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Genesys GCP-GCX certification exam is a comprehensive test of a candidate's skills and knowledge in the field of customer experience management using the Genesys Cloud CX platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification is designed for professionals who want to demonstrate their expertise in deploying, configuring, and managing Genesys Cloud CX solutions. Passing the GCP-GCX exam and obtaining the certification can help professionals advance their careers in the field of customer experience management and demonstrate their commitment to staying up-to-date with the latest technology and best practices.
NEW QUESTION # 61
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 62
Which of the following is used to design and personalize your own working environment, allowing you to configure and store custom views for future use?
- A. Workspaces
- B. Evaluations
- C. Documents
- D. Activity
Answer: A
Explanation:
Workspaces in Genesys Cloud CX are customizable environments that allow users to design and personalize their own working area. Users can configure and store custom views, organize widgets and tools according to their specific job functions, and save these configurations for future use. This feature enhances productivity and efficiency by allowing users to tailor their environment to their workflow and access the information they need more quickly and easily.
NEW QUESTION # 63
Where can call recording be enabled?
- A. Trunks
- B. Phones
- C. Edges and Edae Group
Answer: C
Explanation:
Call recording in Genesys Cloud CX can be enabled at the level of Edges and Edge Groups. Edges are the appliances that provide connectivity to the public switched telephone network (PSTN) and VoIP services, while Edge Groups are collections of these Edges. By enabling call recording at this level, organizations can ensure that inbound and outbound interactions are recorded for quality assurance, compliance, and training purposes. This setup allows for centralized management of recording policies and storage, ensuring consistency across the organization.
NEW QUESTION # 64
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
NEW QUESTION # 65
What level of permissions does a user require to view the organization settings?
- A. All of the above
- B. Supervisor
- C. Admin
- D. Agent
Answer: A
NEW QUESTION # 66
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
- A. Routing
- B. Queue Management
- C. Workforce Management
- D. Reporting and Analytics
Answer: C
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 # 67
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- B. Have all attendees call you. When all calls are active, click the Start Conference button.
- C. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- D. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
Answer: A,B
Explanation:
Reference:
There are two methods to create a conference call in Genesys Cloud CX:
With multiple active calls, click and drag an unselected call onto the previously selected call details.
Have all attendees call you. When all calls are active, click the Start Conference button.
These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc. Reference: https://help.mypurecloud.com/articles/create-a-conference-call/ https://help.mypurecloud.com/articles/conference-call-controls/
NEW QUESTION # 68
If you have not created any additional templates, you will have several default template options when creating a new script.
These default templates are: (Choose four.)
- A. Sales Script Template
- B. Default Inbound Script
- C. Default Callback Script
- D. Collection Script Template
- E. Blank Script
- F. Default Outbound Script
Answer: A,B,D,E
NEW QUESTION # 69
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Specify time sets as a matching criteria.
- B. Determine how long to retain recordings and whether to archive or delete them.
- C. Update the Do Not Call list with records that have the appropriate wrap-up code.
- D. Set up a schedule to run a daily report.
- E. Automatically assign an evaluation for all calls over 5 minutes.
Answer: B,C,E
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 # 70
What is the maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace?
- A. No limit
- B. 10 MB
- C. 100 MB
- D. 2 GB
Answer: D
NEW QUESTION # 71
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. True
- B. False
Answer: B
Explanation:
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/about-reports/ https://help.mypurecloud.com/articles/disable-and-enable-reports/
NEW QUESTION # 72
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Agents
- B. Dialing Modes
- C. Campaigns
- D. Contact Lists
- E. Evaluation Forms
Answer: A,C,D
NEW QUESTION # 73
What type of trunk would you configure to connect to AudioCodes phones?
- A. Network interface trunk
- B. Phone trunk
- C. WebRTC phone trunk
- D. External trunk
Answer: B
Explanation:
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. Reference: https://help.mypurecloud.com/glossary/trunk/ https://help.mypurecloud.com/articles/create-a-phone-trunk/ https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/
NEW QUESTION # 74
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Calls
- B. Admin > Telephone > Phone Management > Base Settings
- C. Admin > Telephone > Phone Management > Phones
Answer: C
NEW QUESTION # 75
What level of permissions does a user require to view the organization settings?
- A. Admin
- B. All of the above
- C. Supervisor
- D. Agent
Answer: A
Explanation:
Explanation
Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX.
Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as:
* Organization name
* Organization ID
* Time zone
* Language
* Currency
* Logo
To view the organization settings in Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References:
https://help.mypurecloud.com/articles/organization-settings-overview/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
NEW QUESTION # 76
_________ binds the numbering plan with the trunk.
- A. Inbound route
- B. Edge Group
- C. Outbound route
- D. Edge
Answer: C
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 # 77
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?
- A. Queues Activity
- B. Performance Dashboard
- C. My Queues Activity
- D. Queue Performance
Answer: D
Explanation:
Explanation
Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format. References:
https://help.mypurecloud.com/articles/queue-performance-view/
https://help.mypurecloud.com/articles/select-a-queue/
NEW QUESTION # 78
Which of the following components can be added to scripts? (Choose four.)
- A. Text
- B. Call Flow
- C. Web Page
- D. Image
- E. Visual Basic Control
- F. Checkbox
Answer: A,B,C,F
NEW QUESTION # 79
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/about-reports/
https://help.mypurecloud.com/articles/disable-and-enable-reports/
NEW QUESTION # 80
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 user may have deleted the icon.
- B. The user's phone is unplugged.
- C. The phone number is being used by a different user.
- D. The user is not assigned the appropriate role.
Answer: D
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 # 81
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION # 82
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: A
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 # 83
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