Practice Free GCP-GCX Exam Online Questions
Question #11
Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.
Which of the following views can help Eva identify such issues?
- A . Agents Wrap-Up Interval Detail
- B . Agents Schedule Detail
- C . Agents Evaluation Detail
- D . Agents Interactions Detail
Correct Answer: D
D
Explanation:
Reference: https://help.mypurecloud.com/articles/agents-interactions-detail-view/
Agents Interactions Detail is a view that can help Eva identify agent performance issues with interactions that set a specific wrap-up code in one or multiple queues. This view shows various metrics and details related to agent interactions, such as queue name, media type, direction, duration, wrap-up code, etc. Eva can filter this view by date range, queue name, media type, and wrap-up code to see the interactions that match her criteria.
Reference:
https://help.mypurecloud.com/articles/agents-interactions-detail-view/
https://help.mypurecloud.com/articles/filter-views/
D
Explanation:
Reference: https://help.mypurecloud.com/articles/agents-interactions-detail-view/
Agents Interactions Detail is a view that can help Eva identify agent performance issues with interactions that set a specific wrap-up code in one or multiple queues. This view shows various metrics and details related to agent interactions, such as queue name, media type, direction, duration, wrap-up code, etc. Eva can filter this view by date range, queue name, media type, and wrap-up code to see the interactions that match her criteria.
Reference:
https://help.mypurecloud.com/articles/agents-interactions-detail-view/
https://help.mypurecloud.com/articles/filter-views/
Question #12
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- 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.
Correct Answer: A, D, E
A, D, E
Explanation:
Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management. Policies are rules that automate repetitive quality management tasks based on various criteria and conditions. Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations.
Reference:
https://help.mypurecloud.com/articles/about-policies/
https://help.mypurecloud.com/articles/create-a-policy/
A, D, E
Explanation:
Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management. Policies are rules that automate repetitive quality management tasks based on various criteria and conditions. Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations.
Reference:
https://help.mypurecloud.com/articles/about-policies/
https://help.mypurecloud.com/articles/create-a-policy/
Question #13
What is the maximum tile size that can be uploaded onto Genesys Cloud CX’s Workspace?
- A . 10 MB
- B . 100 MB
- C . 2GB
- D . No limit
Correct Answer: B
B
Explanation:
In the Genesys Cloud CX platform, when uploading content such as images, documents, or other files to the Workspace, there is a size limit to ensure optimal performance and usability. The maximum tile size that can be uploaded onto Genesys Cloud CX’s Workspace is 100 MB. This limit is set to balance the need for detailed, high-quality content with the platform’s performance and storage considerations, ensuring that users can access and share necessary resources efficiently without compromising the system’s responsiveness.
B
Explanation:
In the Genesys Cloud CX platform, when uploading content such as images, documents, or other files to the Workspace, there is a size limit to ensure optimal performance and usability. The maximum tile size that can be uploaded onto Genesys Cloud CX’s Workspace is 100 MB. This limit is set to balance the need for detailed, high-quality content with the platform’s performance and storage considerations, ensuring that users can access and share necessary resources efficiently without compromising the system’s responsiveness.
Question #14
Which of the following statements about WebRTC phones is incorrect?
- A . Genesys Cloud CX WebRTC phone runs in the browser.
- B . A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
- C . It is assigned to a specific user and only that user has permission to use the phone.
- D . A WebRTC phone can be used even when disconnected from the Cloud.
Correct Answer: D
D
Explanation:
Reference: https://help.mypurecloud.com/articles/troubleshoot-genesys-cloud-webrtc-phone/
The statement that a WebRTC phone can be used even when disconnected from the cloud is incorrect. A WebRTC phone is a browser-based phone that runs in a supported web browser and connects to Genesys Cloud CX cloud services via WebRTC protocol. A WebRTC phone does not require any additional hardware or software apart from a supported browser and a headset or microphone/speaker device. However, a WebRTC phone cannot be used when disconnected from the cloud because it relies on an internet connection to communicate with Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-webrtc-phones/
https://help.mypurecloud.com/articles/webrtc-phone-limitations/
D
Explanation:
Reference: https://help.mypurecloud.com/articles/troubleshoot-genesys-cloud-webrtc-phone/
The statement that a WebRTC phone can be used even when disconnected from the cloud is incorrect. A WebRTC phone is a browser-based phone that runs in a supported web browser and connects to Genesys Cloud CX cloud services via WebRTC protocol. A WebRTC phone does not require any additional hardware or software apart from a supported browser and a headset or microphone/speaker device. However, a WebRTC phone cannot be used when disconnected from the cloud because it relies on an internet connection to communicate with Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-webrtc-phones/
https://help.mypurecloud.com/articles/webrtc-phone-limitations/
Question #15
Which view displays current metrics and information about queues if you have a membership?
- A . Queues Activity
- B . Queues Performance
- C . My Queues Activity
- D . Queues
Correct Answer: C
C
Explanation:
Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/
My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data.
Reference:
https://help.mypurecloud.com/articles/my-queues-activity-view/
https://help.mypurecloud.com/articles/customize-views/
C
Explanation:
Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/
My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data.
Reference:
https://help.mypurecloud.com/articles/my-queues-activity-view/
https://help.mypurecloud.com/articles/customize-views/
Question #16
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?
- A . Add meaningful tags to the document.
- B . Add a priority of "High" to the document.
- C . Ensure that the document name is easy to search for.
- D . Number the document such that it appears on the top of the list.
Correct Answer: A
A
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/add-tags-to-a-document/
https://help.mypurecloud.com/articles/search-for-a-document/
A
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/add-tags-to-a-document/
https://help.mypurecloud.com/articles/search-for-a-document/
Question #17
Which of the following Edge features provides client and server-side call matching?
- A . SIP gateway
- B . SIP proxy
- C . Media server
- D . Call broker
Correct Answer: D
D
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/call-broker/
D
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/call-broker/
Question #18
To assign extensions to users, you must first __________.
- A . Create a pool of extensions.
- B . Buy the extension number from the carrier.
- C . Add the extension to the dial plan.
- D . Assign the extension to the user’s phone.
Correct Answer: A
A
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/create-a-pool-of-extensions/
https://help.mypurecloud.com/articles/assign-extensions-to-users/
A
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/create-a-pool-of-extensions/
https://help.mypurecloud.com/articles/assign-extensions-to-users/
Question #19
You cannot add variables to a script.
- A . True
- B . False
Correct Answer: B
B
Explanation:
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.
Reference:
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/
B
Explanation:
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.
Reference:
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/
Question #20
Which of the following best defines the performance view for Agents?
- A . Used to monitor real-time contact center metrics.
- B . Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- C . Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- D . Used to view historical data only.
Correct Answer: B
B
Explanation:
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX.
The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:
Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.
Time in status is a metric that shows the amount of time (HH:MM: SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.
Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.
Average talk time is a metric that shows the average amount of time (HH:MM: SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.
Average ACW is a metric that shows the average amount of time (HH:MM: SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.
Reference:
https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/agents-performance-views-overview/
https://help.mypurecloud.com/articles/agent-status-overview/
B
Explanation:
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX.
The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:
Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.
Time in status is a metric that shows the amount of time (HH:MM: SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.
Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.
Average talk time is a metric that shows the average amount of time (HH:MM: SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.
Average ACW is a metric that shows the average amount of time (HH:MM: SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.
Reference:
https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/agents-performance-views-overview/
https://help.mypurecloud.com/articles/agent-status-overview/