New (2024) Genesys GCP-GCX Exam Dumps [Q67-Q87]

New (2024) Genesys GCP-GCX Exam Dumps

Best Way To Study For Genesys GCP-GCX Exam Brilliant GCP-GCX Exam Questions PDF

NEW QUESTION # 67
What is the maximum limit for creating performance dashboards for private users?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: A

Explanation:
Explanation
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. References:
https://help.mypurecloud.com/articles/about-performance-dashboards/
https://help.mypurecloud.com/articles/create-a-performance-dashboard/

NEW QUESTION # 68
Which of the following best defines the performance view for Agents?

• A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• B. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• C. Used to view historical data only.
• D. Used to monitor real-time contact center metrics.

Answer: A

Explanation:
Explanation
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:
* Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.
* Time in status is a metric that shows the amount of time (HH:MM:SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.
* Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.
* Average talk time is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.
* Average ACW is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.
References: https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/agents-performance-views-overview/
https://help.mypurecloud.com/articles/agent-status-overview/

NEW QUESTION # 69
Which of the following statements about scripts is true?

• A. Scripts can be used in all types of interactions.
• B. Scripts may be used for outbound dialing campaigns only.
• C. Scripts are only used to configure flows when setting up Architect.
• D. Scripts can be used for inbound interactions only.

Answer: A

NEW QUESTION # 70
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. Rooms
• B. Groups
• C. Workgroups
• D. Roles

Answer: D

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. Reference: https://help.mypurecloud.com/articles/about-roles/ https://help.mypurecloud.com/articles/add-roles-to-a-user/

NEW QUESTION # 71
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

• A. 20 chats and calls must be answered in 80 seconds.
• B. 80% of calls must be answered within 20 seconds.
• C. 80 calls must be answered every 20 seconds.
• D. 80% of agents must answer calls within 20 seconds.

Answer: B

Explanation:
A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%. Reference: https://help.mypurecloud.com/glossary/service-level/ https://help.mypurecloud.com/articles/queue-performance-summary-report/

NEW QUESTION # 72
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

• A. Application Services
• B. Public Interface Services
• C. Core Services
• D. Communication Services

Answer: C

NEW QUESTION # 73
Genesys Cloud CX Voice is __________.

• A. A help bot that is available within Genesys Cloud CX chat.
• B. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
• C. Another name for Genesys Cloud CX.
• D. A third-party service that provides external Phone Trunks.

Answer: B

Explanation:
Explanation
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/

NEW QUESTION # 74
What type of trunk would you configure to connect to AudioCodes phones?

• A. WebRTC phone trunk
• B. Phone trunk
• C. Network interface trunk
• D. External trunk

Answer: B

Explanation:
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. Reference: https://help.mypurecloud.com/glossary/trunk/ https://help.mypurecloud.com/articles/create-a-phone-trunk/ https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/

NEW QUESTION # 75
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?

• A. Update her manager and her peers in her profile.
• B. Update her peers. Genesys Cloud CX will then update her manager automatically.
• C. Do nothing. Genesys Cloud CX will update everything automatically.
• D. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.

Answer: D

Explanation:
The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager. Reference: https://help.mypurecloud.com/articles/change-a-users-manager/ https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/

NEW QUESTION # 76
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)

• A. Forecast simulator
• B. Short-Term Forecasts
• C. Schedules
• D. Long-Term Forecasts

Answer: B,C,D

NEW QUESTION # 77
What is the maximum limit for creating performance dashboards for private users?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: A

Explanation:
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. Reference: https://help.mypurecloud.com/articles/about-performance-dashboards/ https://help.mypurecloud.com/articles/create-a-performance-dashboard/

NEW QUESTION # 78
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.

• A. Associate the network interface
• B. Create a Site
• C. Configure the Edge Connectors
• D. Assign the Edge to a Site
• E. Configure a trunk
• F. Create an Edge Group
• G. Authenticate the Edge

Answer: E

Explanation:
Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are:
Create a Site
Create an Edge Group
Associate the network interface
Authenticate the Edge
Configure the Edge Connectors
Assign the Edge to a Site Reference: https://help.mypurecloud.com/articles/configure-an-edge-device/ https://help.mypurecloud.com/articles/about-trunks/

NEW QUESTION # 79
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.

• A. True
• B. False

Answer: B

Explanation:
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports 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 develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as :
Report type
Report format
Report frequency
Report recipients
You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as :
Report type
Report filters
Report date range
Report columns

NEW QUESTION # 80
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

NEW QUESTION # 81
What is the correct statement about Divisions?

• A. A User can belong to only one Division, but can access as many division as needed.
• B. Transactional objects (Interactions) are not division-aware.
• C. A user can belong to more man one Division
• D. Users can only access the Division they belong to.

Answer: A

Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.

NEW QUESTION # 82
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 # 83
Which report displays the length of each session for one or more agents over a specified period of time?

• A. Agent Quality Details Report
• B. Agent Activity Summary Report
• C. Agent Metrics Report
• D. Agent Login-Logout Details Report

Answer: D

NEW QUESTION # 84
Which of the following are AND Evaluation Methods? (Choose three.)

• A. Bullseye matching
• B. All skills matching
• C. Disregard skills
• D. Agent availability
• E. Best available skills

Answer: A,B,E

Explanation:
Explanation
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction.
There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. References:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/

NEW QUESTION # 85
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 Supervisor
• C. Genesys Cloud CX Admin
• D. Genesys Cloud CX Reporting

Answer: B

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 # 86
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

• A. Queue
• B. Language
• C. Skills
• D. Roles

Answer: B,C

Explanation:
Explanation
Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires. References:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/

NEW QUESTION # 87
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Genesys GCP-GCX exam is a comprehensive exam that covers a range of topics related to the Genesys Cloud CX platform. This includes topics such as configuring routing strategies, managing interactions, creating and managing users and groups, configuring reporting and analytics, and troubleshooting common issues. GCP-GCX exam is designed to test an individual's ability to apply their knowledge of the platform to real-world scenarios and to ensure that they have the skills necessary to effectively manage and support the platform.

Genesys Cloud CX Certified Professional-Consolidated (GCP-GCX) exam is designed to test the knowledge and skills of professionals who work with Genesys Cloud CX, a cloud-based customer experience platform. GCP-GCX exam covers a range of topics, including the features and functions of the platform, how to configure and manage it, and how to troubleshoot common issues. The GCP-GCX certification is intended for professionals who work in roles such as customer service managers, contact center administrators, and solution architects.

 

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