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GCP-GCX Genesys Cloud CX Certified Professional-Consolidated Exam Questions and Answers

Questions 4

Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to manage these in an easier and more automated way.

Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?

Options:

A.

Genesys Cloud CX Workforce Management

B.

Genesys Cloud CX API

C.

Genesys Cloud CX Architect

D.

Genesys Cloud CX Reporting and Analytics

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Questions 5

The_________for iOS leverages the form factor of iOS tablets to help supervisors, managers, and executives make faster, more effective

managerial and operational decisions

Options:

A.

Genesys Cloud CX Supervisor

B.

Genesys Cloud CX Hub

C.

Genesys Cloud CX Task Manager

D.

Genesys Cloud CX Social Media Analyzer

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Questions 6

Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

Options:

A.

Agents

B.

Queues Activity

C.

Skills Performance

D.

Interactions

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Questions 7

Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

Options:

A.

The DID number and extension are not listed in the DID or extension pools.

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 the extension do not have the same last 4 digits.

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Questions 8

Which of the following is NOT a feature of Genesys Cloud CX contact center?

Options:

A.

Human Capital Management

B.

Workforce Management

C.

Quality Management

D.

Automatic Call Distribution

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Questions 9

What options are available for exporting data from a view? Choose 2 answers

Options:

A.

Chat

B.

DOCX

C.

PDF

D.

TXT

E.

CSV

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Questions 10

You can add more than one outbound route to the contact center.

Options:

A.

True

B.

False

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Questions 11

Which of the following are AND Evaluation Methods? (Choose three.)

Options:

A.

All skills matching

B.

Best available skills

C.

Bullseye matching

D.

Disregard skills

E.

Agent availability

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Questions 12

Which report displays the length of each session for one or more agents over a specified period of time?

Options:

A.

Agent Activity Summary Report

B.

Agent Metrics Report

C.

Agent Login-Logout Details Report

D.

Agent Quality Details Report

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Questions 13

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.)

Options:

A.

Language skills

B.

Additional attribute ratings

C.

ACD skills

D.

Time since last ACD interaction

E.

Staffing requirements

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Questions 14

Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

Options:

A.

True

B.

False

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Questions 15

Which architectural approach is used to develop a single application as a suite of small services?

Options:

A.

Monolithic Architecture

B.

Microservices Architecture

C.

Genesys Cloud CX Salesforce Architecture

D.

Single Core Architecture

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Questions 16

Profiles can contain various types of information about people in the organization.

Why it is essential to have employees complete their profile information?

Options:

A.

Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.

B.

The education information can be verified against the human resources database.

C.

The profile information can be used to keep Linkedin details updated.

D.

When employees have free time, they can review biographies of their peers.

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Questions 17

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?

Options:

A.

IVR

B.

Abandon

C.

Flow-outs

D.

Disconnect

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Questions 18

You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

Options:

A.

True

B.

False

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Questions 19

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

Options:

A.

Languages

B.

Medians

C.

Skills

D.

Index Ratings

E.

Knowledge levels

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Questions 20

Select the categories of Prompts in Architect. (Choose two.)

Options:

A.

User

B.

Menu

C.

Data

D.

System

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Questions 21

A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented

Options:

A.

True

B.

False

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Questions 22

If you have not created any additional templates, you will have several default template options when creating a new script.

These default templates are: (Choose four.)

Options:

A.

Blank Script

B.

Default Callback Script

C.

Default Inbound Script

D.

Default Outbound Script

E.

Collection Script Template

F.

Sales Script Template

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Questions 23

What is the correct statement about Divisions?

Options:

A.

A user can belong to more man one Division

B.

Users can only access the Division they belong to.

C.

Transactional objects (Interactions) are not division-aware.

D.

A User can belong to only one Division, but can access as many division as needed.

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Questions 24

What is the maximum limit for creating performance dashboards for private users?

Options:

A.

10

B.

15

C.

20

D.

25

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Questions 25

Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?

Options:

A.

Workspaces

B.

People

C.

Queues

D.

Groups

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Questions 26

Which view displays current metrics and information about queues if you have a membership?

Options:

A.

Queues Activity

B.

Queues Performance

C.

My Queues Activity

D.

Queues

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Questions 27

You can use Regular Expressions to create Number Plans

Options:

A.

True

B.

False

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Questions 28

Which options can be configured when setting up a queue? (Choose two.)

Options:

A.

Wrap-up Codes

B.

ACD Skills

C.

Utilization

D.

Alerting Timeout

E.

Inbound Flows

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Questions 29

Where can call recording be enabled?

Options:

A.

Trunks

B.

Edges and Edae Group

C.

Phones

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Questions 30

Which of the following is not a Quality Management feature?

Options:

A.

Evaluation Forms

B.

Policies

C.

Scheduling

D.

Interaction Recording

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Questions 31

Which of the following statements is NOT true regarding numbering plan?

Options:

A.

It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.

B.

Numbering plan is also known as a dial plan.

C.

Numbering plan can be added or modified based on the organizational requirements.

D.

It has to be created manually.

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Questions 32

You are preparing to deploy Genesys Cloud CX and need to order trunks.

Where can you find guidelines on PSTN carrier requirements?

Options:

A.

By asking your carrier what you would need.

B.

On the PSTN carrier's web site.

C.

Get a default trunk line installed.

D.

In the Genesys Cloud CX Resource Center.

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Questions 33

Which dialing mode allows the agent to see customer information before dialing?

Options:

A.

Progressive

B.

Predictive

C.

Preview

D.

Power

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Questions 34

Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.

In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

Options:

A.

Place and receive both ACD and non-ACD calls.

B.

Place ACD and non-ACD calls, but not receive.

C.

Receive ACD and non-ACD calls, but not place.

D.

Place and receive ACD calls; non-ACD calls can neither be place nor received.

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Questions 35

You suspect that one of your agents is not productive.

Which report would you run to view the agent's time on breaks and login/logout details?

Options:

A.

Interaction Details Report

B.

User Status Detail Report

C.

Agent Metrics Report

D.

Queue Metrics Daily Report

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Questions 36

Alerts that have been read are not included in the alert count, even if they are still active.

Options:

A.

True

B.

False

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Questions 37

While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.

Will this affect the metrics that Alex is monitoring?

Options:

A.

Yes

B.

No

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Questions 38

Select all available options for adding widgets to a performance dashboard. (Choose four.)

Options:

A.

Agent Status

B.

Grid

C.

Text

D.

Metric

E.

Interaction

F.

Chart

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Questions 39

Organizations with Communicate licenses can set up basic IVR with inbound call flow

Options:

A.

True

B.

False

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Questions 40

Which of the following types of interactions can be configured for Recording Policies?

Options:

A.

Call

B.

Chat

C.

Email

D.

Message

E.

All of the above

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Exam Code: GCP-GCX
Exam Name: Genesys Cloud CX Certified Professional-Consolidated Exam
Last Update: May 21, 2024
Questions: 135
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