Genesys GCP-GCX Study Guide Archives Updated on Apr 25, 2023
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NEW QUESTION # 57
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. Directory
- B. Workspaces
- C. Documents
- D. Activity
Answer: D
NEW QUESTION # 58
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Configure queues
- B. Convert text to speech
- C. Play pre-recorded messages
- D. Create skills
- E. Receive and route calls
Answer: A,D,E
NEW QUESTION # 59
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?
- A. Queue Metrics Daily Report
- B. User Status Detail Report
- C. Interaction Details Report
- D. Agent Metrics Report
Answer: B
NEW QUESTION # 60
You can add more than one outbound route to the contact center.
- A. True
- B. False
Answer: A
NEW QUESTION # 61
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION # 62
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
- B. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- C. Have all attendees call you. When all calls are active, click the Start Conference button.
- D. With multiple active calls, click and drag an unselected call onto the previously selected call details.
Answer: C,D
NEW QUESTION # 63
What additional functionality does Communicate bring to Genesys Cloud CX?
- A. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
- B. Call center features, such as ACD and scripting.
- C. Knowledge-based features, such as FAQs and communities.
- D. Directory capabilities, such as advanced search, profiles, and keyword searching.
Answer: B
NEW QUESTION # 64
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Dialog boxes
- B. Scripts
- C. IVR prompts
- D. Toast pop-ups
Answer: A
NEW QUESTION # 65
Alerts that have been read are not included in the alert count, even if they are still active.
- A. True
- B. False
Answer: A
NEW QUESTION # 66
Which of the following types of interactions can be configured for Recording Policies?
- A. Chat
- B. Call
- C. Email
- D. Message
- E. All of the above
Answer: E
NEW QUESTION # 67
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. iOS
- B. Windows 10 Mobile
- C. Harmony OS
- D. Android
Answer: A
NEW QUESTION # 68
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Quality Management
- B. Workforce Management
- C. Human Capital Management
- D. Automatic Call Distribution
Answer: C
NEW QUESTION # 69
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Campaigns
- B. Evaluation Forms
- C. Dialing Modes
- D. Agents
- E. Contact Lists
Answer: A,D,E
NEW QUESTION # 70
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 # 71
Which of the following Edge features provides client and server-side call matching?
- A. SIP proxy
- B. Media server
- C. SIP gateway
- D. Call broker
Answer: D
NEW QUESTION # 72
Which of the following are AND Evaluation Methods? (Choose three.)
- A. All skills matching
- B. Best available skills
- C. Bullseye matching
- D. Disregard skills
- E. Agent availability
Answer: B,C,E
NEW QUESTION # 73
Which of the following best defines the performance view for Queues?
- A. Used to monitor real-time contact center metrics.
- B. Used to view historical data only.
- 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 real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
Answer: D
NEW QUESTION # 74
Which of the following statements defines a critical question in an Evaluation Form?
- A. Critical questions are questions that the agent must answer.
- B. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
- C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
- D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
Answer: D
NEW QUESTION # 75
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 Evaluation Detail
- B. Agents Schedule Detail
- C. Agents Interactions Detail
- D. Agents Wrap-Up Interval Detail
Answer: C
NEW QUESTION # 76
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?
- A. Performance Dashboard
- B. Queue Performance
- C. My Queues Activity
- D. Queues Activity
Answer: D
NEW QUESTION # 77
Which of the following Edge feature contains the built-in remote survivability mode?
- A. Call broker
- B. SIP proxy
- C. SIP gateway
- D. Disaster recovery
Answer: D
NEW QUESTION # 78
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Practice Material for GCP-GCX Exam Question Preparation: https://drive.google.com/open?id=1k3_115lBc0eeBNknGqo3nNF4IfhogA3k
