Updated Nov 15, 2023 GCP-GCX Exam Dumps - PDF Questions and Testing Engine
New (2023) Genesys GCP-GCX Exam Dumps
The GCP-GCX exam is based on the latest version of Genesys Cloud CX and covers topics such as designing and configuring call flows, managing inbound and outbound interactions, creating and managing user accounts and groups, and configuring voice and chat channels. Additionally, the exam covers topics such as analytics and reporting, workforce management, and integrations with third-party applications. GCP-GCX exam is designed to be comprehensive and challenging, and passing it requires a thorough understanding of Genesys Cloud CX solutions and their implementation. A GCP-GCX certification provides professionals with a competitive edge in the job market and demonstrates their expertise in the field of customer experience management.
NEW QUESTION # 30
Alerts that have been read are not included in the alert count, even if they are still active.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX.
Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed.
However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert. References: https://help.mypurecloud.com/articles/about-alerts/
https://help.mypurecloud.com/articles/view-and-manage-alerts/
NEW QUESTION # 31
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: B
NEW QUESTION # 32
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. Queue Metrics Daily Report
- C. Agent Metrics Report
- D. User Status Detail Report
Answer: C
Explanation:
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. References:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
NEW QUESTION # 33
Under which container is Queue available?
- A. Telephony
- B. Integration
- C. Routing
- D. Contact Center
Answer: C
Explanation:
Explanation
Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window. References: https://help.mypurecloud.com/articles/routing-overview/
https://help.mypurecloud.com/articles/admin-menu-overview/
NEW QUESTION # 34
Where are Genesys Cloud CX call recordings stored by default?
- A. Edges
- B. Cloud
- C. AWS Cloud
- D. Web Service
Answer: B
NEW QUESTION # 35
You can add more than one outbound route to the contact center.
- A. False
- B. True
Answer: B
NEW QUESTION # 36
Which of the following is not a Quality Management feature?
- A. Policies
- B. Scheduling
- C. Interaction Recording
- D. Evaluation Forms
Answer: C
NEW QUESTION # 37
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?
- A. Genesys Cloud CX Reporting
- B. Genesys Cloud CX Admin
- C. Genesys Cloud CX User
- D. Genesys Cloud CX Supervisor
Answer: A
NEW QUESTION # 38
Which of the following Edge features provides client and server-side call matching?
- A. Media server
- B. SIP proxy
- C. Call broker
- D. SIP gateway
Answer: C
Explanation:
Explanation
Call broker is the Edge feature that provides client and server-side call matching. Call broker is a service that runs on the Edge device and manages call control and signaling for inbound and outbound calls. Call broker matches incoming calls with outgoing calls based on various criteria, such as caller ID, DNIS, ANI, etc.
References: https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/call-broker/
NEW QUESTION # 39
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The DID number and extension are considered the same numbers and entered into the same phone.
- B. The user does not have the proper license type, roles, and permissions.
- C. The DID number and extension are not listed in the DID or extension pools.
- D. The DID number and the extension do not have the same last 4 digits.
Answer: B,C
Explanation:
Explanation
The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu.
* A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu.
* An extension is a short internal number that allows users to reach each other within an organization without dialing a full phone number.
* A DID pool is a collection of DID numbers that are available for assignment to users or queues.
* An extension pool is a collection of extensions that are available for assignment to users.
To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them
NEW QUESTION # 40
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
- A. Additional attribute ratings
- B. Time since last ACD interaction
- C. Staffing requirements
- D. Language skills
- E. ACD skills
Answer: A,D,E
Explanation:
Explanation
Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Language skills indicate an agent's ability to speak or write in different languages.
* Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.
* ACD skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX ACD uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-additional-attribute-ratings-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
NEW QUESTION # 41
Which feature enables a voice interaction to interrupt an email interaction?
- A. Utilization
- B. Scripts
- C. Emergency Routing
- D. ACD Skills
Answer: A
NEW QUESTION # 42
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Calls
- B. Admin > Telephone > Phone Management > Phones
- C. Admin > Telephone > Phone Management > Base Settings
Answer: C
Explanation:
Explanation
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:
* Phone model
* Firmware version
* Line keys
* Soft keys
* Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. References:
https://help.mypurecloud.com/articles/base-settings-overview/
https://help.mypurecloud.com/articles/create-a-base-settings-profile/
NEW QUESTION # 43
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?
- A. Update her peers. Genesys Cloud CX will then update her manager automatically.
- B. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- C. Do nothing. Genesys Cloud CX will update everything automatically.
- D. Update her manager and her peers in her profile.
Answer: B
Explanation:
Explanation
The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager.
References: https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
NEW QUESTION # 44
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 Genesys Cloud CX Login
- B. Disable Location Detection
- C. Open Admission
- D. Password Expiration
Answer: A
NEW QUESTION # 45
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
- A. Yes
- B. No
Answer: B
Explanation:
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
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/agent-status-overview/
NEW QUESTION # 46
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Does not route the emails to any email address.
- B. Automatically creates an email address and routes all such emails to this address.
- C. Collects such emails and stores it until an email address to report issues is configured.
- D. Sends the emails to anyone who has the admin role assigned in your organization.
Answer: C
NEW QUESTION # 47
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A. You must know the exact coordinates of the new building.
- B. You must have Admin rights to Genesys Cloud CX.
- C. You must collect general information such as building address, number of floors, location contact information, etc.
- D. You must have the basic profile data for all users at the new location.
- E. You must have images of all the users located at the new location.
Answer: B,C
Explanation:
Explanation
Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as:
* Building address
* Number of floors
* Location contact information
* Emergency number
* Time zone
* Language
* Currency
To add a new location to 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/location-overview/
https://help.mypurecloud.com/articles/add-a-location/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
NEW QUESTION # 48
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
- A. Time since last ACD interaction
- B. Staffing requirements
- C. Language skills
- D. ACD skills
- E. Additional attribute ratings
Answer: B,C,D
NEW QUESTION # 49
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The GCP-GCX certification exam is a rigorous and challenging exam that requires significant preparation and study. However, passing the exam can open up many opportunities for professionals in the field. Certified professionals can demonstrate their expertise and proficiency in the use of the Genesys Cloud CX platform, which can lead to increased job opportunities, higher salaries, and greater recognition in the industry. Overall, the GCP-GCX certification exam is an important step for professionals looking to advance their careers in the field of customer experience.
Genesys GCP-GCX certification exam is an industry-recognized certification that validates the knowledge and skills of professionals in the Genesys Cloud CX environment. GCP-GCX exam is an essential tool for professionals who want to advance their career in the field of customer experience and demonstrate their expertise in various areas such as call routing, reporting, analytics, and integrations. Passing the certification exam can help professionals differentiate themselves from their peers in the industry and enhance their earning potential.
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