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Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Exam is a certification exam designed to test the knowledge and skills of professionals who work with the Genesys Cloud CX platform. This platform is a cloud-based software solution that provides contact center services to businesses of all sizes. The GCP-GCX exam is designed to evaluate an individual's ability to configure, troubleshoot, and manage various aspects of the Genesys Cloud CX platform.
NEW QUESTION # 70
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Chrome
- B. Internet Explorer
- C. Opera
- D. Safari
- E. Firefox
Answer: A,D
NEW QUESTION # 71
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION # 72
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?
- A. The user's phone is unplugged.
- B. The phone number is being used by a different user.
- C. The user is not assigned the appropriate role.
- D. The user may have deleted the icon.
Answer: C
Explanation:
Explanation
The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony > Plugin > All and Telephony > Call > Control > All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features. References:
https://help.mypurecloud.com/articles/about-roles-and-permissions/
https://help.mypurecloud.com/articles/assign-roles-to-a-user/
https://help.mypurecloud.com/articles/make-a-phone-call/
NEW QUESTION # 73
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Automatically creates an email address and routes all such emails to this address.
- 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. Collects such emails and stores it until an email address to report issues is configured.
Answer: C
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. Reference: 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 # 74
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.)
- A. You must collect general information such as building address, number of floors, location contact information, etc.
- B. You must have the basic profile data for all users at the new location.
- C. You must have Admin rights to Genesys Cloud CX.
- D. You must have images of all the users located at the new location.
- E. You must know the exact coordinates of the new building.
Answer: A,C
NEW QUESTION # 75
Which of the following statements is NOT true regarding Management Units?
- A. Agents that handle the same set of interactions should belong to the same management unit.
- B. They help you create, manage, and view schedules for a group.
- C. A maximum of 100 agents can be added to a single Management Unit.
- D. Management Units partition agents and interactions into logical groups.
Answer: C
NEW QUESTION # 76
Select the categories of Prompts in Architect. (Choose two.)
- A. System
- B. User
- C. Data
- D. Menu
Answer: A,B
Explanation:
Explanation
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. References: https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
NEW QUESTION # 77
The________provides a high-level overview of a campaign's performance
- A. Q Outbound Campaign view
- B. Campaign Performance Summary view
- C. Dynamic view
- D. Campaign Performance Detail view
- E. Historical view
Answer: B
Explanation:
The Campaign Performance Summary view in Genesys Cloud CX provides a high-level overview of a campaign's performance, summarizing key metrics and outcomes. This view is designed to give managers and supervisors a quick snapshot of how campaigns are performing, enabling them to assess the effectiveness of their outreach strategies and make informed decisions about adjustments or improvements needed to optimize results.
NEW QUESTION # 78
Instant messaging costs are significantly less than long-distance phone conversations.
- A. True
- B. False
Answer: A
NEW QUESTION # 79
Which of the following statements are true? (Choose three.)
- A. Each report contains a predefined set of metrics.
- B. A queue report only counts interactions handled by an agent.
- C. An Abandon is an interaction that disconnects before an agent handles it.
- D. An agent-based report counts any interactions an agent worked with.
- E. Reports once created cannot be configured.
Answer: A,C,D
NEW QUESTION # 80
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Play pre-recorded messages
- B. Configure queues
- C. Convert text to speech
- D. Create skills
- E. Receive and route calls
Answer: A,C,E
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 # 81
Select the types of Phone Trunks available in Genesys Cloud CX. (Choose two.)
- A. Outbound Proxy
- B. Gateway
- C. WebRTC
- D. SIP
Answer: C,D
Explanation:
https://help.mypurecloud.com/articles/about-trunks/
NEW QUESTION # 82
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 historical data only.
- C. Used to monitor real-time contact center metrics.
- D. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
Answer: D
NEW QUESTION # 83
All of the following are components of the Communicate Architecture Fundamentals hierarchy. EXCEPT
- A. Edge
- B. Edge Groups
- C. Sites
- D. Organization
- E. Gateway
Answer: E
Explanation:
The Communicate Architecture Fundamentals within Genesys Cloud CX include various components that make up the infrastructure and operational hierarchy, such as Organization, Sites, Edge Groups, and Edges. However, "Gateway" is not a component of this hierarchy. Instead, the term might refer to external devices or services that connect different networks or protocols, which is not how Genesys Cloud CX structures its internal architecture.
NEW QUESTION # 84
Which of the following statements about WebRTC phones is incorrect?
- A. It is assigned to a specific user and only that user has permission to use the phone.
- B. Genesys Cloud CX WebRTC phone runs in the browser.
- C. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
- D. A WebRTC phone can be used even when disconnected from the Cloud.
Answer: D
NEW QUESTION # 85
You cannot add variables to a script.
- A. True
- B. False
Answer: B
NEW QUESTION # 86
To assign extensions to users, you must first __________.
- A. Add the extension to the dial plan.
- B. Assign the extension to the user's phone.
- C. Buy the extension number from the carrier.
- D. Create a pool of extensions.
Answer: D
Explanation:
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/ https://help.mypurecloud.com/articles/assign-extensions-to-users/
NEW QUESTION # 87
Which of the following is not a Quality Management feature?
- A. Policies
- B. Scheduling
- C. Interaction Recording
- D. Evaluation Forms
Answer: B
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. Reference: https://help.mypurecloud.com/articles/about-quality-management/ https://help.mypurecloud.com/articles/quality-management-overview/
NEW QUESTION # 88
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:
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
NEW QUESTION # 89
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