GCP-GCX Premium PDF & Test Engine Files with 112 Questions & Answers [Q35-Q56]

GCP-GCX Genesys

admin • January 1, 2024

GCP-GCX Premium PDF & Test Engine Files with 112 Questions & Answers [Q35-Q56]

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GCP-GCX Premium PDF & Test Engine Files with 112 Questions & Answers

Get 100% Real GCP-GCX Exam Questions, Accurate & Verified Answers As Seen in the Real Exam!

Genesys GCP-GCX exam is designed for professionals working in the customer experience industry. Genesys Cloud CX Certified Professional – Consolidated Exam certification validates the skills and knowledge of candidates on the Genesys Cloud CX platform. GCP-GCX exam is intended for individuals who are responsible for the implementation, administration, and maintenance of the Genesys Cloud CX platform.

NO.35 Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

Workgroups

Rooms

Groups

Roles

NO.36 Which of the following is not a Quality Management feature?

Evaluation Forms

Policies

Scheduling

Interaction Recording

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/

NO.37 Your customizations in the interaction view remain in effect even if you leave the view and return to it later.

True

False

Explanation
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
* Interaction volume
* Interaction quality
* Interaction outcomes
* Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
* You can customize the interaction view by using various filters and columns to show only certain data.
For example, you can choose to show only certain columns or filter to see certain types of interactions.
You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
* Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
References: https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/

NO.38 Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

Adjusting report parameters in order to include fewer agents, queues, and interactions.

Running reports during peak hours.

Reviewing and ensuring the usage of scheduled reports.

Asking every team member to run and save a copy of the report.

NO.39 WebRTC phones require all hardware and software to be properly installed.

True

False

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/

NO.40 You suspect 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

NO.41 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?

Genesys Cloud CX Workforce Management

Genesys Cloud CX API

Genesys Cloud CX Architect

Genesys Cloud CX Reporting and Analytics

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/

NO.42 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?

Phone model

Base settings

Phone name

Hardware ID (MAC address)

NO.43 Which of the following are AND Evaluation Methods? (Choose three.)

All skills matching

Best available skills

Bullseye matching

Disregard skills

Agent availability

Explanation
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction.
There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. References:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/

NO.44 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.

NO.45 Which of the following is NOT a Genesys Cloud CX Collaborate feature?

Text Chat

AI Chat

Video Chat

Content Management

NO.46 In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:

Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.

Creating a number-plan to identify premium-rate numbers.

Manually training users to prevent calling premium-rate numbers.

Configuring trunks to identify premium-rate numbers.

Explanation
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. References: https://help.mypurecloud.com/articles/about-number-plans/
https://help.mypurecloud.com/articles/create-a-number-plan/

NO.47 What is the distinguishing feature between queues and groups?

Queues can have agents as members, while groups cannot.

Both queues and groups have the same ACD capabilities.

Unlike groups, queues allow for more complex scenarios like skill-based routing.

Queues can be used in Architect flows, while groups cannot.

NO.48 The license used by a user is determined by the permissions enabled in the roles assigned to that user.

True

False

NO.49 Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

Workgroups

Rooms

Groups

Roles

Explanation
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/

NO.50 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.

NO.51 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

Explanation
Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the group. You can create workspaces for different purposes, such as projects, teams, departments, etc.
References: https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/create-a-workspace/

NO.52 Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?

Availability

SIP Access Control

Outbound

Calling

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/

NO.53 Which of the following is NOT a feature of Genesys Cloud CX contact center?

Human Capital Management

Workforce Management

Quality Management

Automatic Call Distribution

NO.54 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

NO.55 Instant messaging costs are significantly less than long-distance phone conversations.

True

False

NO.56 _________ binds the numbering plan with the trunk.

Inbound route

Outbound route

Edge

Edge Group

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/

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