Free GCP-GCX Questions for Genesys GCP-GCX Exam [Jul-2023]
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The Genesys GCP-GCX exam is an excellent opportunity for professionals who want to advance their career in the contact center industry. With this certification, individuals can demonstrate their expertise in using Genesys Cloud CX and become more valuable to their organization. The exam is also a great way to learn about the latest features and functionalities of the platform and stay up-to-date with the latest industry trends.
To prepare for the Genesys GCP-GCX certification exam, individuals can take training courses and study materials provided by Genesys. These courses cover a wide range of topics related to Genesys Cloud CX, including installation and configuration, administration, reporting and analytics, and integration with other systems. Individuals can also take practice exams to test their knowledge and identify areas where they need to improve.
NEW QUESTION # 65
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. True
- B. False
Answer: A
NEW QUESTION # 66
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
- A. Disconnect
- B. IVR
- C. Abandon
- D. Flow-outs
Answer: C
NEW QUESTION # 67
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A. Activity
- B. Documents
- C. Workspaces
- D. Directory
Answer: A
NEW QUESTION # 68
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. True
- B. False
Answer: A
NEW QUESTION # 69
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Yes/No
- B. Multiple Response
- C. Multiple Choice
- D. Fill in the blank
- E. Range
Answer: A,B,C
NEW QUESTION # 70
Which architectural approach is used to develop a single application as a suite of small services?
- A. Single Core Architecture
- B. Microservices Architecture
- C. Monolithic Architecture
- D. Genesys Cloud CX Salesforce Architecture
Answer: B
NEW QUESTION # 71
_________ binds the numbering plan with the trunk.
- A. Edge Group
- B. Outbound route
- C. Inbound route
- D. Edge
Answer: C
NEW QUESTION # 72
You cannot add variables to a script.
- A. True
- B. False
Answer: B
NEW QUESTION # 73
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. admin
- B. Supervisor
- C. employee
- D. User
Answer: A
NEW QUESTION # 74
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 # 75
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. IVR
- B. Workforce Management
- C. Skill-based Routing
- D. Automatic Call Distribution
Answer: C
NEW QUESTION # 76
You can add more than one outbound route to the contact center.
- A. True
- B. False
Answer: A
NEW QUESTION # 77
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 # 78
Which role is automatically assigned to a new user?
- A. Communicate - User
- B. admin
- C. User
- D. employee
Answer: C
NEW QUESTION # 79
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 manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- B. Update her peers. Genesys Cloud CX will then update her manager automatically.
- C. Do nothing. Genesys Cloud CX will update everything automatically.
- D. Update her manager and her peers in her profile.
Answer: D
NEW QUESTION # 80
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
- A. Interactions
- B. Agents
- C. Queues Activity
- D. Skills Performance
Answer: D
NEW QUESTION # 81
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 Location Detection
- B. Password Expiration
- C. Open Admission
- D. Disable Genesys Cloud CX Login
Answer: C
NEW QUESTION # 82
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
- A. Hardware ID (MAC address)
- B. Base settings
- C. Phone model
- D. Phone name
Answer: A
NEW QUESTION # 83
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
- A. Average Talk Time
- B. After Call Work
- C. Average Handle Time
- D. Average Speed of Answer
Answer: D
NEW QUESTION # 84
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Overview (Evaluations)
- B. Admin > Quality
- C. Performance > Workspace > Dashboards
- D. Admin > Contact Center
Answer: A
NEW QUESTION # 85
To assign extensions to users, you must first __________.
- A. Buy the extension number from the carrier.
- B. Add the extension to the dial plan.
- C. Create a pool of extensions.
- D. Assign the extension to the user's phone.
Answer: D
NEW QUESTION # 86
Why are Divisions important in an organization?
- A. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- B. Divisions define which users can be assigned to queues.
- 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: A
NEW QUESTION # 87
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. True
- B. False
Answer: A
NEW QUESTION # 88
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 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
NEW QUESTION # 89
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. AI
- B. VR
- C. Digital
- D. Workforce Engagement
- E. Human Capital Management
Answer: C,D,E
NEW QUESTION # 90
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