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The GCP-GCX exam is divided into multiple sections, each of which focuses on a specific area of the Genesys Cloud CX platform. GCP-GCX exam covers topics such as the Genesys Cloud CX architecture, routing strategies, reporting and analytics, workforce management, and integrations. Candidates will be tested on their ability to configure and manage different components of the platform, troubleshoot issues, and optimize the performance of the Genesys Cloud CX environment.
Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Certification Exam is a comprehensive exam aimed at testing the proficiency of professionals in Genesys Cloud CX, a cloud-based customer experience solution. GCP-GCX exam is designed to evaluate the expertise of professionals in deploying, configuring, and troubleshooting Genesys Cloud CX solutions. Genesys Cloud CX Certified Professional - Consolidated Exam certification is globally recognized and provides an excellent opportunity for professionals to showcase their skills and knowledge in the customer experience domain.
NEW QUESTION # 28
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)
- A. Agent Login-Logout Details Report
- B. Agent Metrics Report
- C. Agent Metrics Export Report
- D. Agent Quality Details Report
Answer: C
Explanation:
Explanation
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent. References:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/
NEW QUESTION # 29
Instant messaging costs are significantly less than long-distance phone conversations.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Instant messaging costs are significantly less than long-distance phone conversations is a true statement.
Instant messaging is a form of communication that allows users to exchange text messages in real time over the internet or other networks using various devices or platforms. Instant messaging costs are usually based on data usage or subscription fees rather than distance or duration of communication. Long-distance phone conversations are forms of communication that allow users to exchange voice messages over phone lines or cellular networks across different geographic regions or countries. Long-distance phone conversations costs are usually based on distance and duration of communication as well as carrier rates or taxes. References:
https://www.genesys.com/glossary/instant-messaging
https://www.genesys.com/glossary/long-distance-phone-conversation
NEW QUESTION # 30
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:
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. References: 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 # 31
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. My Queues Activity
- B. Queues Activity
- C. Queue Performance
- D. Performance Dashboard
Answer: B
NEW QUESTION # 32
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. True
- B. False
Answer: A
NEW QUESTION # 33
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Activity Summary Report
- B. Agent Login-Logout Details Report
- C. Agent Metrics Report
- D. Agent Quality Details Report
Answer: B
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 # 34
You can add more than one outbound route to the contact center.
- A. True
- B. False
Answer: A
Explanation:
Explanation
You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. References:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/
NEW QUESTION # 35
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. ACD skills
- B. Additional attribute ratings
- C. Time since last ACD interaction
- D. Staffing requirements
- E. Language 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 # 36
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Bullseye matching
- B. Best available skills
- C. Agent availability
- D. All skills matching
- E. Disregard skills
Answer: A,B,C
NEW QUESTION # 37
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Explanation
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 38
Under which container is Queue available?
- A. Routing
- B. Telephony
- C. Contact Center
- D. Integration
Answer: A
NEW QUESTION # 39
Which of the following is not a Quality Management feature?
- A. Interaction Recording
- B. Scheduling
- C. Evaluation Forms
- D. Policies
Answer: B
Explanation:
Explanation
Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc.
References: https://help.mypurecloud.com/articles/about-quality-management/
https://help.mypurecloud.com/articles/quality-management-overview/
NEW QUESTION # 40
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
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 # 41
WebRTC phones require all hardware and software to be properly installed.
- A. False
- B. True
Answer: A
Explanation:
Explanation
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/
https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/
NEW QUESTION # 42
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. Text Chat
- B. AI Chat
- C. Video Chat
- D. Content Management
Answer: B
Explanation:
Explanation
AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX. Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:
* Text Chat
* Video Chat
* Content Management
* Group Messaging
* Presence Indicators
AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots. AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:
* Intent Recognition
* Entity Extraction
* Sentiment Analysis
* Conversation Flow
* Knowledge Base
References: https://help.mypurecloud.com/articles/collaborate-overview/
https://help.mypurecloud.com/glossary/ai-chat/
NEW QUESTION # 43
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
- A. Availability
- B. SIP Access Control
- C. Calling
- D. Outbound
Answer: B
NEW QUESTION # 44
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Architect
- B. Scheduling
- C. Emergency Groups
- D. Automatic Call Distribution
Answer: D
Explanation:
Explanation
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue. References:
https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/
https://help.mypurecloud.com/articles/about-acd/
NEW QUESTION # 45
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Convert text to speech
- B. Receive and route calls
- C. Create skills
- D. Play pre-recorded messages
- E. Configure queues
Answer: A,B,D
Explanation:
Explanation
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc. References:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
NEW QUESTION # 46
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 manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- C. Update her peers. Genesys Cloud CX will then update her manager automatically.
- D. Do nothing. Genesys Cloud CX will update everything automatically.
Answer: B
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 # 47
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 # 48
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
- A. Availability
- B. SIP Access Control
- C. Calling
- D. Outbound
Answer: B
Explanation:
Explanation
SIP Access Control is where you can add the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk in Genesys Cloud CX Telephony Admin menu. SIP Access Control is a feature that allows you to control which IP addresses or CIDR ranges can access your External or Phone Trunks in Genesys Cloud CX. SIP Access Control can help you enhance the security and performance of your trunks by preventing unauthorized or unwanted access from external sources. You can add IP addresses or CIDR ranges to the Allow List or Deny List of your trunks based on your needs and preferences. References:
https://help.mypurecloud.com/articles/sip-access-control-overview/
https://help.mypurecloud.com/articles/add-an-ip-address-or-cidr-range-to-a-trunk/
NEW QUESTION # 49
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 manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- C. Update her peers. Genesys Cloud CX will then update her manager automatically.
- D. Do nothing. Genesys Cloud CX will update everything automatically.
Answer: A
NEW QUESTION # 50
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Automatic Call Distribution
- B. Quality Management
- C. Human Capital Management
- D. Workforce Management
Answer: C
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 # 51
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