Get New 2024 Valid Practice To your GCP-GCX Exam (Updated 112 Questions)
Genesys Cloud CX GCP-GCX Exam Practice Test Questions Dumps Bundle!
NEW QUESTION # 44
Which of the following statements are true? (Choose three.)
- A. An Abandon is an interaction that disconnects before an agent handles it.
- B. A queue report only counts interactions handled by an agent.
- C. An agent-based report counts any interactions an agent worked with.
- D. Each report contains a predefined set of metrics.
- E. Reports once created cannot be configured.
Answer: A,C,D
NEW QUESTION # 45
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
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 # 46
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 # 47
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A. On the PSTN carrier's web site.
- B. By asking your carrier what you would need.
- C. In the Genesys Cloud CX Resource Center.
- D. Get a default trunk line installed.
Answer: C
NEW QUESTION # 48
Which of the following best defines the performance view for Agents?
- A. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- C. Used to view historical data only.
- D. Used to monitor real-time contact center metrics.
Answer: B
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 # 49
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. False
- B. True
Answer: A
Explanation:
Explanation
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report. References: https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 50
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
__________.
- A. Create an Edge Group
- B. Configure a trunk
- C. Create a Site
- D. Authenticate the Edge
- E. Associate the network interface
- F. Assign the Edge to a Site
- G. Configure the Edge Connectors
Answer: B
NEW QUESTION # 51
Which of the following components can be added to scripts? (Choose four.)
- A. Web Page
- B. Visual Basic Control
- C. Checkbox
- D. Call Flow
- E. Text
- F. Image
Answer: A,C,D,E
NEW QUESTION # 52
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
* Interaction volume
* Interaction quality
* Interaction outcomes
* Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
* You can customize the interaction view by using various filters and columns to show only certain data.
For example, you can choose to show only certain columns or filter to see certain types of interactions.
You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
* Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
References: https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/
NEW QUESTION # 53
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. Do nothing. Genesys Cloud CX will update everything automatically.
- B. Update her manager and her peers in her profile.
- C. Update her peers. Genesys Cloud CX will then update her manager automatically.
- D. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
Answer: B
NEW QUESTION # 54
You cannot add variables to a script.
- A. False
- B. True
Answer: A
NEW QUESTION # 55
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. My Queues Activity
- C. Queue Performance
- D. Queues Activity
Answer: D
NEW QUESTION # 56
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
- A. Queues Activity
- B. Agents
- C. Skills Performance
- D. Interactions
Answer: C
NEW QUESTION # 57
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. admin
- B. User
- C. Supervisor
- D. employee
Answer: A
NEW QUESTION # 58
To assign extensions to users, you must first __________.
- A. Buy the extension number from the carrier.
- B. Assign the extension to the user's phone.
- C. Create a pool of extensions.
- D. Add the extension to the dial plan.
Answer: B
NEW QUESTION # 59
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
- A. Additional attribute ratings
- B. Language skills
- C. Staffing requirements
- D. Time since last ACD interaction
- E. ACD skills
Answer: A,B,E
Explanation:
Explanation
Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Language skills indicate an agent's ability to speak or write in different languages.
* Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.
* ACD skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX ACD uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-additional-attribute-ratings-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
NEW QUESTION # 60
Genesys Cloud CX Voice is __________.
- A. Another name for Genesys Cloud CX.
- B. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- C. A help bot that is available within Genesys Cloud CX chat.
- 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 # 61
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Automatic Call Distribution
- B. Scheduling
- C. Emergency Groups
- D. Architect
Answer: A
NEW QUESTION # 62
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. Do nothing. Genesys Cloud CX will update everything automatically.
- B. Update her manager and her peers in her profile.
- C. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- D. Update her peers. Genesys Cloud CX will then update her manager automatically.
Answer: C
Explanation:
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.
References: https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
NEW QUESTION # 63
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 user does not have the proper license type, roles, and permissions.
- D. The DID number and extension are considered the same numbers and entered into the same phone.
Answer: A,C
Explanation:
Explanation
The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu.
* A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu.
* An extension is a short internal number that allows users to reach each other within an organization without dialing a full phone number.
* A DID pool is a collection of DID numbers that are available for assignment to users or queues.
* An extension pool is a collection of extensions that are available for assignment to users.
To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them
NEW QUESTION # 64
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Workspace > Dashboards
- B. Admin > Contact Center
- C. Admin > Quality
- D. Performance > Overview (Evaluations)
Answer: D
NEW QUESTION # 65
Which of the following Edge feature contains the built-in remote survivability mode?
- A. SIP gateway
- B. Call broker
- C. Disaster recovery
- D. SIP proxy
Answer: D
Explanation:
Explanation
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
NEW QUESTION # 66
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