Guaranteed Accomplishment with Newest Dec-2023 FREE Genesys GCP-GCX
Use Valid New Free GCP-GCX Exam Dumps & Answers
Genesys GCP-GCX certification exam is a valuable credential for professionals in the contact center industry. It demonstrates that the candidate has the knowledge and skills needed to work with Genesys Cloud CX technology, and can be trusted to manage and troubleshoot this platform effectively. Genesys Cloud CX Certified Professional - Consolidated Exam certification is highly regarded by employers, and can help individuals to advance their careers in the contact center industry.
NEW QUESTION # 10
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Agent Name
- C. Organization ID
- D. ID
Answer: C
Explanation:
Explanation
Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX window. References:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
NEW QUESTION # 11
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. Resend the invite.
- B. Tell John to be patient and wait for the email to arrive.
- C. Submit a ticket to Genesys Cloud CX support.
- D. Add John to Genesys Cloud CX again so that a new invitation will be generated.
Answer: A
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 # 12
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Toast pop-ups
- B. IVR prompts
- C. Scripts
- D. Dialog boxes
Answer: D
NEW QUESTION # 13
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. False
- B. True
Answer: B
NEW QUESTION # 14
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 # 15
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 phone number is being used by a different user.
- C. The user is not assigned the appropriate role.
- D. The user's phone is unplugged.
Answer: C
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 # 16
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. False
- B. True
Answer: A
NEW QUESTION # 17
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Phones
- B. Admin > Telephone > Phone Management > Base Settings
- C. Admin > Telephone > Phone Management > Calls
Answer: A
NEW QUESTION # 18
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION # 19
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. False
- B. True
Answer: B
Explanation:
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.
References: https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/
NEW QUESTION # 20
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization.
The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace. References:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/add-files-to-a-workspace/
NEW QUESTION # 21
What additional functionality does Communicate bring to Genesys Cloud CX?
- A. Knowledge-based features, such as FAQs and communities.
- B. Call center features, such as ACD and scripting.
- C. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
- D. Directory capabilities, such as advanced search, profiles, and keyword searching.
Answer: B
NEW QUESTION # 22
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The DID number and the extension do not have the same last 4 digits.
- B. The DID number and extension are considered the same numbers and entered into the same phone.
- C. The user does not have the proper license type, roles, and permissions.
- D. The DID number and extension are not listed in the DID or extension pools.
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 # 23
Select all available options for adding widgets to a performance dashboard. (Choose four.)
- A. Agent Status
- B. Text
- C. Grid
- D. Interaction
- E. Metric
- F. Chart
Answer: A,D,E,F
NEW QUESTION # 24
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A. By asking your carrier what you would need.
- B. Get a default trunk line installed.
- C. In the Genesys Cloud CX Resource Center.
- D. On the PSTN carrier's web site.
Answer: C
NEW QUESTION # 25
Which of the following statements is NOT true regarding numbering plan?
- A. Numbering plan is also known as a dial plan.
- B. It has to be created manually.
- C. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- D. Numbering plan can be added or modified based on the organizational requirements.
Answer: B
Explanation:
Explanation
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering 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 numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu .
Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
NEW QUESTION # 26
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. AI Chat
- B. Video Chat
- C. Content Management
- D. Text Chat
Answer: C
NEW QUESTION # 27
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
- A. UDP
- B. TCP
- C. The default protocol
- D. SIP
- E. TLS
Answer: A,B,E
Explanation:
Explanation
TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX.
The protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure communication. References: https://help.mypurecloud.com/articles/external-trunk-settings/
https://doc.didww.com/integrations/genesys/index.html
NEW QUESTION # 28
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Internet Explorer
- B. Firefox
- C. Safari
- D. Chrome
- E. Opera
Answer: C,D
NEW QUESTION # 29
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 30
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. False
- B. True
Answer: B
NEW QUESTION # 31
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. Resend the invite.
- B. Tell John to be patient and wait for the email to arrive.
- C. Submit a ticket to Genesys Cloud CX support.
- D. Add John to Genesys Cloud CX again so that a new invitation will be generated.
Answer: A
NEW QUESTION # 32
......
The GCP-GCX exam is an important certification for anyone who works with the Genesys Cloud CX platform. This includes customer service managers, IT professionals, and call center operators. By obtaining this certification, individuals can demonstrate their expertise in the platform and increase their value to their employer. This can lead to better job opportunities, higher salaries, and more challenging assignments.
GCP-GCX Braindumps PDF, Genesys GCP-GCX Exam Cram: https://www.exams-boost.com/GCP-GCX-valid-materials.html
New 2023 GCP-GCX Sample Questions Reliable GCP-GCX Test Engine: https://drive.google.com/open?id=1itih1j3pKwHdX7I71yHck5r6KfL-D69J