Pass the Genesys GCP-GCX Exam 2023 - Best GCP-GCX Preparation Material

Pass the Genesys GCP-GCX Exam 2023 – Best GCP-GCX Preparation Material

Jonnie Karnath2023-04-14T09:41:17+00:00

The Genesys GCP-GCX exam is a challenging test that requires a solid understanding of the subject matter. But with the right preparation materials, you can increase your chances of passing the exam on the first try. That’s where Certspot comes in with their latest GCP-GCX preparation material. Their GCP-GCX practice exam questions are carefully crafted to cover all the topics and concepts that you’ll need to know to pass the Genesys Cloud CX Certified Professional-Consolidated Exam exam. The material is updated regularly to ensure that it reflects any changes or updates to the exam. By studying Certspot GCP-GCX preparation material, you’ll be able to identify any knowledge gaps and focus your studying efforts on those areas. This will help you to study more effectively, ultimately leading to a better chance of passing the exam.

Page 1 of 4

1. What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

With multiple active calls, click and drag an unselected call onto the previously selected call details.

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.

Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.

Haveall attendees call you. When all calls are active, click the Start Conference button.

2. Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.

In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

Place and receive both ACD and non-ACD calls.

Place ACD and non-ACD calls, but not receive.

Receive ACD and non-ACD calls, but not place.

Place and receive ACD calls; non-ACD calls can neither be place nor received.

3. If you have not created any additional templates, you will have several default template options when creating a new script.

These default templates are: (Choose four.)

Blank Script

Default Callback Script

Default Inbound Script

Default Outbound Script

Collection Script Template

Sales Script Template

4. What is the maximum limit for creating performance dashboards for private users?

5. Sam wants to install the reporting app on his iPad to access metrics.

Which of the following apps does he need to install?

Genesys Cloud CX Admin

Genesys Cloud CX User

Genesys Cloud CX Reporting

Genesys Cloud CX Supervisor

6. Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)

Harmony OS

iOS

Windows 10 Mobile

Android

7. Profiles can contain various types of information about people in the organization.

Why it is essential to have employees complete their profile information?

Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.

The education information can be verified against the human resources database.

The profile information can be used to keep Linkedin details updated.

When employees have free time, they can review biographies of their peers.

8. What level of permissions does a user require to view the organization settings?

Admin

Agent

Supervisor

All of the above

9. You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

True

False

10. Which of the following statements is NOT true regarding Management Units?

Agents that handle the same set of interactions should belong to the same management unit.

Management Units partition agents and interactions into logical groups.

A maximum of 100 agents can be added to a single Management Unit.

They help you create, manage, and view schedules for a group.

Page 2 of 4

11. Policies automate repetitive quality management tasks.

Which of the following items could be defined as policies? (Choose three.)

Update the Do Not Call list with records that have the appropriate wrap-up code.

Specify time sets as a matching criteria.

Set up a schedule to run a daily report.

Automatically assign an evaluation for all calls over 5 minutes.

Determine how long to retain recordings and whether to archive or delete them.

12. What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

80 calls must be answered every 20 seconds.

80% of calls must be answered within 20 seconds.

80%of agents must answer calls within 20 seconds.

20 chats and calls must be answered in 80 seconds.

13. Select all access level permission types for workspace (Documents > Workspace)

membership. (Choose three.)

Full Access

Partial

Read-Only

Write-Only

Contributor

Collaborator

14. When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

The default protocol

TCP

TLS

SIP

UDP

15. 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?

Do nothing. Genesys Cloud CX will update everything automatically.

Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.

Update her peers. Genesys Cloud CX will then update her manager automatically.

Update her manager and her peers in her profile.

16. Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.

Which of the following views can help Eva identify such issues?

Agents Wrap-Up Interval Detail

Agents Schedule Detail

Agents Evaluation Detail

Agents Interactions Detail

17. Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)

Digital

Human Capital Management

Workforce Engagement

18. Which of thefollowing routes interactions based on an algorithm that determines the best available agent for the interaction?

Architect

Automatic Call Distribution

Emergency Groups

Scheduling

19. You are preparing to deploy Genesys Cloud CXand need to order trunks.

Where can you find guidelines on PSTN carrier requirements?

By asking your carrier what you would need.

On the PSTN carrier's web site.

Get a default trunk line installed.

In the Genesys Cloud CX Resource Center.

20. Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?

Workspaces

People

Queues

Groups

Page 3 of 4

21. Which of the following best defines the performance view for Queues?

Used to monitor real-time contact center metrics.

Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average AC

Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

Used to view historical data only.

22. Which of the following entities is used to ensure that people within your organization have the rights and permissions that they needwithin Genesys Cloud CX?

Workgroups

Rooms

Groups

Roles

23. Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)

It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.

It provides core telephony services.

It provides for the integration of Active Directory, SharePoint, and other third-party data.

It manages the Genesys Cloud CX platform services.

It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

24. Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

Public Interface Services

Core Services

Communication Services

Application Services

25. Yoususpect 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?

Interaction Details Report

User Status Detail Report

Agent Metrics Report

Queue Metrics Daily Report

26. Which architectural approach is used to develop a single application as a suite of small services?

Monolithic Architecture

Microservices Architecture

Genesys Cloud CX Salesforce Architecture

Single Core Architecture

27. Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.

What terminology is used to describe such calls?

IVR

Abandon

Flow-outs

Disconnect

28. Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

The DID number and extension are not listed in the DID or extension pools.

The DID number and extension are considered the same numbers and entered into the same phone.

The user does not have theproper license type, roles, and permissions.

The DID number and the extension do not have the same last 4 digits.

29. Genesys Cloud CX tracks metric statistics in __________ minute intervals.

30. How do you represent your organization when you contact the Genesys Cloud CX support team?

Organization ID

Company Name

Agent Name

Page 4 of 4

31. Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

True

False

32. While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.

Will this affect the metrics that Alex is monitoring?

Yes

33. 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.)

You must know the exact coordinates of the new building.

You must have images of all the users located at the new location.

You must collect general information such as building address, number of floors, location contact information, etc.

You must have the basic profile data for all users at the new location.

You must have Admin rights to Genesys Cloud C

Facebook Twitter LinkedIn Google + Email