[Nov 18, 2023] New Real GCP-GCX Exam Dumps Questions
Pass Your GCP-GCX Exam Easily with Accurate Genesys Cloud CX Certified Professional - Consolidated Exam PDF Questions
NEW QUESTION # 31
Select the categories of Prompts in Architect. (Choose two.)
- A. Data
- B. User
- C. System
- D. Menu
Answer: B,C
NEW QUESTION # 32
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Internet Explorer
- B. Safari
- C. Opera
- D. Chrome
- E. Firefox
Answer: D,E
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 # 33
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. Have all attendees call you. When all calls are active, click the Start Conference button.
- C. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- D. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
Answer: B,C
NEW QUESTION # 34
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 Reporting
- C. Genesys Cloud CX Admin
- D. Genesys Cloud CX Supervisor
Answer: B
NEW QUESTION # 35
Why are Divisions important in an organization?
- A. Divisions allow the organization to control which roles can be assigned to users.
- B. Divisions are used to divide interactions equally between 2 or more queues.
- C. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- D. Divisions define which users can be assigned to queues.
Answer: C
Explanation:
Explanation
Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division. References: https://help.mypurecloud.com/glossary/division/
https://help.mypurecloud.com/articles/about-divisions/
NEW QUESTION # 36
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Agent availability
- B. All skills matching
- C. Best available skills
- D. Disregard skills
- E. Bullseye matching
Answer: A,C,E
NEW QUESTION # 37
To assign extensions to users, you must first __________.
- A. Create a pool of extensions.
- B. Assign the extension to the user's phone.
- C. Add the extension to the dial plan.
- D. Buy the extension number from the carrier.
Answer: A
Explanation:
Explanation
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. References: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/
https://help.mypurecloud.com/articles/assign-extensions-to-users/
NEW QUESTION # 38
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Workforce Management
- B. Human Capital Management
- C. Quality Management
- D. Automatic Call Distribution
Answer: B
Explanation:
Explanation
Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:
* Workforce Management
* Quality Management
* Automatic Call Distribution
* Skill-based Routing
* Omnichannel Routing
* Analytics and Reporting
* Artificial Intelligence
* Integrations References: https://www.genesys.com/genesys-cloud/features/contact-center
https://www.genesys.com/glossary/human-capital-management
NEW QUESTION # 39
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. Queues Activity
- B. Performance Dashboard
- C. Queue Performance
- D. My Queues Activity
Answer: C
Explanation:
Explanation
Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format. References:
https://help.mypurecloud.com/articles/queue-performance-view/
https://help.mypurecloud.com/articles/select-a-queue/
NEW QUESTION # 40
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 # 41
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
- A. Queue
- B. Skills
- C. Roles
- D. Language
Answer: B,D
NEW QUESTION # 42
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Login-Logout Details Report
- B. Agent Metrics Report
- C. Agent Quality Details Report
- D. Agent Activity Summary Report
Answer: A
Explanation:
Explanation
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Conduct
* Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as:
* Pre-set Day Filter
* Report Date
* Agent Group
* Agent
* Media Type
References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 43
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
Explanation:
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
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/schedule-a-report/ https://help.mypurecloud.com/articles/view-a-report/
NEW QUESTION # 44
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
- A. No
- B. Yes
Answer: A
NEW QUESTION # 45
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Yes/No
- B. Multiple Response
- C. Fill in the blank
- D. Multiple Choice
- E. Range
Answer: A,D,E
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 # 46
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Configuring trunks to identify premium-rate numbers.
- B. Creating a number-plan to identify premium-rate numbers.
- C. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- D. Manually training users to prevent calling premium-rate numbers.
Answer: B
NEW QUESTION # 47
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Admin > Quality
- B. Admin > Contact Center
- C. Performance > Workspace > Dashboards
- D. Performance > Overview (Evaluations)
Answer: D
Explanation:
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 48
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GCP-GCX Certification Exam Dumps Questions in here: https://drive.google.com/open?id=1tX5Bzy4D8g4ScALu4mgt8gIEaGF5L5ty
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