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Genesys GCP-GCX Dumps

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Total 135 questions

Genesys Cloud CX Certified Professional-Consolidated Exam Questions and Answers

Question 1

Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

Options:

A.

Routing

B.

Queue Management

C.

Workforce Management

D.

Reporting and Analytics

Question 2

Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)

Options:

A.

AI

B.

VR

C.

Digital

D.

Human Capital Management

E.

Workforce Engagement

Question 3

Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation

Options:

A.

True

B.

False

Question 4

_________ binds the numbering plan with the trunk.

Options:

A.

Inbound route

B.

Outbound route

C.

Edge

D.

Edge Group

Question 5

Select the features available in Genesys Cloud CX Architect. (Choose three.)

Options:

A.

Play pre-recorded messages

B.

Convert text to speech

C.

Configure queues

D.

Create skills

E.

Receive and route calls

Question 6

You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.

Options:

A.

True

B.

False

Question 7

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?

Options:

A.

Phone model

B.

Base settings

C.

Phone name

D.

Hardware ID (MAC address)

Question 8

Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?

Options:

A.

Workspaces

B.

People

C.

Queues

D.

Groups

Question 9

What is the maximum limit for creating performance dashboards for private users?

Options:

A.

10

B.

15

C.

20

D.

25

Question 10

The________provides a high-level overview of a campaign's performance

Options:

A.

Historical view

B.

Campaign Performance Summary view

C.

Campaign Performance Detail view

D.

Q Outbound Campaign view

E.

Dynamic view

Question 11

Which of the following is NOT a feature of Genesys Cloud CX contact center?

Options:

A.

Human Capital Management

B.

Workforce Management

C.

Quality Management

D.

Automatic Call Distribution

Question 12

Why are Divisions important in an organization?

Options:

A.

Divisions are used to divide interactions equally between 2 or more queues.

B.

Divisions allow the organization to control which roles can be assigned to users.

C.

Divisions allow grouping and segregation of objects while keeping them inside the same organization.

D.

Divisions define which users can be assigned to queues.

Question 13

Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)

Options:

A.

Short-Term Forecasts

B.

Schedules

C.

Long-Term Forecasts

D.

Forecast simulator

Question 14

All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.

Options:

A.

Create a Site

B.

Assign the Edge to a Site

C.

Configure a trunk

D.

Create an Edge Group

E.

Associate the network interface

F.

Authenticate the Edge

G.

Configure the Edge Connectors

Question 15

What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

Options:

A.

With multiple active calls, click and drag an unselected call onto the previously selected call details.

B.

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.

C.

Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.

D.

Have all attendees call you. When all calls are active, click the Start Conference button.

Question 16

Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.

Which of the following options would help him perform his task?

Options:

A.

Documents

B.

Directory

C.

Workspaces

D.

Activity

Question 17

Where can you add preconfigured settings to the phones?

Options:

A.

Admin > Telephone > Phone Management > Calls

B.

Admin > Telephone > Phone Management > Phones

C.

Admin > Telephone > Phone Management > Base Settings

Question 18

Select all available options for adding widgets to a performance dashboard. (Choose four.)

Options:

A.

Agent Status

B.

Grid

C.

Text

D.

Metric

E.

Interaction

F.

Chart

Question 19

Sam wants to install the reporting app on his iPad to access metrics.

Which of the following apps does he need to install?

Options:

A.

Genesys Cloud CX Admin

B.

Genesys Cloud CX User

C.

Genesys Cloud CX Reporting

D.

Genesys Cloud CX Supervisor

Question 20

Which Genesys Cloud CX feature helps reduce wait time for each call?

Options:

A.

Automatic Call Distribution

B.

Workforce Management

C.

Skill-based Routing

D.

IVR

Question 21

Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.

In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

Options:

A.

Place and receive both ACD and non-ACD calls.

B.

Place ACD and non-ACD calls, but not receive.

C.

Receive ACD and non-ACD calls, but not place.

D.

Place and receive ACD calls; non-ACD calls can neither be place nor received.

Question 22

Which of the following components can be added to scripts? (Choose four.)

Options:

A.

Visual Basic Control

B.

Text

C.

Call Flow

D.

Checkbox

E.

Web Page

F.

Image

Question 23

What type of trunk would you configure to connect to AudioCodes phones?

Options:

A.

WebRTC phone trunk

B.

Phone trunk

C.

External trunk

D.

Network interface trunk

Question 24

Profiles can contain various types of information about people in the organization.

Why it is essential to have employees complete their profile information?

Options:

A.

Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.

B.

The education information can be verified against the human resources database.

C.

The profile information can be used to keep Linkedin details updated.

D.

When employees have free time, they can review biographies of their peers.

Question 25

Which options can be configured when setting up a queue? (Choose two.)

Options:

A.

Wrap-up Codes

B.

ACD Skills

C.

Utilization

D.

Alerting Timeout

E.

Inbound Flows

Question 26

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

Options:

A.

Dialog boxes

B.

Scripts

C.

Toast pop-ups

D.

IVR prompts

Question 27

If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.

Options:

A.

True

B.

False

Question 28

Alerts that have been read are not included in the alert count, even if they are still active.

Options:

A.

True

B.

False

Question 29

A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented

Options:

A.

True

B.

False

Question 30

Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

Options:

A.

True

B.

False

Question 31

Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)

Options:

A.

Full Access

B.

Partial

C.

Read-Only

D.

Write-Only

E.

Contributor

F.

Collaborator

Question 32

You can use Regular Expressions to create Number Plans

Options:

A.

True

B.

False

Question 33

If you have not configured an email address to report issues to, Genesys Cloud CX:

Options:

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.

Question 34

Which of the following statements is NOT true regarding Management Units?

Options:

A.

Agents that handle the same set of interactions should belong to the same management unit.

B.

Management Units partition agents and interactions into logical groups.

C.

A maximum of 100 agents can be added to a single Management Unit.

D.

They help you create, manage, and view schedules for a group.

Question 35

Which feature enables a voice interaction to interrupt an email interaction?

Options:

A.

Utilization

B.

ACD Skills

C.

Emergency Routing

D.

Scripts

Question 36

If you have not created any additional templates, you will have several default template options when creating a new script.

These default templates are: (Choose four.)

Options:

A.

Blank Script

B.

Default Callback Script

C.

Default Inbound Script

D.

Default Outbound Script

E.

Collection Script Template

F.

Sales Script Template

Question 37

Policies automate repetitive quality management tasks.

Which of the following items could be defined as policies? (Choose three.)

Options:

A.

Update the Do Not Call list with records that have the appropriate wrap-up code.

B.

Specify time sets as a matching criteria.

C.

Set up a schedule to run a daily report.

D.

Automatically assign an evaluation for all calls over 5 minutes.

E.

Determine how long to retain recordings and whether to archive or delete them.

Question 38

Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?

Options:

A.

Availability

B.

SIP Access Control

C.

Outbound

D.

Calling

Question 39

How do you represent your organization when you contact the Genesys Cloud CX support team?

Options:

A.

Organization ID

B.

Company Name

C.

Agent Name

D.

ID

Question 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?

Options:

A.

Interaction Details Report

B.

User Status Detail Report

C.

Agent Metrics Report

D.

Queue Metrics Daily Report

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Total 135 questions