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Genesys GCP-GCX Actual Questions and Braindumps
Genesys GCP-GCX certification exam is ideal for professionals who work with Genesys Cloud CX and want to showcase their expertise in the field of customer experience. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam is designed to validate their knowledge and skills in various areas of Genesys Cloud CX, including call routing, reporting, analytics, and integrations. Professionals who pass the exam can demonstrate their proficiency in these areas and differentiate themselves from their peers in the industry.
Genesys GCP-GCX certification exam is ideal for professionals who work with Genesys Cloud CX, such as system administrators, technical support engineers, and consultants. Genesys Cloud CX Certified Professional - Consolidated Exam certification program is designed to help professionals validate their skills and knowledge in Genesys Cloud CX and gain recognition for their expertise. Genesys Cloud CX Certified Professional - Consolidated Exam certification program is also ideal for professionals who are looking to enhance their career prospects and take on new challenges in their field.
NEW QUESTION # 28
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Disregard skills
- B. Bullseye matching
- C. Agent availability
- D. All skills matching
- E. Best available skills
Answer: B,C,E
NEW QUESTION # 29
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. Agent Name
- D. ID
Answer: A
NEW QUESTION # 30
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Collects such emails and stores it until an email address to report issues is configured.
- B. Does not route the emails to any email address.
- C. Sends the emails to anyone who has the admin role assigned in your organization.
- D. Automatically creates an email address and routes all such emails to this address.
Answer: A
NEW QUESTION # 31
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 profile information can be used to keep Linkedin details updated.
- B. When employees have free time, they can review biographies of their peers.
- C. The education information can be verified against the human resources database.
- D. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
Answer: D
NEW QUESTION # 32
Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud CX API
- B. Genesys Cloud CX Workforce Management
- C. Genesys Cloud CX Architect
- D. Genesys Cloud CX Reporting and Analytics
Answer: B
Explanation:
Explanation
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. References:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
NEW QUESTION # 33
Which options can be configured when setting up a queue? (Choose two.)
- A. Alerting Timeout
- B. ACD Skills
- C. Wrap-up Codes
- D. Utilization
- E. Inbound Flows
Answer: A,B
NEW QUESTION # 34
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
- A. Phone name
- B. Base settings
- C. Hardware ID (MAC address)
- D. Phone model
Answer: C
Explanation:
Explanation
The hardware ID (MAC address) is what binds the phone's settings in Genesys Cloud CX to a physical phone.
A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/about-phones/ https://help.mypurecloud.com/articles/add-a-phone/
NEW QUESTION # 35
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. 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.
- B. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- C. Have all attendees call you. When all calls are active, click the Start Conference button.
- D. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
Answer: B,C
NEW QUESTION # 36
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 peers. Genesys Cloud CX will then update her manager automatically.
- C. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- D. Do nothing. Genesys Cloud CX will update everything 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 # 37
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Windows 10 Mobile
- B. iOS
- C. Android
- D. Harmony OS
Answer: B
NEW QUESTION # 38
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
NEW QUESTION # 39
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more. References: https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
NEW QUESTION # 40
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Workspace > Dashboards
- B. Admin > Quality
- 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 # 41
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Automatic Call Distribution
- B. Architect
- C. Emergency Groups
- D. Scheduling
Answer: A
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 # 42
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/about-reports/
https://help.mypurecloud.com/articles/disable-and-enable-reports/
NEW QUESTION # 43
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
Explanation:
Explanation
Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data.
For example:
* Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count.
Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
References: https://help.mypurecloud.com/articles/how-reporting-works/
https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 44
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
- A. 20 chats and calls must be answered in 80 seconds.
- B. 80% of agents must answer calls within 20 seconds.
- C. 80 calls must be answered every 20 seconds.
- D. 80% of calls must be answered within 20 seconds.
Answer: D
NEW QUESTION # 45
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Agent Name
- C. ID
- 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 # 46
What is the distinguishing feature between queues and groups?
- A. Queues can have agents as members, while groups cannot.
- B. Unlike groups, queues allow for more complex scenarios like skill-based routing.
- C. Both queues and groups have the same ACD capabilities.
- D. Queues can be used in Architect flows, while groups cannot.
Answer: B
Explanation:
Explanation
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. References:
https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/
NEW QUESTION # 47
Which of the following best defines the performance view for Agents?
- A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- B. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- C. Used to monitor real-time contact center metrics.
- D. Used to view historical data only.
Answer: B
NEW QUESTION # 48
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 # 49
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Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Certification Exam is designed to test the skills and expertise of professionals in the field of customer experience management. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam is ideal for professionals who work with Genesys Cloud CX, a cloud-based customer engagement platform that provides omnichannel customer experiences, along with workforce engagement, analytics, and automation capabilities. The GCP-GCX certification exam is a test of knowledge, skills, and abilities that are necessary to work with Genesys Cloud CX.
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