[Aug 05, 2024] Latest GCP-GCX PDF Dumps & Real Tests Free Updated Today
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Genesys GCP-GCX certification exam is designed to test the knowledge and expertise of professionals who work with Genesys Cloud CX. Genesys Cloud CX Certified Professional - Consolidated Exam certification validates the skills necessary to implement, configure, and troubleshoot Genesys Cloud CX solutions. GCP-GCX exam tests a broad range of skills, including knowledge of Genesys Cloud CX architecture, contact center management, routing, reporting, and analytics.
NEW QUESTION # 19
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
- A. Language
- B. Skills
- C. Queue
- D. Roles
Answer: A,B
NEW QUESTION # 20
Which of the following statements about scripts is true?
- A. Scripts may be used for outbound dialing campaigns only.
- B. Scripts can be used in all types of interactions.
- C. Scripts can be used for inbound interactions only.
- D. Scripts are only used to configure flows when setting up Architect.
Answer: B
Explanation:
Explanation
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc. References: https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
NEW QUESTION # 21
Which of the following statements is NOT true regarding Management Units?
- A. Agents that handle the same set of interactions should belong to the same management unit.
- B. Management Units partition agents and interactions into logical groups.
- C. They help you create, manage, and view schedules for a group.
- D. A maximum of 100 agents can be added to a single Management Unit.
Answer: D
Explanation:
Explanation
A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no limit on the number of agents that can be added to a single Management Unit. References: https://help.mypurecloud.com/glossary/management-unit/
https://help.mypurecloud.com/articles/create-a-management-unit/
NEW QUESTION # 22
Which of the following statements is NOT true regarding numbering plan?
- A. It has to be created manually.
- B. Numbering plan can be added or modified based on the organizational requirements.
- C. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- D. Numbering plan is also known as a dial plan.
Answer: A
NEW QUESTION # 23
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. AI
- B. Digital
- C. Human Capital Management
- D. VR
- E. Workforce Engagement
Answer: A,B,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 # 24
Which one of the following Genesys Cloud CX configuration options provides a way to ensure that phones of a specific make and model are all deployed with the same settings?
- A. Default Station Configuration
- B. Managed IP Phones
- C. IP Phone Templates
- D. Base Settings
Answer: C
Explanation:
IP Phone Templates in Genesys Cloud CX provide a standardized way to configure and deploy phones of a specific make and model with the same settings across the organization. This feature ensures consistency and efficiency in phone deployment, reducing the complexity of individually configuring each phone and ensuring that all necessary settings are uniformly applied.
NEW QUESTION # 25
_________ binds the numbering plan with the trunk.
- A. Outbound route
- B. Edge
- C. Edge Group
- D. Inbound route
Answer: A
Explanation:
Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as:
Numbering plan
Trunk
Classification
Priority
An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification. Reference: https://help.mypurecloud.com/glossary/outbound-route/ https://help.mypurecloud.com/articles/add-an-outbound-route/
NEW QUESTION # 26
Where are Genesys Cloud CX call recordings stored by default?
- A. AWS Cloud
- B. Edges
- C. Web Service
- D. Cloud
Answer: A
Explanation:
Reference:
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recording-storage/ https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/
NEW QUESTION # 27
Which feature enables a voice interaction to interrupt an email interaction?
- A. Emergency Routing
- B. Scripts
- C. ACD Skills
- D. Utilization
Answer: D
Explanation:
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent's time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization. Reference: https://help.mypurecloud.com/articles/utilization/ https://help.mypurecloud.com/articles/understand-how-email-interactions-work/
NEW QUESTION # 28
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. Workgroups
- B. Groups
- C. Rooms
- D. Roles
Answer: D
NEW QUESTION # 29
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Range
- B. Multiple Response
- C. Yes/No
- D. Multiple Choice
- E. Fill in the blank
Answer: A,C,D
Explanation:
Explanation
Multiple Choice, Yes/No, and Range are three question types available while creating an Evaluation Form in Genesys Cloud CX Quality Management. An Evaluation Form is a template that defines the structure and content of an evaluation. An Evaluation Form consists of various questions that assess different aspects of an agent interaction based on predefined criteria and scoring methods. You can use different types of questions to create an Evaluation Form based on your needs. The other available question types are Comment Box and Scored Comment Box. References: https://help.mypurecloud.com/articles/about-evaluation-forms/
https://help.mypurecloud.com/articles/create-an-evaluation-form/
NEW QUESTION # 30
Which of the following statements defines a critical question in an Evaluation Form?
- A. Critical questions are questions that the agent must answer.
- B. 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.
- C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
- D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
Answer: D
Explanation:
Reference:
Critical questions are questions that have a significant impact on the quality of an interaction. If answered "No", critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards. Reference: https://help.mypurecloud.com/articles/create-an-evaluation-form/ https://help.mypurecloud.com/articles/evaluate-interactions/
NEW QUESTION # 31
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
- A. Queue Metrics Daily Report
- B. Agent Metrics Report
- C. Interaction Details Report
- D. User Status Detail Report
Answer: D
NEW QUESTION # 32
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: B
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 # 33
Which of the following statements about scripts is true?
- A. Scripts may be used for outbound dialing campaigns only.
- B. Scripts can be used in all types of interactions.
- C. Scripts can be used for inbound interactions only.
- D. Scripts are only used to configure flows when setting up Architect.
Answer: B
NEW QUESTION # 34
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Automatically assign an evaluation for all calls over 5 minutes.
- B. Specify time sets as a matching criteria.
- C. Update the Do Not Call list with records that have the appropriate wrap-up code.
- D. Determine how long to retain recordings and whether to archive or delete them.
- E. Set up a schedule to run a daily report.
Answer: A,C,D
Explanation:
Explanation
Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management.
Policies are rules that automate repetitive quality management tasks based on various criteria and conditions.
Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations. References:
https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/
NEW QUESTION # 35
Where can DID Numbers be assigned to? Choose 3 answers
- A. Call Flow
- B. Queue
- C. External Trunk
- D. Phone
- E. Edge
- F. Person
Answer: A,B,F
Explanation:
In Genesys Cloud CX, DID (Direct Inward Dialing) numbers can be assigned to various entities within the system to facilitate direct calling. Assignable entities include "Person" (individual users), "Call Flow" (specific call routing configurations), and "Queue" (groups of agents handling specific types of interactions). This assignment flexibility allows for efficient call routing and management, enhancing the caller experience and operational efficiency.
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. Base settings
- D. Phone name
Answer: A
Explanation:
Explanation
The hardware ID (MAC address) is what binds the phone's settings in Genesys Cloud CX to a physical phone.
A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/about-phones/ https://help.mypurecloud.com/articles/add-a-phone/
NEW QUESTION # 37
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Workspace > Dashboards
- B. Admin > Quality
- C. Performance > Overview (Evaluations)
- D. Admin > Contact Center
Answer: C
Explanation:
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. Reference: https://help.mypurecloud.com/articles/about-evaluations/ https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 38
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. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- C. Configuring trunks to identify premium-rate numbers.
- D. Manually training users to prevent calling premium-rate numbers.
Answer: C
NEW QUESTION # 39
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A. In the Genesys Cloud CX Resource Center.
- B. On the PSTN carrier's web site.
- C. Get a default trunk line installed.
- D. By asking your carrier what you would need.
Answer: A
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 # 40
Which of the following types of interactions can be configured for Recording Policies?
- A. Call
- B. Message
- C. All of the above
- D. Chat
- E. Email
Answer: C
Explanation:
Reference:
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc. Reference: https://help.mypurecloud.com/articles/about-recording-policies/ https://help.mypurecloud.com/articles/create-a-recording-policy/
NEW QUESTION # 41
Why are Divisions important in an organization?
- A. Divisions define which users can be assigned to queues.
- B. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- C. Divisions are used to divide interactions equally between 2 or more queues.
- D. Divisions allow the organization to control which roles can be assigned to users.
Answer: B
Explanation:
Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division. Reference: https://help.mypurecloud.com/glossary/division/ https://help.mypurecloud.com/articles/about-divisions/
NEW QUESTION # 42
_________ binds the numbering plan with the trunk.
- A. Outbound route
- B. Edge
- C. Edge Group
- D. Inbound route
Answer: A
Explanation:
Explanation
Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as:
* Numbering plan
* Trunk
* Classification
* Priority
An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification.
References: https://help.mypurecloud.com/glossary/outbound-route/
https://help.mypurecloud.com/articles/add-an-outbound-route/
NEW QUESTION # 43
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Genesys GCP-GCX exam is administered by Genesys, a leading provider of customer experience solutions. GCP-GCX exam is available online and can be taken from anywhere in the world. Candidates who pass the exam receive a certification that is recognized by the industry and demonstrates their proficiency in managing the Genesys Cloud CX platform.
2024 Valid GCP-GCX test answers & Genesys Exam PDF: https://examboost.vce4dumps.com/GCP-GCX-latest-dumps.html