2023 Realistic Verified Free Genesys GCP-GCX Exam Questions
GCP-GCX Real Exam Questions and Answers FREE
Genesys GCP-GCX certification exam is designed to validate the skills and knowledge of professionals in the field of customer experience management using the Genesys Cloud CX platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam is intended for individuals who want to demonstrate their expertise in the deployment, configuration, and management of Genesys Cloud CX solutions. The GCP-GCX exam is a consolidated exam that covers multiple topics related to Genesys Cloud CX, making it a comprehensive test of a candidate's skills and knowledge.
NEW QUESTION # 60
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Architect
- B. Emergency Groups
- C. Scheduling
- D. Automatic Call Distribution
Answer: D
NEW QUESTION # 61
Which role is automatically assigned to a new user?
- A. admin
- B. User
- C. employee
- D. Communicate - User
Answer: D
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 # 62
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Dialing Modes
- B. Contact Lists
- C. Evaluation Forms
- D. Campaigns
- E. Agents
Answer: A,B,D
Explanation:
Explanation
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules. To create an outbound campaign, you need to configure the following items:
* Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
* Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
* Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.
References: https://help.mypurecloud.com/articles/about-outbound-campaigns/
https://help.mypurecloud.com/articles/create-a-contact-list/
https://help.mypurecloud.com/articles/create-a-campaign/
https://help.mypurecloud.com/articles/dialing-modes-overview/
NEW QUESTION # 63
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. VR
- B. AI
- C. Digital
- D. Workforce Engagement
- E. Human Capital Management
Answer: B,C,D
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 # 64
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. False
- B. True
Answer: B
Explanation:
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. References: https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
NEW QUESTION # 65
WebRTC phones require all hardware and software to be properly installed.
- A. False
- B. True
Answer: B
NEW QUESTION # 66
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 allow the organization to control which roles can be assigned to users.
- D. Divisions are used to divide interactions equally between 2 or more queues.
Answer: B
NEW QUESTION # 67
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A. False
- B. True
Answer: B
Explanation:
Explanation
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. 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
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent 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 active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
* Status
* Time in status
* Calls answered
* Average talk time
* Average ACW
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 # 68
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Bullseye matching
- B. All skills matching
- C. Disregard skills
- D. Agent availability
- E. Best available skills
Answer: A,B,E
Explanation:
Explanation
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction.
There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. References:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 69
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
- A. Reporting and Analytics
- B. Workforce Management
- C. Queue Management
- D. Routing
Answer: B
NEW QUESTION # 70
Which of the following Edge feature contains the built-in remote survivability mode?
- A. Disaster recovery
- B. Call broker
- C. SIP proxy
- D. SIP gateway
Answer: C
Explanation:
Explanation
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
NEW QUESTION # 71
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 # 72
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
- A. Submit a ticket to Genesys Cloud CX support.
- B. Add John to Genesys Cloud CX again so that a new invitation will be generated.
- C. Tell John to be patient and wait for the email to arrive.
- D. Resend the invite.
Answer: D
Explanation:
Explanation
The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/
NEW QUESTION # 73
Where are Genesys Cloud CX call recordings stored by default?
- A. AWS Cloud
- B. Web Service
- C. Edges
- D. Cloud
Answer: D
NEW QUESTION # 74
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Knowledge levels
- B. Medians
- C. Languages
- D. Skills
- E. Index Ratings
Answer: C,D
Explanation:
Explanation
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent.
Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Languages indicate an agent's ability to speak or write in different languages.
* Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing 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-acd-skills-to-an-agent-profile/
NEW QUESTION # 75
Which of following file formats are available to export a report? (Choose three.)
- A. .txt
- B. .pdf
- C. .xls
- D. .doc
- E. .docx
- F. .xlsx
Answer: B,C,F
Explanation:
Explanation
.xls, .xlsx, and .pdf are three file formats that are available to export a report in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
You can export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:
* .xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.
* .xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.
* .pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report.
Some other file formats that are available to export a report are .csv, .docx, and .rtf. References:
https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/export-a-report/
NEW QUESTION # 76
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. ACD skills
- B. Additional attribute ratings
- C. Language skills
- D. Staffing requirements
- E. Time since last ACD interaction
Answer: A,B,C
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 # 77
......
Exam Dumps GCP-GCX Practice Free Latest Genesys Practice Tests: https://www.exam4pdf.com/GCP-GCX-dumps-torrent.html
GCP-GCX Exam Questions | Real GCP-GCX Practice Dumps: https://drive.google.com/open?id=1fOHUsIa6t9fOw90gl1aRjdCmdhmBNO1S
