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

Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. References: https://help.mypurecloud.com/glossary/trunk/ https://help.mypurecloud.com/articles/create-a-phone-trunk/ https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/

In Genesys Cloud CX, DID (Direct Inward Dialing) numbers can be assigned to various entities within the system to facilitate direct calling. Assignable entities include "Person" (individual users), "Call Flow" (specific call routing configurations), and "Queue" (groups of agents handling specific types of interactions). This assignment flexibility allows for efficient call routing and management, enhancing the caller experience and operational efficiency.

Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are:

• Create a Site
• Create an Edge Group
• Associate the network interface
• Authenticate the Edge
• Configure the Edge Connectors
• Assign the Edge to a Site References: https://help.mypurecloud.com/articles/configure-an-edge-device/ https://help.mypurecloud.com/articles/about-trunks/

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/

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/

Organizations with Communicate licenses in Genesys Cloud CX have the capability to set up basic Interactive Voice Response (IVR) systems as part of their inbound call flows. This allows for the creation of automated menus and routing options that can direct callers to the appropriate department or information, enhancing the efficiency of call handling and improving the caller experience.

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.

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/

 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/

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.

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/

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 filterand 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/

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/

IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent’s assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support.References: https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/ https://help.mypurecloud.com/articles/about-architect/

The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user’s email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin.References: https://help.mypurecloud.com/articles/add-a-user/ https://help.mypurecloud.com/articles/resend-an-invitation-email/

Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can have various options configured to define its behavior and performance, such as:

• Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction.
• Utilization is a percentage that indicates how much time an agent spends handling interactions versus being available for new interactions.

Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc. References: https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/create-and-configure-queues/ https://help.mypurecloud.com/glossary/wrap-up-code/ https://help.mypurecloud.com/glossary/utilization/

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.

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/

Call broker is the Edge feature that provides client and server-side call matching. Call broker is a service that runs on the Edge device and manages call control and signaling for inbound and outbound calls. Call broker matches incoming calls with outgoing calls based on various criteria, such as caller ID, DNIS, ANI, etc.References: https://help.mypurecloud.com/articles/edge-device-overview/ https://help.mypurecloud.com/articles/call-broker/

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 canfind 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/

The following statements are true regarding the Genesys Cloud CX Edge appliance:

• It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
• It provides core telephony services such as call control, call recording, call quality monitoring, etc.
• It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

The following statements are false regarding the Genesys Cloud CX Edge appliance:

• It provides for the integration of Active Directory, SharePoint, and other third-party data.
• It manages the Genesys Cloud CX platform services.

The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local network and Genesys Cloud CX data centers. References: https://help.mypurecloud.com/articles/about-edge-devices/ https://help.mypurecloud.com/articles/edge-device-overview/

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/

Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in GenesysCloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window.References: https://help.mypurecloud.com/articles/routing-overview/ https://help.mypurecloud.com/articles/admin-menu-overview/

Microservices Architecture is an architectural approach that is used to develop a single application as a suite of small services. Microservices Architecture is a design pattern that breaks down an application into independent components or modules that communicate with each other through well-defined interfaces or APIs. Microservices Architecture enables faster development, deployment, scaling, testing, and maintenance of applications by allowing each service to run in its own process and be managed by a small team.References: https://www.genesys.com/glossary/microservices-architecture https://www.genesys.com/en-gb/platform/cloud

Workspaces in Genesys Cloud CX are customizable environments that allow users to design and personalize their own working area. Users can configure and store custom views, organize widgets and tools according to their specific job functions, and save these configurations for future use. This feature enhances productivity and efficiency by allowing users to tailor their environment to their workflow and access the information they need more quickly and easily.

Adding meaningful tags to the document is what you must do to ensure that users can find the document when needed after you have added a new document to Genesys Cloud CX Collaborate Workspace. Tags are keywords or phrases that describe the content or purpose of a document in Workspace. Tags help users to find documents faster and easier by using filters or search queries based on tags. You can add tags to a document when you create or edit it in Workspace. References: https://help.mypurecloud.com/articles/add-tags-to-a-document/ https://help.mypurecloud.com/articles/search-for-a-document/

Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.References: https://help.mypurecloud.com/glossary/average-speed-of-answer/ https://help.mypurecloud.com/articles/queue-performance-summary-report/

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. References: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/ https://help.mypurecloud.com/articles/assign-extensions-to-users/

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/

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 differentpriorities 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/

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.

Genesys Cloud CX provides the flexibility to customize telephony configurations, including the creation of new number plans and outbound routes. This allows organizations to tailor their telephony setup to their specific operational needs and call routing strategies, ensuring optimal call management and efficiency.