Practice Free GCP-GCX Exam Online Questions
Question #31
What is the correct statement about Divisions?
- A . A user can belong to more man one Division
- B . Users can only access the Division they belong to.
- C . Transactional objects (Interactions) are not division-aware.
- D . A User can belong to only one Division, but can access as many division as needed.
Correct Answer: D
D
Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.
D
Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.
Question #32
Select the categories of Prompts in Architect. (Choose two.)
- A . User
- B . Menu
- C . Data
- D . System
Correct Answer: A, D
A, D
Explanation:
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on.
Reference:
https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
A, D
Explanation:
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on.
Reference:
https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
Question #33
You can use Regular Expressions to create Number Plans
- A . True
- B . False
Correct Answer: A
A
Explanation:
Genesys Cloud CX allows for the use of Regular Expressions in the creation of Number Plans. This capability provides a powerful and flexible way to define and manage dialing patterns and rules within the system, enabling complex call routing strategies and ensuring that calls are handled in the most efficient manner possible.
A
Explanation:
Genesys Cloud CX allows for the use of Regular Expressions in the creation of Number Plans. This capability provides a powerful and flexible way to define and manage dialing patterns and rules within the system, enabling complex call routing strategies and ensuring that calls are handled in the most efficient manner possible.
Question #34
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A . Play pre-recorded messages
- B . Convert text to speech
- C . Configure queues
- D . Create skills
- E . Receive and route calls
Correct Answer: ABE
ABE
Explanation:
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc.
Reference:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
ABE
Explanation:
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc.
Reference:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
Question #35
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A . True
- B . False
Correct Answer: B
B
Explanation:
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report.
Reference:
https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
B
Explanation:
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report.
Reference:
https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
Question #36
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A . Internet Explorer
- B . Firefox
- C . Chrome
- D . Safari
- E . Opera
Correct Answer: BC
BC
Explanation:
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 Chrome are 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.
Reference:
https://help.mypurecloud.com/articles/supported-browsers/
https://help.mypurecloud.com/articles/browser-limitations/
BC
Explanation:
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 Chrome are 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.
Reference:
https://help.mypurecloud.com/articles/supported-browsers/
https://help.mypurecloud.com/articles/browser-limitations/
Question #37
Which dialing mode allows the agent to see customer information before dialing?
- A . Progressive
- B . Predictive
- C . Preview
- D . Power
Correct Answer: C
C
Explanation:
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.
C
Explanation:
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.
Question #38
You can add more than one outbound route to the contact center.
- A . True
- B . False
Correct Answer: A
A
Explanation:
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 different priorities or failover scenarios that you want to implement for outgoing calls.
Reference:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/
A
Explanation:
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 different priorities or failover scenarios that you want to implement for outgoing calls.
Reference:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/
Question #39
When you change an agent’s queue status from On Queue to Off Queue, what is the agent’s status displayed as in the view?
- A . Available
- B . Busy
- C . Away
- D . Break
Correct Answer: C
C
Explanation:
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.
C
Explanation:
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.
Question #40
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A . True
- B . False
Correct Answer: A
A
Explanation:
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX.
A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX.
An agent report can help you measure and improve various aspects of your agent, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because:
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 interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out.
An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
Status
Time in status
Calls answered
Average talk time
Average ACW
Reference:
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/agent-status-overview/
A
Explanation:
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX.
A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX.
An agent report can help you measure and improve various aspects of your agent, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because:
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 interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out.
An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:
Status
Time in status
Calls answered
Average talk time
Average ACW
Reference:
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/agent-status-overview/