Genesys GCP-GCX Study Guide Archives Updated on Oct 13, 2023

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Genesys GCP-GCX Certification Exam is a valuable credential for professionals who want to advance their careers in customer service and contact center management. Genesys Cloud CX Certified Professional - Consolidated Exam certification demonstrates that the candidate has the skills and knowledge to use the Genesys Cloud CX platform effectively, which is a valuable asset in today's competitive job market. Additionally, the certification is recognized by Genesys, which is a leading provider of customer service and contact center software solutions.

To prepare for the GCP-GCX exam, candidates should have a solid understanding of the Genesys Cloud CX platform and its features. They should also have experience working with the platform in a real-world environment. There are a variety of training resources available to help candidates prepare for the exam, including online courses, study guides, and practice exams. Candidates should take advantage of these resources to ensure they are fully prepared for the exam.

 

NEW QUESTION # 54
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

• A. Admin > Quality
• B. Performance > Workspace > Dashboards
• C. Admin > Contact Center
• 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 # 55
If you have not configured an email address to report issues to, Genesys Cloud CX:

• A. Does not route the emails to any email address.
• B. Automatically creates an email address and routes all such emails to this address.
• C. Sends the emails to anyone who has the admin role assigned in your organization.
• D. Collects such emails and stores it until an email address to report issues is configured.

Answer: D

NEW QUESTION # 56
You can add more than one outbound route to the contact center.

• A. False
• B. True

Answer: B

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 # 57
Which of the following components can be added to scripts? (Choose four.)

• A. Text
• B. Web Page
• C. Call Flow
• D. Checkbox
• E. Visual Basic Control
• F. Image

Answer: A,B,C,D

NEW QUESTION # 58
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

• A. Emergency Groups
• B. Scheduling
• C. Architect
• D. Automatic Call Distribution

Answer: D

NEW QUESTION # 59
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.

• A. True
• B. False

Answer: B

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 # 60
Why are Divisions important in an organization?

• A. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
• B. Divisions allow the organization to control which roles can be assigned to users.
• C. Divisions define which users can be assigned to queues.
• D. Divisions are used to divide interactions equally between 2 or more queues.

Answer: A

NEW QUESTION # 61
Which of the following statements are true? (Choose three.)

• A. A queue report only counts interactions handled by an agent.
• B. Each report contains a predefined set of metrics.
• C. An Abandon is an interaction that disconnects before an agent handles it.
• D. Reports once created cannot be configured.
• E. An agent-based report counts any interactions an agent worked with.

Answer: B,C,E

NEW QUESTION # 62
If you have not configured an email address to report issues to, Genesys Cloud CX:

• A. Does not route the emails to any email address.
• B. Collects such emails and stores it until an email address to report issues is configured.
• C. Automatically creates an email address and routes all such emails to this address.
• D. Sends the emails to anyone who has the admin role assigned in your organization.

Answer: A

Explanation:
Explanation
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. References:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/

NEW QUESTION # 63
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

• A. Agent Metrics Report
• B. Agent Quality Details Report
• C. Agent Metrics Export Report
• D. Agent Login-Logout Details Report

Answer: C

NEW QUESTION # 64
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?

• A. The education information can be verified against the human resources database.
• B. When employees have free time, they can review biographies of their peers.
• C. The profile information can be used to keep Linkedin details updated.
• D. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.

Answer: D

NEW QUESTION # 65
_________ binds the numbering plan with the trunk.

• A. Edge
• B. Outbound route
• C. Edge Group
• D. Inbound route

Answer: B

Explanation:
Explanation
Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as:
* Numbering plan
* Trunk
* Classification
* Priority
An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification.
References: https://help.mypurecloud.com/glossary/outbound-route/
https://help.mypurecloud.com/articles/add-an-outbound-route/

NEW QUESTION # 66
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 Reporting
• B. Genesys Cloud CX Supervisor
• C. Genesys Cloud CX User
• D. Genesys Cloud CX Admin

Answer: B

Explanation:
Explanation
Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
* Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
* Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
* Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
* Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.
References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/
https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/

NEW QUESTION # 67
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: B

Explanation:
Explanation
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
* Service level
* Abandon rate
* Average speed of answer
* Average handle time
* Interaction volume
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:
* Availability
* Productivity
* Quality
* Conduct
* Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because:
* A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
* An interaction spends time in multiple queues
* An interaction abandons before an agent handles it
* An agent is a member of more than one queue
* An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
* Status
* Time in status
* Calls answered
* Average talk time
* Average ACW
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/agent-status-overview/

NEW QUESTION # 68
Select all the question types available while creating an Evaluation Form. (Choose three.)

• A. Range
• B. Multiple Choice
• C. Yes/No
• D. Fill in the blank
• E. Multiple Response

Answer: A,B,C

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 # 69
You cannot add variables to a script.

• A. True
• B. False

Answer: B

NEW QUESTION # 70
Which architectural approach is used to develop a single application as a suite of small services?

• A. Single Core Architecture
• B. Microservices Architecture
• C. Monolithic Architecture
• D. Genesys Cloud CX Salesforce Architecture

Answer: B

NEW QUESTION # 71
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)

• A. Workforce Engagement
• B. VR
• C. Human Capital Management
• D. Digital
• E. AI

Answer: A,D,E

Explanation:
Explanation
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities.
AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References:
https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital
https://www.genesys.com/genesys-cloud/features/workforce-engagement

NEW QUESTION # 72
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Genesys GCP-GCX Exam is a certification exam that tests the knowledge and skills of individuals who wish to become certified in the Genesys Cloud CX platform. GCP-GCX exam covers a wide range of topics related to the platform, and is designed to be challenging and comprehensive. Genesys Cloud CX Certified Professional - Consolidated Exam certification is highly regarded by employers and can help individuals advance their careers in the contact center industry, while also providing a valuable asset for organizations that use the platform.

 

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