Ace Genesys Cloud CX Certified Professional-Consolidated Exam: Newest Genesys GCP-GCX Exam Questions

Eleanor2023-03-21T08:47:08+00:00

By Eleanor Genesys GCP-GCX, GCP-GCX exam questions, GCP-GCX free demo, GCP-GCX practice exam 0 Comments

With the help of the up-to-date GCP-GCX exam questions of ITPrepare, you will be able to easily pass the Genesys GCP-GCX exam in one attempt and become a certified Genesys Cloud CX Certified Professional. The latest GCP-GCX exam questions are available online that will help you prepare for the Genesys Cloud CX Certified Professional – Consolidated Exam. With ITPrepare’s GCP-GCX questions and answers, you can quickly and confidently ace this exam and become a Genesys Cloud CX Certified Professional. Get ready to ace the Genesys Cloud CX Certified Professional – Consolidated Exam with the help of ITPrepare’s newest Genesys GCP-GCX exam questions and answers. Make sure to practice the GCP-GCX exam questions thoroughly so that you are confident about the exam and pass it with flying colors.

Read Genesys GCP-GCX Free Demo Questions Online

Page 1 of 4

1. Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

Languages

Medians

Skills

Index Ratings

Knowledge levels

2. Which of the following is NOT a Genesys Cloud CX Collaborate feature?

Text Chat

AIChat

Video Chat

Content Management

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

Digital

Human Capital Management

Workforce Engagement

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

5. Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

Average Handle Time

Average Speed of Answer

After Call Work

Average Talk Time

6. The license used by a user is determined by the permissions enabled in the roles assigned to that user.

True

False

7. Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.

True

False

8. To assign extensions to users, you must first__________.

Create a pool of extensions.

Buy the extension number from the carrier.

Add the extension to the dial plan.

Assign the extension to the user's phone.

9. Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

Language

Roles

Skills

Queue

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

Visual BasicControl

Text

Call Flow

Checkbox

Web Page

Image

Page 2 of 4

11. Select the features available in Genesys Cloud CXArchitect. (Choose three.)

Play pre-recorded messages

Convert text to speech

Configure queues

Create skills

Receive and route calls

12. Which of the following statements defines a critical question in an Evaluation Form?

Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.

Critical questions are questions that the agent must answer.

Critical questions are multiple choice questions that have a higher weightage than non-critical questions.

If answered "No", critical questions will result in an evaluation score of zero for the interaction.

13. You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.

Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?

Resend the invite.

AddJohn to Genesys Cloud CX again so that a new invitation will be generated.

Submit a ticket to Genesys Cloud CX support.

Tell John to be patient and wait for the email to arrive.

14. Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?

Disable Location Detection

Password Expiration

Disable Genesys Cloud CX Login

Open Admission

15. Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

True

False

16. User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

True

False

17. You cannot add variables to a script.

True

False

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

Utilization

ACD Skills

Emergency Routing

Scripts

19. Which Genesys Cloud CX featurepresents caller info to an agent and allows the user to update or collect the information?

Dialog boxes

Scripts

Toast pop-ups

IVR prompts

20. Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.

Which of the following attributes is used to determine the best available agent? (Choose three.)

Language skills

Additional attribute ratings

ACD skills

Time since last ACD interaction

Staffingrequirements

Page 3 of 4

21. Which of thefollowing routes interactions based on an algorithm that determines the best available agent for the interaction?

Architect

Automatic Call Distribution

Emergency Groups

Scheduling

22. 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

23. Which of the following is not a Quality Management feature?

Evaluation Forms

Policies

Scheduling

Interaction Recording

24. Which of the following statements is NOT true regarding numbering plan?

It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.

Numbering planis also known as a dial plan.

Numbering plan can be added or modified based on the organizational requirements.

It has to be created manually.

25. Whichuser role is required to perform the deployment and installation of the Genesys Cloud CX organization?

Supervisor

admin

employee

User

26. 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

27. 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 C

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.

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

Wrap-up Codes

ACD Skills

Utilization

Alerting Timeout

Inbound Flows

29. 1.Select the categories of Prompts in Architect. (Choose two.)

User

Data

System

30. Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.

What terminology is used to describe such calls?

IVR

Abandon

Flow-outs

Disconnect

Page 4 of 4

31. 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.)

You must know the exact coordinates of the new building.

You must have images of all the users located at the new location.

You must collect general information such as building address, number of floors, location contact information, etc.

You must have the basic profile data for all users at the new location.

You must have Admin rights to Genesys Cloud C

32. Which of the following types ofinteractions can be configured for Recording Policies?

Call

Chat

Message

All of the above

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

Agent Status

Grid

Text

Metric

Interaction

Chart

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

Human Capital Management

Workforce Management

Quality Management

Automatic Call Distribution

35. Which of following file formats are available to export a report? (Choose three.)

.doc

.xls

.txt

.docx

.xlsx

.pdf

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

Routing

Queue Management

Workforce Management

Reporting and Analytics

37. 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:

Place and receive both ACD and non-ACD calls.

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

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

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

38. Which ofthe following best defines the performance view for Agents?

Used to monitor real-time contact center metrics.

Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average AC

Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

Used to view historical data only.

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

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

Documents

Ace Genesys Cloud CX Certified Professional-Consolidated Exam: Newest Genesys GCP-GCX Exam Questions