Dec 09, 2023 Reliable Study Materials for GCP-GCX Exam Success For Sure
100% Latest Most updated GCP-GCX Questions and Answers
NEW QUESTION # 29
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. My Queues Activity
- B. Performance Dashboard
- C. Queue Performance
- D. Queues Activity
Answer: C
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 # 30
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A number plan can also define various aspects of call routing, such as:
* How many digits are required to dial a destination number
* Which digits are used to identify a country code, area code, or extension
* Which digits are used to access an outside line or an operator
* Which digits are used to indicate an emergency number or a special service A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
NEW QUESTION # 31
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: A
NEW QUESTION # 32
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. Do nothing. Genesys Cloud CX will update everything automatically.
- B. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- C. Update her manager and her peers in her profile.
- D. Update her peers. Genesys Cloud CX will then update her manager automatically.
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 # 33
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. User
- B. Supervisor
- C. admin
- D. employee
Answer: C
NEW QUESTION # 34
Which of the following statements is NOT true regarding Management Units?
- A. They help you create, manage, and view schedules for a group.
- B. Agents that handle the same set of interactions should belong to the same management unit.
- C. Management Units partition agents and interactions into logical groups.
- D. A maximum of 100 agents can be added to a single Management Unit.
Answer: D
NEW QUESTION # 35
You cannot add variables to a script.
- A. True
- B. False
Answer: B
NEW QUESTION # 36
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. When employees have free time, they can review biographies of their peers.
- B. The education information can be verified against the human resources database.
- C. The profile information can be used to keep Linkedin details updated.
- D. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
Answer: D
NEW QUESTION # 37
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Multiple Response
- B. Fill in the blank
- C. Multiple Choice
- D. Range
- E. Yes/No
Answer: C,D,E
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 # 38
Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud CX API
- B. Genesys Cloud CX Workforce Management
- C. Genesys Cloud CX Reporting and Analytics
- D. Genesys Cloud CX Architect
Answer: B
Explanation:
Explanation
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. References:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
NEW QUESTION # 39
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
NEW QUESTION # 40
Which of the following Edge features provides client and server-side call matching?
- A. SIP gateway
- B. Media server
- C. Call broker
- D. SIP proxy
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 # 41
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. Receive ACD and non-ACD calls, but not place.
- B. Place and receive ACD calls; non-ACD calls can neither be place nor received.
- C. Place ACD and non-ACD calls, but not receive.
- D. Place and receive both ACD and non-ACD calls.
Answer: D
Explanation:
Explanation
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 place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability. References:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/
NEW QUESTION # 42
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. Automatic Call Distribution
- B. Skill-based Routing
- C. Workforce Management
- D. IVR
Answer: D
Explanation:
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. References:
https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/
https://help.mypurecloud.com/articles/about-architect/
NEW QUESTION # 43
Which of the following is not a Quality Management feature?
- A. Policies
- B. Evaluation Forms
- C. Scheduling
- D. Interaction Recording
Answer: C
Explanation:
Explanation
Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc.
References: https://help.mypurecloud.com/articles/about-quality-management/
https://help.mypurecloud.com/articles/quality-management-overview/
NEW QUESTION # 44
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Create skills
- B. Configure queues
- C. Receive and route calls
- D. Play pre-recorded messages
- E. Convert text to speech
Answer: C,D,E
Explanation:
Explanation
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc. References:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
NEW QUESTION # 45
Which role is automatically assigned to a new user?
- A. User
- B. Communicate - User
- C. admin
- D. employee
Answer: B
Explanation:
Explanation
The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate - User license by default. References:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/communicate-user-role/
NEW QUESTION # 46
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 # 47
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 Admin
- B. Genesys Cloud CX User
- C. Genesys Cloud CX Supervisor
- D. Genesys Cloud CX Reporting
Answer: C
Explanation:
Explanation
Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
* Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
* Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
* Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
* Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.
References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/
https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/
NEW QUESTION # 48
What additional functionality does Communicate bring to Genesys Cloud CX?
- A. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
- B. Directory capabilities, such as advanced search, profiles, and keyword searching.
- C. Knowledge-based features, such as FAQs and communities.
- D. Call center features, such as ACD and scripting.
Answer: A
Explanation:
Explanation
Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc. References: https://www.genesys.com/pricing
https://www.genesys.com/genesys-cloud/features/communicate
NEW QUESTION # 49
_________ binds the numbering plan with the trunk.
- A. Inbound route
- B. Edge
- C. Outbound route
- D. Edge Group
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 # 50
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 DID number and the extension do not have the same last 4 digits.
- C. The DID number and extension are not listed in the DID or extension pools.
- D. The user does not have the proper license type, roles, and permissions.
Answer: C,D
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 # 51
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. Open Admission
- C. Password Expiration
- D. Disable Location Detection
Answer: B
NEW QUESTION # 52
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. Collection Script Template
- B. Sales Script Template
- C. Default Outbound Script
- D. Blank Script
- E. Default Inbound Script
- F. Default Callback Script
Answer: C,D,E,F
Explanation:
Explanation
Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:
* Blank Script is an empty template that allows you to create a script from scratch.
* Default Callback Script is a template for scripts that handle callback interactions.
* Default Inbound Script is a template for scripts that handle inbound interactions.
* Default Outbound Script is a template for scripts that handle outbound interactions.
You can also create your own custom templates for scripts based on your needs. References:
https://help.mypurecloud.com/articles/create-a-script-template/
https://help.mypurecloud.com/articles/create-a-script-from-a-template/
NEW QUESTION # 53
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. Ensure that the document name is easy to search for.
- C. Add meaningful tags to the document.
- D. Number the document such that it appears on the top of the list.
Answer: B
NEW QUESTION # 54
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