Genesys Cloud CX Certified Professional-Consolidated Exam GCP-GCX Updated Dumps

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GCP-GCX Genesys Cloud CX Certified Professional-Consolidated Exam exam
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Genesys Cloud CX Certified Professional-Consolidated Exam GCP-GCX
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Full version: GCP-GCX Exam Dumps Questions
1.What is the maximum limit for creating performance dashboards for private users?
A. 10
B. 15
C. 20
D. 25
Answer: A
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.
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Reference:
https://help.mypurecloud.com/articles/about-performance-dashboards/
https://help.mypurecloud.com/articles/create-a-performance-dashboard/
2.Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
A. Short-Term Forecasts
B. Schedules
C. Long-Term Forecasts
D. Forecast simulator
Answer: A, B, C
Explanation:
Reference: https://help.mypurecloud.com/articles/workforce-management/
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available
in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for
up to 8 weeks based on historical data and trends. Schedules allow administrators to create and
assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts
allow administrators to forecast staffing needs for up to 2 years based on historical data and trends.
Reference:
https://help.mypurecloud.com/articles/create-a-short-term-forecast/
https://help.mypurecloud.com/articles/create-and-manage-schedules/
https://help.mypurecloud.com/articles/create-a-long-term-forecast/
3.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
Explanation:
Your customizations in the interaction view remain in effect even if you leave the view and return to it
later is a true statement. The interaction view is a view that shows various metrics and details related
to interaction performance and activities in Genesys Cloud CX Performance menu.
The interaction view can help you measure and improve various aspects of your interaction
performance and activities, such as:
Interaction volume
Interaction quality
Interaction outcomes
Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it
later because:
You can customize the interaction view by using various filters and columns to show only certain data.
For example, you can choose to show only certain columns or filter to see certain types of
interactions. You can also save your filter and column settings as a saved view to switch quickly
between different data of interest in the same view.
Your customizations remain as you navigate from view to view or leave and return to a view. This
means that Genesys Cloud CX remembers your preferences and settings for the interaction view and
applies them when you access the view again. This can help you save time and effort when you want
to see the same data again.
Reference:
https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/
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4.What is the distinguishing feature between queues and groups?
A. Queues can have agents as members, while groups cannot.
B. Both queues and groups have the same ACD capabilities.
C. Unlike groups, queues allow for more complex scenarios like skill-based routing.
D. Queues can be used in Architect flows, while groups cannot.
Answer: C
Explanation:
Queues and groups are both used to organize users within Genesys Cloud CX, but they have
different purposes and capabilities. Queues are used to route interactions to agents based on various
criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define
routing logic and actions for different types of interactions. Groups are used to manage users and
their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in
Architect flows.
Reference:
https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/about-groups/
5.Eva, a contact center supervisor, wants to determine agent performance issues with interactions
that set a specific wrap-up code in one or multiple queues.
Which of the following views can help Eva identify such issues?
A. Agents Wrap-Up Interval Detail
B. Agents Schedule Detail
C. Agents Evaluation Detail
D. Agents Interactions Detail
Answer: D
Explanation:
Reference: https://help.mypurecloud.com/articles/agents-interactions-detail-view/
Agents Interactions Detail is a view that can help Eva identify agent performance issues with
interactions that set a specific wrap-up code in one or multiple queues. This view shows various
metrics and details related to agent interactions, such as queue name, media type, direction, duration,
wrap-up code, etc. Eva can filter this view by date range, queue name, media type, and wrap-up code
to see the interactions that match her criteria.
Reference:
https://help.mypurecloud.com/articles/agents-interactions-detail-view/
https://help.mypurecloud.com/articles/filter-views/
6.Which Genesys Cloud CX feature helps reduce wait time for each call?
A. Automatic Call Distribution
B. Workforce Management
C. Skill-based Routing
D. IVR
Answer: D
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.
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Reference:
https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/
https://help.mypurecloud.com/articles/about-architect/
7.Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
A. Language
B. Roles
C. Skills
D. Queue
Answer: A, C
Explanation:
Language and Skills are two categories of ACD skills that can be added to a user or an interaction.
ACD skills are used to match agents and interactions based on their abilities and requirements.
Language skills indicate the languages that an agent can speak or an interaction needs. Skills
indicate the areas of expertise or knowledge that an agent has or an interaction requires.
Reference:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/
8.Select the factors which can cause report generation failures and increased runtimes. (Choose
two.)
A. Adjusting report parameters in order to include fewer agents, queues, and interactions.
B. Running reports during peak hours.
C. Reviewing and ensuring the usage of scheduled reports.
D. Asking every team member to run and savea copy of the report.
Answer: BD
Explanation:
Running reports during peak hours and asking every team member to run and save a copy of the
report are two factors that can cause report generation failures and increased runtimes. Running
reports during peak hours can put additional load on the system and affect its performance and
availability. Asking every team member to run and save a copy of the report can create redundant
data and consume unnecessary storage space.
To avoid these issues, you can follow some best practices for running reports, such as:
Run reports during off-peak hours or schedule them for later delivery.
Share reports with other users instead of creating multiple copies.
Adjust report parameters to include only relevant data and filters.
Review and delete unused or outdated reports regularly.
Reference:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
9.Which of the following statements are true regarding the Genesys Cloud CX Edge appliance?
(Choose three.)
A. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud
CX, and third-party systems.
B. It provides core telephony services.
C. It provides for the integration of Active Directory, SharePoint, and other third-party data.
D. It manages the Genesys Cloud CX platform services.
E. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
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Answer: A, B, 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/
10.Where can DID Numbers be assigned to? Choose 3 answers
A. External Trunk
B. Person
C. Call Flow
D. Phone
E. Queue
F. Edge
Answer: B, C, E
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.
11.Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
A. True
B. False
Answer: A
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.
Reference:
https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
12.The_________for iOS leverages the form factor of iOS tablets to help supervisors, managers, and
executives make faster, more effective
managerial and operational decisions
A. Genesys Cloud CX Supervisor
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B. Genesys Cloud CX Hub
C. Genesys Cloud CX Task Manager
D. Genesys Cloud CX Social Media Analyzer
Answer: A
Explanation:
The Genesys Cloud CX Supervisor app for iOS is specifically designed to leverage the form factor
and capabilities of iOS tablets, providing supervisors, managers, and executives with a powerful tool
to make faster and more effective managerial and operational decisions. This app offers a user-
friendly interface and real-time data insights, enabling leaders to monitor agent performance, queue
statistics, and other critical metrics on the go, thereby enhancing decision-making efficiency and
responsiveness to changing operational needs.
13.You can add more than one outbound route to the contact center.
A. True
B. False
Answer: A
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.
Reference:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/
14.Which of the following routes interactions based on an algorithm that determines the best available
agent for the interaction?
A. Architect
B. Automatic Call Distribution
C. Emergency Groups
D. Scheduling
Answer: B
Explanation:
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that
determines the best available agent for the interaction. ACD is a system that distributes incoming
calls (or other types of interactions) to agents or queues based on various criteria, such as agent
skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each
interaction to the most appropriate agent or queue.
Reference:
https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/
https://help.mypurecloud.com/articles/about-acd/
15.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 meaningful tags to the document.
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B. Add a priority of "High" to the document.
C. Ensure that the document name is easy to search for.
D. Number the document such that it appears on the top of the list.
Answer: A
Explanation:
Adding meaningful tags to the document is what you must do to ensure that users can find the
document when needed after you have added a new document to Genesys Cloud CX Collaborate
Workspace. Tags are keywords or phrases that describe the content or purpose of a document in
Workspace. Tags help users to find documents faster and easier by using filters or search queries
based on tags. You can add tags to a document when you create or edit it in Workspace.
Reference:
https://help.mypurecloud.com/articles/add-tags-to-a-document/
https://help.mypurecloud.com/articles/search-for-a-document/
16.What level of permissions does a user require to view the organization settings?
A. Admin
B. Agent
C. Supervisor
D. All of the above
Answer: A
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 needsto 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.
Reference:
https://help.mypurecloud.com/articles/organization-settings-overview/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
17.You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding
Genesys Cloud CX at your organization.
A. True
B. False
Answer: B
Explanation:
You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding
Genesys Cloud CX at your organization is a false statement. You can allocate multiple email
addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your
organization by using feedback email groups in Genesys Cloud CX Collaborate Content
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Management. Feedback email groups are groups of email addresses that receive feedback
messages from users who view content items in Content Management. Content items are files or
links that contain information or resources related to various topics or categories in Content
Management. You can create feedback email groups and assign them to content items or categories
based on your needs.
Reference:
https://help.mypurecloud.com/articles/content-management-overview/
https://help.mypurecloud.com/articles/create-a-feedback-email-group/
https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or-category/
18.If you have not configured an email address to report issues to, Genesys Cloud CX:
A. Automatically creates an email address and routes all such emails to this address.
B. Does not route the emails to any email address.
C. Sends the emails to anyone who has the admin role assigned in your organization.
D. Collects such emails and stores it until an email address to report issues is configured.
Answer: C
Explanation:
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the
emails to any email address. You can configure an email address for users to report issues or provide
feedback about Genesys Cloud CX from within the application. The email address can be an internal
or external address that you manage or monitor.
Reference:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
19.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. Interaction Details Report
B. User Status Detail Report
C. Agent Metrics Report
D. Queue Metrics Daily Report
Answer: C
Explanation:
The Agent Login-Logout Details Report is a report that would help you view an agent’s time on
breaks and login/logout details. This report shows various metrics related to agent availability and
activity, such as total login time, total logout time, total break time, break reason codes, etc. This
report can help you monitor agent productivity and adherence.
Reference:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
20.To assign extensions to users, you must first __________.
A. Create a pool of extensions.
B. Buy the extension number from the carrier.
C. Add the extension to the dial plan.
D. Assign the extension to the user's phone.
Answer: A
Explanation:
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers
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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/
21.Genesys Cloud CX Voice is __________.
A. A third-party service that provides external Phone Trunks.
B. A help bot that is available within Genesys Cloud CX chat.
C. Another name for Genesys Cloud CX.
D. An internet-based telephony service that can be purchased and activated for use with Genesys
Cloud CX.
Answer: D
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.
Reference:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
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