[Jan-2024] Pass GCP-GCX Exam in First Attempt Updated GCP-GCX Exam Questions
Genesys Cloud CX Dumps GCP-GCX Exam for Full Questions - Exam Study Guide
NEW QUESTION # 38
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. Manually training users to prevent calling premium-rate numbers.
- C. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- D. Creating a number-plan to identify premium-rate numbers.
Answer: D
NEW QUESTION # 39
Which of the following types of interactions can be configured for Recording Policies?
- A. Chat
- B. All of the above
- C. Message
- D. Call
- E. Email
Answer: B
NEW QUESTION # 40
Which of the following statements about WebRTC phones is incorrect?
- A. Genesys Cloud CX WebRTC phone runs in the browser.
- B. A WebRTC phone can be used even when disconnected from the Cloud.
- C. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
- D. It is assigned to a specific user and only that user has permission to use the phone.
Answer: B
NEW QUESTION # 41
Which of the following statements is NOT true regarding numbering plan?
- A. Numbering plan can be added or modified based on the organizational requirements.
- B. Numbering plan is also known as a dial plan.
- C. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- D. It has to be created manually.
Answer: D
Explanation:
Explanation
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering 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 numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu .
Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
NEW QUESTION # 42
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A. False
- B. True
Answer: A
NEW QUESTION # 43
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Index Ratings
- B. Languages
- C. Skills
- D. Medians
- E. Knowledge levels
Answer: B,C
Explanation:
Explanation
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent.
Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Languages indicate an agent's ability to speak or write in different languages.
* Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing 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-acd-skills-to-an-agent-profile/
NEW QUESTION # 44
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. When employees have free time, they can review biographies of their peers.
- B. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
- C. The profile information can be used to keep Linkedin details updated.
- D. The education information can be verified against the human resources database.
Answer: B
NEW QUESTION # 45
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 Quality Details Report
- C. Agent Activity Summary Report
- D. Agent Metrics 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 # 46
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Knowledge levels
- B. Index Ratings
- C. Languages
- D. Skills
- E. Medians
Answer: A,D
NEW QUESTION # 47
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. ID
- B. Company Name
- C. Agent Name
- D. Organization ID
Answer: D
Explanation:
Explanation
Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX window. References:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
NEW QUESTION # 48
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION # 49
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. Agent Metrics Report
- C. User Status Detail Report
- D. Queue Metrics Daily Report
Answer: B
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 # 50
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: A
NEW QUESTION # 51
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 Admin
- B. Genesys Cloud CX Supervisor
- C. Genesys Cloud CX Reporting
- D. Genesys Cloud CX User
Answer: C
NEW QUESTION # 52
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Toast pop-ups
- B. Dialog boxes
- C. Scripts
- D. IVR prompts
Answer: B
NEW QUESTION # 53
Alerts that have been read are not included in the alert count, even if they are still active.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX.
Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed.
However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert. References: https://help.mypurecloud.com/articles/about-alerts/
https://help.mypurecloud.com/articles/view-and-manage-alerts/
NEW QUESTION # 54
Genesys Cloud CX Voice is __________.
- A. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- B. A third-party service that provides external Phone Trunks.
- C. Another name for Genesys Cloud CX.
- D. A help bot that is available within Genesys Cloud CX chat.
Answer: A
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 # 55
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. Activity
- B. Directory
- C. Workspaces
- D. Documents
Answer: A
Explanation:
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. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 56
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
Answer: A
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 # 57
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