Latest Genesys GCP-GCX Exam questions and answers
Exams-boost GCP-GCX Exam Practice Test Questions (Updated 137 Questions)
NEW QUESTION # 26
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
__________.
- A. Configure a trunk
- B. Create a Site
- C. Authenticate the Edge
- D. Create an Edge Group
- E. Configure the Edge Connectors
- F. Associate the network interface
- G. Assign the Edge to a Site
Answer: A
Explanation:
Explanation
Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are:
* Create a Site
* Create an Edge Group
* Associate the network interface
* Authenticate the Edge
* Configure the Edge Connectors
* Assign the Edge to a Site References: https://help.mypurecloud.com/articles/configure-an-edge-device/
* https://help.mypurecloud.com/articles/about-trunks/
NEW QUESTION # 27
What additional functionality does Communicate bring to Genesys Cloud CX?
- A. Directory capabilities, such as advanced search, profiles, and keyword searching.
- B. Knowledge-based features, such as FAQs and communities.
- C. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
- D. Call center features, such as ACD and scripting.
Answer: C
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. Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate
NEW QUESTION # 28
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. True
- B. False
Answer: A
NEW QUESTION # 29
Which of following file formats are available to export a report? (Choose three.)
- A. .xlsx
- B. .xls
- C. .docx
- D. .pdf
- E. .txt
- F. .doc
Answer: B,D,F
NEW QUESTION # 30
You can use Regular Expressions to create Number Plans
- A. True
- B. False
Answer: A
Explanation:
Genesys Cloud CX allows for the use of Regular Expressions in the creation of Number Plans. This capability provides a powerful and flexible way to define and manage dialing patterns and rules within the system, enabling complex call routing strategies and ensuring that calls are handled in the most efficient manner possible.
NEW QUESTION # 31
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
- A. No
- B. Yes
Answer: A
NEW QUESTION # 32
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/
NEW QUESTION # 33
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. False
- B. True
Answer: A
Explanation:
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 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. References: 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/
NEW QUESTION # 34
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. Text Chat
- B. Content Management
- C. Video Chat
- D. AI Chat
Answer: B
NEW QUESTION # 35
What type of trunk would you configure to connect to AudioCodes phones?
- A. External trunk
- B. Phone trunk
- C. Network interface trunk
- D. WebRTC phone trunk
Answer: B
Explanation:
Explanation
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. References: https://help.mypurecloud.com/glossary/trunk/
https://help.mypurecloud.com/articles/create-a-phone-trunk/
https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/
NEW QUESTION # 36
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
Explanation:
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports 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 develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as :
Report type
Report format
Report frequency
Report recipients
You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as :
Report type
Report filters
Report date range
Report columns
NEW QUESTION # 37
Which of the following best defines the performance view for Agents?
- A. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- B. Used to monitor real-time contact center metrics.
- C. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- D. Used to view historical data only.
Answer: C
Explanation:
Explanation
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:
* Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.
* Time in status is a metric that shows the amount of time (HH:MM:SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.
* Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.
* Average talk time is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.
* Average ACW is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.
References: https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/agents-performance-views-overview/
https://help.mypurecloud.com/articles/agent-status-overview/
NEW QUESTION # 38
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Calls
- B. Admin > Telephone > Phone Management > Base Settings
- C. Admin > Telephone > Phone Management > Phones
Answer: C
NEW QUESTION # 39
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- B. Creating a number-plan to identify premium-rate numbers.
- C. Manually training users to prevent calling premium-rate numbers.
- D. Configuring trunks to identify premium-rate numbers.
Answer: B
Explanation:
Explanation
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. References: https://help.mypurecloud.com/articles/about-number-plans/
https://help.mypurecloud.com/articles/create-a-number-plan/
NEW QUESTION # 40
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 Interactions Detail
- C. Agents Evaluation Detail
- D. Agents Schedule Detail
Answer: B
Explanation:
Reference:
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/
NEW QUESTION # 41
The________provides a high-level overview of a campaign's performance
- A. Campaign Performance Summary view
- B. Dynamic view
- C. Campaign Performance Detail view
- D. Q Outbound Campaign view
- E. Historical view
Answer: A
Explanation:
The Campaign Performance Summary view in Genesys Cloud CX provides a high-level overview of a campaign's performance, summarizing key metrics and outcomes. This view is designed to give managers and supervisors a quick snapshot of how campaigns are performing, enabling them to assess the effectiveness of their outreach strategies and make informed decisions about adjustments or improvements needed to optimize results.
NEW QUESTION # 42
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Asking every team member to run and save a copy of the report.
- B. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- C. Running reports during peak hours.
- D. Reviewing and ensuring the usage of scheduled reports.
Answer: A,C
Explanation:
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. References:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
NEW QUESTION # 43
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. False
- B. True
Answer: A
Explanation:
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/about-reports/ https://help.mypurecloud.com/articles/disable-and-enable-reports/
NEW QUESTION # 44
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. The profile information can be used to keep Linkedin details updated.
- B. The education information can be verified against the human resources database.
- C. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
- D. When employees have free time, they can review biographies of their peers.
Answer: C
Explanation:
Reference:
It is essential to have employees complete their profile information because searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can contain various types of information about people in the organization, such as name, title, department, location, skills, biography, etc. These information can help users find and connect with other users within Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/about-profiles/ https://help.mypurecloud.com/articles/search-for-people/
NEW QUESTION # 45
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