Jun-2024 Realistic GCP-GCX Exam Dumps with Accurate & Updated Questions
GCP-GCX Exam Dumps - PDF Questions and Testing Engine
Genesys GCP-GCX exam is divided into three sections: Routing, Reporting, and Analytics, and Contact Center Management. The Routing section covers topics such as routing strategies, routing rules, and routing prioritization. The Reporting and Analytics section covers topics such as report types, report scheduling, and data visualization. The Contact Center Management section covers topics such as agent management, queue management, and interaction management.
NEW QUESTION # 43
Which architectural approach is used to develop a single application as a suite of small services?
- A. Genesys Cloud CX Salesforce Architecture
- B. Microservices Architecture
- C. Single Core Architecture
- D. Monolithic Architecture
Answer: B
Explanation:
Microservices Architecture is an architectural approach that is used to develop a single application as a suite of small services. Microservices Architecture is a design pattern that breaks down an application into independent components or modules that communicate with each other through well-defined interfaces or APIs. Microservices Architecture enables faster development, deployment, scaling, testing, and maintenance of applications by allowing each service to run in its own process and be managed by a small team. Reference: https://www.genesys.com/glossary/microservices-architecture https://www.genesys.com/en-gb/platform/cloud
NEW QUESTION # 44
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Workforce Engagement
- B. VR
- C. Human Capital Management
- D. AI
- E. Digital
Answer: A,D,E
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 # 45
Which of the following Edge features provides client and server-side call matching?
- A. Media server
- B. SIP proxy
- C. Call broker
- D. SIP gateway
Answer: C
NEW QUESTION # 46
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Running reports during peak hours.
- B. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- C. Reviewing and ensuring the usage of scheduled reports.
- D. Asking every team member to run and save a copy of the report.
Answer: B,C
NEW QUESTION # 47
Select all available options for adding widgets to a performance dashboard. (Choose four.)
- A. Agent Status
- B. Metric
- C. Chart
- D. Text
- E. Grid
- F. Interaction
Answer: A,B,C,F
NEW QUESTION # 48
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. Documents
- C. Workspaces
- D. Activity
Answer: C
Explanation:
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. Reference: https://help.mypurecloud.com/articles/about-activity/ https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 49
Which of following file formats are available to export a report? (Choose three.)
- A. .doc
- B. .docx
- C. .txt
- D. .xls
- E. .pdf
- F. .xlsx
Answer: A,D,E
NEW QUESTION # 50
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. IVR prompts
- B. Dialog boxes
- C. Scripts
- D. Toast pop-ups
Answer: C
Explanation:
Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction. Reference: https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/
NEW QUESTION # 51
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Sends the emails to anyone who has the admin role assigned in your organization.
- B. Does not route the emails to any email address.
- C. Collects such emails and stores it until an email address to report issues is configured.
- D. Automatically creates an email address and routes all such emails to this address.
Answer: B
Explanation:
Explanation
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. References:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
NEW QUESTION # 52
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 know the exact coordinates of the new building.
- C. You must have the basic profile data for all users at the new location.
- D. You must collect general information such as building address, number of floors, location contact information, etc.
- E. You must have Admin rights to Genesys Cloud CX.
Answer: D,E
NEW QUESTION # 53
Which of following file formats are available to export a report? (Choose three.)
- A. .docx
- B. .txt
- C. .doc
- D. .xlsx
- E. .xls
- F. .pdf
Answer: D,E,F
Explanation:
.xls, .xlsx, and .pdf are three file formats that are available to export a report in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report 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 export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:
.xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.
.xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.
.pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report.
Some other file formats that are available to export a report are .csv, .docx, and .rtf. Reference: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/export-a-report/
NEW QUESTION # 54
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. Agent Name
- D. ID
Answer: A
NEW QUESTION # 55
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. Interaction Details Report
- B. User Status Detail Report
- C. Queue Metrics Daily Report
- D. Agent Metrics Report
Answer: B
NEW QUESTION # 56
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. Interaction Details Report
- B. Queue Metrics Daily Report
- C. Agent Metrics Report
- D. User Status Detail Report
Answer: C
Explanation:
Explanation
The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence. References:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
NEW QUESTION # 57
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
- A. Groups
- B. Rooms
- C. Workgroups
- D. Roles
Answer: D
Explanation:
Explanation
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/
NEW QUESTION # 58
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Chrome
- B. Internet Explorer
- C. Safari
- D. Firefox
- E. Opera
Answer: A,D
Explanation:
Explanation
Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chrome are the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality.
Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/supported-browsers/
https://help.mypurecloud.com/articles/browser-limitations/
NEW QUESTION # 59
Number plan determines how many and which digits are necessary for call routing.
- A. False
- B. True
Answer: B
Explanation:
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. References:
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 # 60
Which view displays current metrics and information about queues if you have a membership?
- A. Queues
- B. Queues Activity
- C. Queues Performance
- D. My Queues Activity
Answer: D
Explanation:
Reference:
My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data. Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/ https://help.mypurecloud.com/articles/customize-views/
NEW QUESTION # 61
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. False
- B. True
Answer: A
NEW QUESTION # 62
WebRTC phones require all hardware and software to be properly installed.
- A. False
- B. True
Answer: A
Explanation:
Explanation
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/
https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/
NEW QUESTION # 63
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Architect
- B. Scheduling
- C. Automatic Call Distribution
- D. Emergency Groups
Answer: C
Explanation:
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue. Reference: https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/ https://help.mypurecloud.com/articles/about-acd/
NEW QUESTION # 64
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
NEW QUESTION # 65
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. Video Chat
- B. AI Chat
- C. Text Chat
- D. Content Management
Answer: B
Explanation:
AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX. Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:
Text Chat
Video Chat
Content Management
Group Messaging
Presence Indicators
AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots. AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:
Intent Recognition
Entity Extraction
Sentiment Analysis
Conversation Flow
Knowledge Base
NEW QUESTION # 66
Which of the following types of interactions can be configured for Recording Policies?
- A. Message
- B. All of the above
- C. Email
- D. Call
- E. Chat
Answer: B
NEW QUESTION # 67
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Genesys GCP-GCX Certification Exam is a challenging and rigorous certification program that requires professionals to demonstrate their knowledge and skills through a series of exams and practical exercises. Genesys Cloud CX Certified Professional - Consolidated Exam certification program includes a variety of training materials, including online courses, study guides, and practice exams. Genesys Cloud CX Certified Professional - Consolidated Exam certification program also includes hands-on experience with the Genesys Cloud CX platform.
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