GCP-GCX Exam Questions Dumps, Selling Genesys Products
GCP-GCX Cert Guide PDF 100% Cover Real Exam Questions
NEW QUESTION # 31
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. Password Expiration
- B. Disable Location Detection
- C. Disable Genesys Cloud CX Login
- D. Open Admission
Answer: C
NEW QUESTION # 32
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 view historical data only.
- C. Used to monitor real-time contact center metrics.
- D. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
Answer: D
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.
NEW QUESTION # 33
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
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. Reference: 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 # 34
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 peers. Genesys Cloud CX will then update her manager automatically.
- C. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- D. Update her manager and her peers in her profile.
Answer: C
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. Reference: https://help.mypurecloud.com/articles/change-a-users-manager/ https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
NEW QUESTION # 35
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. True
- B. False
Answer: A
NEW QUESTION # 36
Which of following file formats are available to export a report? (Choose three.)
- A. .pdf
- B. .xls
- C. .xlsx
- D. .txt
- E. .doc
- F. .docx
Answer: A,B,E
NEW QUESTION # 37
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Update the Do Not Call list with records that have the appropriate wrap-up code.
- B. Set up a schedule to run a daily report.
- C. Determine how long to retain recordings and whether to archive or delete them.
- D. Automatically assign an evaluation for all calls over 5 minutes.
- E. Specify time sets as a matching criteria.
Answer: A,C,D
Explanation:
Explanation
Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management.
Policies are rules that automate repetitive quality management tasks based on various criteria and conditions.
Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations. References:
https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/
NEW QUESTION # 38
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. Base settings
- B. Phone model
- C. Hardware ID (MAC address)
- D. Phone name
Answer: C
NEW QUESTION # 39
Organization setting that can be configured include: Choose 2 answers
- A. Queue Management
- B. Skill
- C. Default Language
- D. invite Links
Answer: C,D
Explanation:
Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. "Invite Links" and "Default Language" are examples of such settings. "Invite Links" allows administrators to control how users are invited to the system, and "Default Language" sets the default language for the user interface, affecting all users unless they have set their own language preference.
NEW QUESTION # 40
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A. You must collect general information such as building address, number of floors, location contact information, etc.
- B. You must have the basic profile data for all users at the new location.
- C. You must know the exact coordinates of the new building.
- D. You must have images of all the users located at the new location.
- E. You must have Admin rights to Genesys Cloud CX.
Answer: A,E
NEW QUESTION # 41
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Collaborator
- B. Partial
- C. Write-Only
- D. Read-Only
- E. Contributor
- F. Full Access
Answer: D,E,F
Explanation:
Explanation
Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level permissions for workspace membership based on their roles and needs. The access level permissions for workspace membership are:
* Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.
* Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share,
* move, copy, tag, download, or upload any document in the workspace.
* Contributor: Users can create new documents in the workspace and edit or delete their own documents.
They can also share, move, copy, tag, download, upload, and view any document in the workspace.
Some other access level permission types for workspace membership are Owner and Collaborator. References:
https://help.mypurecloud.com/articles/workspace-overview/
https://help.mypurecloud.com/articles/manage-workspace-membership/
NEW QUESTION # 42
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. Content Management
- B. Video Chat
- C. AI Chat
- D. Text Chat
Answer: A
NEW QUESTION # 43
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
- A. Agents
- B. Interactions
- C. Queues Activity
- D. Skills Performance
Answer: D
Explanation:
Reference:
The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performance-view/
NEW QUESTION # 44
Where are Genesys Cloud CX call recordings stored by default?
- A. Web Service
- B. AWS Cloud
- C. Edges
- D. Cloud
Answer: B
Explanation:
Reference:
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recording-storage/ https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/
NEW QUESTION # 45
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. True
- B. False
Answer: B
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 # 46
Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation
- A. True
- B. False
Answer: B
Explanation:
Genesys Cloud CX does not automatically delete exported files from the inbox after a week. Users are responsible for managing their files, including the deletion of exported files when they are no longer needed. This approach gives users control over their data and ensures that important files are not inadvertently lost.
NEW QUESTION # 47
Which of the following is used to design and personalize your own working environment, allowing you to configure and store custom views for future use?
- A. Documents
- B. Workspaces
- C. Evaluations
- D. Activity
Answer: B
Explanation:
Workspaces in Genesys Cloud CX are customizable environments that allow users to design and personalize their own working area. Users can configure and store custom views, organize widgets and tools according to their specific job functions, and save these configurations for future use. This feature enhances productivity and efficiency by allowing users to tailor their environment to their workflow and access the information they need more quickly and easily.
NEW QUESTION # 48
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