Updated Oct 19, 2023 Certification Exam GCP-GCX Dumps - Practice Test Questions
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NEW QUESTION # 19
Which of following file formats are available to export a report? (Choose three.)
- A. .doc
- B. .xlsx
- C. .pdf
- D. .docx
- E. .xls
- F. .txt
Answer: B,C,E
Explanation:
Explanation
.xls, .xlsx, and .pdf are three file formats that are available to export a report in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
You can export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:
* .xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.
* .xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.
* .pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report.
Some other file formats that are available to export a report are .csv, .docx, and .rtf. References:
https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/export-a-report/
NEW QUESTION # 20
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Scripts
- B. IVR prompts
- C. Toast pop-ups
- D. Dialog boxes
Answer: D
NEW QUESTION # 21
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- B. Configuring trunks to identify premium-rate numbers.
- C. Manually training users to prevent calling premium-rate numbers.
- D. Creating a number-plan to identify premium-rate numbers.
Answer: D
NEW QUESTION # 22
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
- A. Roles
- B. Language
- C. Skills
- D. Queue
Answer: B,C
NEW QUESTION # 23
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Dialing Modes
- B. Campaigns
- C. Contact Lists
- D. Evaluation Forms
- E. Agents
Answer: B,C,E
NEW QUESTION # 24
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
__________.
- A. Associate the network interface
- B. Configure a trunk
- C. Create a Site
- D. Create an Edge Group
- E. Configure the Edge Connectors
- F. Assign the Edge to a Site
- G. Authenticate the Edge
Answer: B
Explanation:
Explanation
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/
NEW QUESTION # 25
To assign extensions to users, you must first __________.
- A. Create a pool of extensions.
- B. Assign the extension to the user's phone.
- C. Add the extension to the dial plan.
- D. Buy the extension number from the carrier.
Answer: B
NEW QUESTION # 26
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Organization ID
- B. Agent Name
- C. Company Name
- D. ID
Answer: C
NEW QUESTION # 27
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.)
- A. Time since last ACD interaction
- B. Language skills
- C. Additional attribute ratings
- D. Staffing requirements
- E. ACD skills
Answer: B,C,E
Explanation:
Explanation
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/
NEW QUESTION # 28
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. True
- B. False
Answer: A
NEW QUESTION # 29
You cannot add variables to a script.
- A. True
- B. False
Answer: B
Explanation:
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. References: 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/
NEW QUESTION # 30
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A. By asking your carrier what you would need.
- B. Get a default trunk line installed.
- C. In the Genesys Cloud CX Resource Center.
- D. On the PSTN carrier's web site.
Answer: C
NEW QUESTION # 31
Which view displays current metrics and information about queues if you have a membership?
- A. Queues
- B. Queues Activity
- C. My Queues Activity
- D. Queues Performance
Answer: C
NEW QUESTION # 32
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: A
NEW QUESTION # 33
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?
- A. The user is not assigned the appropriate role.
- B. The phone number is being used by a different user.
- C. The user's phone is unplugged.
- D. The user may have deleted the icon.
Answer: A
NEW QUESTION # 34
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Digital
- B. AI
- C. VR
- D. Workforce Engagement
- E. Human Capital Management
Answer: A,B,D
Explanation:
Explanation
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities.
AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References:
https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital
https://www.genesys.com/genesys-cloud/features/workforce-engagement
NEW QUESTION # 35
What type of trunk would you configure to connect to AudioCodes phones?
- A. WebRTC phone trunk
- B. Phone trunk
- C. External trunk
- D. Network interface trunk
Answer: B
NEW QUESTION # 36
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A number plan can also define various aspects of call routing, such as:
* How many digits are required to dial a destination number
* Which digits are used to identify a country code, area code, or extension
* Which digits are used to access an outside line or an operator
* Which digits are used to indicate an emergency number or a special service A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
NEW QUESTION # 37
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- 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. Have all attendees call you. When all calls are active, click the Start Conference button.
- D. With multiple active calls, click and drag an unselected call onto the previously selected call details.
Answer: C,D
NEW QUESTION # 38
Under which container is Queue available?
- A. Integration
- B. Contact Center
- C. Telephony
- D. Routing
Answer: D
Explanation:
Explanation
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 Genesys Cloud 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/
NEW QUESTION # 39
WebRTC phones require all hardware and software to be properly installed.
- A. True
- B. False
Answer: A
NEW QUESTION # 40
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Range
- B. Multiple Choice
- C. Multiple Response
- D. Fill in the blank
- E. Yes/No
Answer: B,C,E
NEW QUESTION # 41
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