27
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Set up a schedule to run a daily report.
- B. Automatically assign an evaluation for all calls over 5 minutes.
- C. Determine how long to retain recordings and whether to archive or delete them.
- D. Update the Do Not Call list with records that have the appropriate wrap-up code.
- E. Specify time sets as a matching criteria.
Answer: A,C,D
NEW QUESTION # 28
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?
- A. Add a priority of "High" to the document.
- B. Number the document such that it appears on the top of the list.
- C. Add meaningful tags to the document.
- D. Ensure that the document name is easy to search for.
Answer: D
NEW QUESTION # 29
Which of the following is not a Quality Management feature?
- A. Interaction Recording
- B. Policies
- C. Scheduling
- D. Evaluation Forms
Answer: A
NEW QUESTION # 30
You can add more than one outbound route to the contact center.
- A. False
- B. True
Answer: B
Explanation:
Explanation
You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. References:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/
NEW QUESTION # 31
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Creating a number-plan to identify premium-rate numbers.
- B. Manually training users to prevent calling premium-rate numbers.
- C. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- D. Configuring trunks to identify premium-rate numbers.
Answer: D
NEW QUESTION # 32
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. Place and receive ACD calls; non-ACD calls can neither be place nor received.
- B. Place and receive both ACD and non-ACD calls.
- C. Receive ACD and non-ACD calls, but not place.
- D. Place ACD and non-ACD calls, but not receive.
Answer: B
NEW QUESTION # 33
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 Login-Logout Details Report
- C. Agent Quality Details Report
- D. Agent Activity Summary Report
Answer: B
Explanation:
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
References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 34
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
__________.
- A. Create a Site
- B. Associate the network interface
- C. Create an Edge Group
- D. Assign the Edge to a Site
- E. Authenticate the Edge
- F. Configure a trunk
- G. Configure the Edge Connectors
Answer: F
Explanation:
Explanation
Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are:
* Create a Site
* Create an Edge Group
* Associate the network interface
* Authenticate the Edge
* Configure the Edge Connectors
* Assign the Edge to a Site References: https://help.mypurecloud.com/articles/configure-an-edge-device/
* https://help.mypurecloud.com/articles/about-trunks/
NEW QUESTION # 35
Instant messaging costs are significantly less than long-distance phone conversations.
- A. False
- B. True
Answer: B
NEW QUESTION # 36
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
- A. Hardware ID (MAC address)
- B. Phone model
- C. Phone name
- D. Base settings
Answer: A
NEW QUESTION # 37
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more. References: https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
NEW QUESTION # 38
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Knowledge levels
- B. Index Ratings
- C. Medians
- D. Languages
- E. Skills
Answer: A,E
NEW QUESTION # 39
......
To be eligible to take the GCP-GCX exam, candidates must have a solid understanding of customer experience and contact center operations, as well as experience working with Genesys Cloud CX. GCP-GCX exam consists of multiple-choice questions and is administered online. The GCP-GCX certification is valid for two years, and candidates must recertify every two years to maintain their certification. Genesys Cloud CX Certified Professional - Consolidated Exam certification demonstrates to employers and clients that a professional has the knowledge and skills needed to effectively use and manage the Genesys Cloud CX platform.
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