[Dec 08, 2025] Free Genesys GCX-GCD Exam Questions and Answer
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Genesys GCX-GCD Exam Syllabus Topics:
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NEW QUESTION # 36
Which of the following are commonly used in Voice over IP (VoIP) or internet communication systems?
- A. SIP
- B. WebRTC
- C. Outbound Proxy
- D. Gateway
Answer: A,B
Explanation:
SIP (Session Initiation Protocol) Trunks: These are used to connect the Genesys Cloud CX platform to external telephony systems, such as carriers or on-premises equipment, facilitating voice communication over IP networks.
WebRTC Trunks: These are utilized for WebRTC-based communications, enabling real-time voice and video interactions directly through web browsers without the need for additional plugins or software.
Reference: https://help.mypurecloud.com/video/create-a-sip-phone-trunk-2/
NEW QUESTION # 37
In Genesys Cloud CX, the term conversation is defined as an interaction between multiple participants over at least one media channel such as chat, phone, or email.
Each conversation contains the end-to-end data for all interactions between the participants.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, a conversation refers to an interaction involving multiple participants over one or more media channels, such as chat, phone, or email. Each conversation encompasses comprehensive data for all interactions among the participants, providing a complete view of the engagement history.
Reference:https://help.mypurecloud.com/glossary/conversation/
NEW QUESTION # 38
Which of the following statements are true? (Choose two.)
- A. A "query' endpoint is intended for users who need the most up-to-date data, and they need a response right now.
- B. A "query endpoint is best suited for bulk export of data.
- C. A "jobs' endpoint is intended for users who need the most up-to-date data, and they need a response right now.
D A jobs' endpoint is best suited for bulk export of data
Answer: A
Explanation:
A query endpoint provides real-time access to the most up-to-date data and returns the requested information immediately. This is ideal for scenarios where the user requires immediate responses.
A jobs endpoint, on the other hand, is designed for scenarios where bulk export of data is required. It processes requests asynchronously and provides a response when the export is complete, making it suitable for larger data sets that don't require an immediate response.
NEW QUESTION # 39
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 Phone number is being used by a different user.
- B. The user may have deleted the icon.
- C. The user is not assigned the appropriate role.
- D. The user's phone is unplugged.
Answer: C
Explanation:
In Genesys Cloud CX, access to telephony features, including the ability to make and receive calls, is controlled by roles and permissions. If the required telephony-related permissions are not assigned to the user's role, the phone call icon will not appear in the interface.
NEW QUESTION # 40
As the Genesys Cloud CX product grows, additions are made to the API to support new features in the form of new resources, new HTTP methods for existing resources, and so on.
When breaking changes are necessary, they are deferred to the next major revision of the API, whenever possible.
- A. False
- B. True
Answer: B
Explanation:
Genesys Cloud CX aims to minimize breaking changes to maintain backward compatibility for its users.
When breaking changes are necessary, they are typically deferred until the next major revision of the API, ensuring a smoother transition for developers and users.
NEW QUESTION # 41
What level of permissions does a user require to view the organization settings?
- A. All of the above
- B. Admin
- C. Agent
- D. Supervisor
Answer: B
Explanation:
In Genesys Cloud CX, users require administrative privileges to access and manage organization settings.
This access is typically granted through the Admin role, which provides the necessary permissions to view and modify organization-wide configurations. Agent and Supervisor roles do not inherently possess these permissions.
NEW QUESTION # 42
A queue is an object in Genesys Cloud CX that contains a group of agents with similar skills.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, a queue is an object that holds a group of agents who typically share similar skills or responsibilities. It is used for routing interactions to the most appropriate available agent within that group.
NEW QUESTION # 43
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 assiqned to subscribers and telephony endpoints.
Answer: A
Explanation:
This statement is not true. In Genesys Cloud CX, numbering plans (or dial plans) can be created automatically using default settings or manually configured as needed. They are flexible and can be modified based on organizational requirements, but manual creation is not mandatory.
NEW QUESTION # 44
For updating a user in Genesys Cloud CX which HTTP method must be used?
- A. PATCH
- B. DELETE
- C. TRACE
- D. POST
Answer: A
Explanation:
In Genesys Cloud CX, the PATCH HTTP method is used to update an existing user's information. This method allows partial updates, meaning you can modify specific user attributes without affecting the rest of the user data.
NEW QUESTION # 45
To assign a Prompt resource using the API, you must have the _______________ permission assigned.
- A. Architect > UserPrompt > View
- B. Architect > UserPrompt > Edit
- C. Architect > DatahaseTable > Add
- D. Architect > UserPrompt > Add
- E. Architect > UI > View
Answer: B
Explanation:
To assign a Prompt resource using the Genesys Cloud CX API, the Architect > UserPrompt > Edit permission is required. This permission allows users to modify existing user prompts, including assigning resources to them. Without this permission, attempts to assign a prompt resource via the API will be unsuccessful.
NEW QUESTION # 46
The typing notifications can be sent to the chat window using a POST with the _______________.
- A. Conversation ID + Member ID
- B. Conversation ID + Session ID
- C. Conversation ID + Member ID +Session ID
- D. Member ID
Answer: A
Explanation:
In Genesys Cloud CX, to send typing notifications to the chat window, you use aPOSTrequest to the/api/v2
/conversations/{conversationId}/participants/{participantId}/typingendpoint. This requires both the Conversation ID and the Participant (Member) ID to correctly identify and notify the specific participant within the conversation.
NEW QUESTION # 47
If you don't pass the paging parameters while querying, the default page size is set to _____.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
In Genesys Cloud CX, when making API requests that return a list of resources, if you don't specify paging parameters (pageSizeandpageNumber), the system defaults to a page size of 25 results. This means that the response will include up to 25 items per page unless you define otherwise.
Reference:https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
NEW QUESTION # 48
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 otherevents 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:
Workforce Management in Genesys Cloud CX automates agent scheduling, including work shifts, breaks, meetings, and time off, replacing manual spreadsheet processes and improving efficiency and accuracy.
NEW QUESTION # 49
AudioHook requires specialized libraries and services for orchestration, load balancing, serialization and session management.
- A. True
- B. False
Answer: B
Explanation:
AudioHook Monitor in Genesys Cloud CX doesnotrequire specialized libraries or services for orchestration, load balancing, serialization, or session management. It is designed to stream voice interactions to third-party services in near real-time without the need for additional infrastructure.
Reference:https://help.mypurecloud.com/articles/audiohook-monitor-overview/
NEW QUESTION # 50
Which identifier do you need to provide in the missing section to use the following GET method?
https://api.{{environment}}/api/v2/flows/{___}
- A. promptld
- B. scheduleGroupld
- C. flowld
- D. ivrld
Answer: C
Explanation:
In the Genesys Cloud CX API, when using the GET method to retrieve details for a specific flow, the identifier you need to provide is flowId, which uniquely identifies the flow within the system.
NEW QUESTION # 51
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 Admin rights to Genesys Cloud CX.
- 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 collect general information such as building address number of floors, location contact information, etc.
- E. You must have images of all the users located at the new location.
Answer: A,D
Explanation:
To add a new location in Genesys Cloud CX, you need administrative privileges and must gather general location details such as address and contact information. These are required for properly setting up and managing the new site within the platform.
NEW QUESTION # 52
Disabling file attachments in chat is related to _______________.
- A. Security and Compliance
- B. Chat Settings
- C. Global Settings
- D. Telephony
Answer: A
Explanation:
Disabling file attachments in chat is managed under Security and Compliance settings in Genesys Cloud CX, where administrators control data sharing options to meet organizational security policies.
NEW QUESTION # 53
The _______________ perspective is a ledger-type event stream over some time interval with time stamps for every event that occurred during the period.
- A. Detail Records
- B. Aggregate Records
- C. Instantaneous Observation
- D. Aggregate Metrics
Answer: A
Explanation:
The Detail Records perspective in Genesys Cloud CX represents a ledger-type event stream that includes time- stamped records for every interaction event over a given time interval, offering granular insight into each step of the interaction.
NEW QUESTION # 54
What type of Analytics API query would you use to determine how many interactions are ongoing/waiting right now as well as which agents are available?
- A. Queue Observations query
- B. Flow Aggregates query
- C. Conversation Aggregates query
- D. Conversation Detail Record query
Answer: A
Explanation:
The Queue Observations query in Genesys Cloud CX provides real-time metrics such as the number of interactions currently ongoing or waiting in a queue and the number of agents available, making it ideal for live queue monitoring.
NEW QUESTION # 55
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Internet Explorer
- B. Safari
- C. Chrome
- D. Firefox
- E. Opera
Answer: C,D
Explanation:
Genesys Cloud CX offers full support for the current and immediately preceding major releases of both Firefox and Chrome browsers. While Safari is supported, it has limited functionality, lacking support for features like video chat, screen sharing, and the Genesys Cloud WebRTC phone. Internet Explorer and Opera are not supported browsers for Genesys Cloud CX.
NEW QUESTION # 56
Which of the following statements defines a fatal question in an Evaluation Form?
- A. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
- B. Fatal questions are the same as critical questions.
- C. Fatal questions are weighted higher than non-fatal questions.
- D. Fatal questions are critical questions If scored No the agent will be removed from the queue.
Answer: A
Explanation:
In Genesys Cloud CX, a fatal question on an Evaluation Form is designed to reflect a critical requirement. If the evaluator scores "No" on such a question, the agent receives a zero for the entire evaluation, regardless of other responses.
NEW QUESTION # 57
Only the API calls made using your organization's OAuth Clients are considered for billing.
- A. True
- B. False
Answer: B
Explanation:
Genesys Cloud CX includes in its billing calculations all API calls made using your organization's OAuth clients, as well as those from custom or third-party applications, integrations, and solutions, including AppFoundry apps. However, API requests made by Genesys Cloud's own browser, web, and mobile applications, as well as certain embedded clients like Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk, are not included in the API usage data for billing purposes. This distinction ensures that only external API usage contributes to billing calculations.
NEW QUESTION # 58
For web chat, widget permissions must be assigned to the user.
- A. True
- B. False
Answer: B
Explanation:
In Genesys Cloud CX, widget permissions are not assigned to individual users. Instead, permissions related to web chat widgets are managed through roles and permissions within the platform. To create or manage web chat widgets, a user must have the appropriate permissions, such as Widgets > Deployment > AllorWeb Chat
> Deployment > All.These permissions are typically assigned to administrative roles responsible for configuring and deploying web chat functionalities.
Reference:https://help.mypurecloud.com/articles/create-a-widget-for-web-chat/
NEW QUESTION # 59
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