Free GCP-GCX Exam Braindumps - New 2023 Genesys Pratice Exam
Practice Test for GCP-GCX Certification Real 2023 Mock Exam
Genesys GCP-GCX certification is an important credential for professionals who want to demonstrate their expertise in the Genesys Cloud CX platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification is recognized by industry professionals and demonstrates a commitment to excellence in the field of customer experience management. Genesys Cloud CX Certified Professional - Consolidated Exam certification is also a valuable asset for professionals looking to advance their careers in the customer experience management field.
NEW QUESTION # 14
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 Genesys Cloud CX Login
- B. Open Admission
- C. Disable Location Detection
- D. Password Expiration
Answer: A
NEW QUESTION # 15
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Range
- B. Yes/No
- C. Multiple Choice
- D. Multiple Response
- E. Fill in the blank
Answer: A,B,C
Explanation:
Explanation
Multiple Choice, Yes/No, and Range are three question types available while creating an Evaluation Form in Genesys Cloud CX Quality Management. An Evaluation Form is a template that defines the structure and content of an evaluation. An Evaluation Form consists of various questions that assess different aspects of an agent interaction based on predefined criteria and scoring methods. You can use different types of questions to create an Evaluation Form based on your needs. The other available question types are Comment Box and Scored Comment Box. References: https://help.mypurecloud.com/articles/about-evaluation-forms/
https://help.mypurecloud.com/articles/create-an-evaluation-form/
NEW QUESTION # 16
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?
- A. Genesys Cloud CX Architect
- B. Genesys Cloud CX Reporting and Analytics
- C. Genesys Cloud CX API
- D. Genesys Cloud CX Workforce Management
Answer: D
Explanation:
Explanation
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. References:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
NEW QUESTION # 17
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A. False
- B. True
Answer: B
Explanation:
Explanation
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. 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
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent 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 active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
* Status
* Time in status
* Calls answered
* Average talk time
* Average ACW
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 # 18
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?
- A. Genesys Cloud CX User
- B. Genesys Cloud CX Admin
- C. Genesys Cloud CX Supervisor
- D. Genesys Cloud CX Reporting
Answer: C
Explanation:
Explanation
Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
* Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
* Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
* Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
* Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.
References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/
https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/
NEW QUESTION # 19
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 not listed in the DID or extension pools.
- B. The DID number and the extension do not have the same last 4 digits.
- C. The DID number and extension are considered the same numbers and entered into the same phone.
- D. The user does not have the proper license type, roles, and permissions.
Answer: A,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 # 20
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Set up a schedule to run a daily report.
- B. Automatically assign an evaluation for all calls over 5 minutes.
- C. Specify time sets as a matching criteria.
- D. Determine how long to retain recordings and whether to archive or delete them.
- E. Update the Do Not Call list with records that have the appropriate wrap-up code.
Answer: A,D,E
NEW QUESTION # 21
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Human Capital Management
- B. Digital
- C. AI
- D. Workforce Engagement
- E. VR
Answer: B,C,D
Explanation:
Explanation
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities.
AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References:
https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital
https://www.genesys.com/genesys-cloud/features/workforce-engagement
NEW QUESTION # 22
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Automatic Call Distribution
- B. Workforce Management
- C. Quality Management
- D. Human Capital Management
Answer: D
NEW QUESTION # 23
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 have images of all the users located at the new location.
- B. You must collect general information such as building address, number of floors, location contact information, etc.
- C. You must have the basic profile data for all users at the new location.
- D. You must know the exact coordinates of the new building.
- E. You must have Admin rights to Genesys Cloud CX.
Answer: B,E
NEW QUESTION # 24
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. When employees have free time, they can review biographies of their peers.
- 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. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
Answer: D
NEW QUESTION # 25
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Base Settings
- B. Admin > Telephone > Phone Management > Phones
- C. Admin > Telephone > Phone Management > Calls
Answer: B
NEW QUESTION # 26
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Write-Only
- B. Full Access
- C. Contributor
- D. Collaborator
- E. Read-Only
- F. Partial
Answer: B,C,E
NEW QUESTION # 27
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's phone is unplugged.
- D. The user is not assigned the appropriate role.
Answer: D
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 # 28
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. Abandon
- C. Flow-outs
- D. IVR
Answer: B
NEW QUESTION # 29
Which of the following statements is NOT true regarding numbering plan?
- A. It has to be created manually.
- B. Numbering plan can be added or modified based on the organizational requirements.
- C. Numbering plan is also known as a dial plan.
- D. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
Answer: A
NEW QUESTION # 30
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.)
- A. Time since last ACD interaction
- B. Additional attribute ratings
- C. Staffing requirements
- D. Language skills
- E. ACD skills
Answer: C,D,E
NEW QUESTION # 31
Where are Genesys Cloud CX call recordings stored by default?
- A. Cloud
- B. AWS Cloud
- C. Web Service
- D. Edges
Answer: A
NEW QUESTION # 32
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