GCP-GCX Practice Exam Questions with Answers Genesys Cloud CX Certified Professional - Consolidated Exam Certification

You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that receive feedback messages from users who view content items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create feedback email groups and assign them to content items or categories based on your needs. References: https://help.mypurecloud.com/articles/content-management-overview/ https://help.mypurecloud.com/articles/create-a-feedback-email-group/ https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or-category/

Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:

• Blank Script is an empty template that allows you to create a script from scratch.
• Default Callback Script is a template for scripts that handle callback interactions.
• Default Inbound Script is a template for scripts that handle inbound interactions.
• Default Outbound Script is a template for scripts that handle outbound interactions.

You can also create your own custom templates for scripts based on your needs. References: https://help.mypurecloud.com/articles/create-a-script-template/ https://help.mypurecloud.com/articles/create-a-script-from-a-template/

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/

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/

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/

A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no limit on the number of agents that can be added to a single Management Unit.References: https://help.mypurecloud.com/glossary/management-unit/ https://help.mypurecloud.com/articles/create-a-management-unit/

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/

Call recording in Genesys Cloud CX can be enabled at the level of Edges and Edge Groups. Edges are the appliances that provide connectivity to the public switched telephone network (PSTN) and VoIP services, while Edge Groups are collections of these Edges. By enabling call recording at this level, organizations can ensure that inbound and outbound interactions are recorded for quality assurance, compliance, and training purposes. This setup allows for centralized management of recording policies and storage, ensuring consistency across the organization.

Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as:

• Run reports during off-peak hours or schedule them for later delivery.
• Share reports with other users instead of creating multiple copies.
• Adjust report parameters to include only relevant data and filters.
• Review and delete unused or outdated reports regularly. References: https://help.mypurecloud.com/articles/best-practices-for-running-reports/ https://help.mypurecloud.com/articles/share-a-report/

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

 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/

Genesys Cloud CX Collaborate is a feature within the platform that supports real-time communication and collaboration among users, including video chat capabilities. As of the latest documentation, Genesys Cloud CX Collaborate supports video chat with up to 8 people simultaneously. This feature facilitates effective team collaboration and communication, allowing team members to engage in video conferences and meetings directly within the Genesys Cloud environment, enhancing teamwork and decision-making processes.

Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. "Invite Links" and "Default Language" are examples of such settings. "Invite Links" allows administrators to control how users are invited to the system, and "Default Language" sets the default language for the user interface, affecting all users unless they have set their own language preference.

The Genesys Cloud CX Supervisor app for iOS is specifically designed to leverage the form factor and capabilities of iOS tablets, providing supervisors, managers, and executives with a powerful tool to make faster and more effective managerial and operational decisions. This app offers a user-friendly interface and real-time data insights, enabling leaders to monitor agent performance, queue statistics, and other critical metrics on the go, thereby enhancing decision-making efficiency and responsiveness to changing operational needs.

Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc.References: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate

When an agent's queue status is changed from On Queue to Off Queue in Genesys Cloud CX, their status is typically displayed as "Away" in the system views. This indicates that the agent is not currently available to handle new interactions in the queue, but it does not necessarily mean the agent is not working; they could be engaged in after-call work, training, or other non-queue activities.

Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent’s proficiency or preference for handling certain types of interactions or customers. For example:

• Languages indicate an agent’s ability to speak or write in different languages.
• Skills indicate an agent’s capability or willingness to handle different media types or queues.

Genesys Cloud CX routing 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-acd-skills-to-an-agent-profile/

The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. References: https://help.mypurecloud.com/articles/about-performance-dashboards/ https://help.mypurecloud.com/articles/create-a-performance-dashboard/

In Genesys Cloud CX, while custom fields allow for tailored data collection and reporting, they can be managed through the Admin interface. This includes the ability to delete custom fields if they are no longer needed, ensuring that the system remains relevant and uncluttered withobsolete data fields. Administrators have the flexibility to modify and delete custom fields to adapt to changing business requirements.

Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chromeare the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality. Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX.References: https://help.mypurecloud.com/articles/supported-browsers/ https://help.mypurecloud.com/articles/browser-limitations/

The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type.References: https://help.mypurecloud.com/articles/about-licenses/ https://help.mypurecloud.com/articles/assign-licenses-to-users/

Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization. The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace.References: https://help.mypurecloud.com/articles/about-workspaces/ https://help.mypurecloud.com/articles/add-files-to-a-workspace/

You can add variables to a script. A variable is a placeholder for a value that can change during the execution of a script. Variables can store various types of data, such as text, numbers, booleans, etc. You can use variables to display or collect information in a script, such as customer name, account number, order status, etc. You can create your own custom variables or use built-in variables that are provided by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/about-variables-and-expressions/ https://help.mypurecloud.com/articles/add-script-variable/ https://help.mypurecloud.com/articles/built-in-script-variables/

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

In Genesys Cloud CX, the issue reporting email address is a configurable setting that determines where reports of system issues are sent. If this address is not set up, system issues will not automatically be emailed to all employees with administrative roles. Instead, issues need to be reported through the designated support channels or by manually notifying the appropriate individuals or teams within the organization.

In Genesys Cloud CX, the Preview dialing mode is specifically designed to allow agents to review customer information before initiating the call. This mode presents the agent with customer details and relevant context before the dialing process begins, enabling the agent to prepare for the interaction and tailor their approach based on the customer's history and needs. This preparation can lead to more personalized and effective customer engagements.

SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX.References: https://help.mypurecloud.com/articles/edge-device-overview/ https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/

A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:

• Agent performance
• Queue performance
• Interaction quality
• Customer satisfaction
• Workforce management

Some true statements about reports are:

• 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 Abandon is an interaction that disconnects before an agent handles it. This means that the interaction was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:
• Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:

Some false statements about reports are:

• Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:
• Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :

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/why-does-the-offered-metric-not-always-equal-the-answered-plus-abandoned-metrics/ https://help.mypurecloud.com/articles/edit-a-report/

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.

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/