Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 91:

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

  A. Dialog boxes
  B. Scripts
  C. Toast pop-ups
  D. IVR prompts
  B. Scripts

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  Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction.

  References:

  https://help.mypurecloud.com/glossary/script/

  https://help.mypurecloud.com/articles/about- scripts/

• Question 92:

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

  A. Short-Term Forecasts
  B. Schedules
  C. Long-Term Forecasts
  D. Forecast simulator
  A. Short-Term Forecasts
  B. Schedules
  C. Long-Term Forecasts

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  Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends.

  References: https://help.mypurecloud.com/articles/workforce-management/ https://help.mypurecloud.com/articles/create-a-short-term-forecast/ https://help.mypurecloud.com/articles/create-and-manage-schedules/ https://help.mypurecloud.com/articles/create-a-long-term-forecast/

• Question 93:

  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
  C. My Queues Activity

  ---

  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.

  References:

  https://help.mypurecloud.com/articles/my-queues-activity-view/

  https://help.mypurecloud.com/articles/customize-views/

• Question 94:

  Which of the following call controls are available for agents handling voice interactions? (Choose three.)

  A. Hold
  B. Warm Transfer
  C. Modify ACD Routing Rules
  D. Mute
  E. Codec Selection
  A. Hold
  B. Warm Transfer
  D. Mute

  ---

  Agents can mute, hold, perform warm transfers, or complete a blind transfer. Routing rules and codec settings are administrative functions, not agent-side controls.

• Question 95:

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

  A. 10
  B. 15
  C. 20
  D. 25
  C. 20

• Question 96:

  Through the DNIS Performance view, you can identify performance issues due to a decline in call volumes and longer wait times for DNIS numbers.

  A. True
  B. False
  A. True

• Question 97:

  With the ______ feature provided by Genesys Cloud CX, an administrator can effectively monitor agents and analyze their performance.

  A. Analytics Workspace
  B. Group Workspace
  C. Workspace
  D. All of the above
  A. Analytics Workspace

• Question 98:

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

  ---

  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.

  References: 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/

• Question 99:

  Which of the following statements de nes a fatal a in an Evaluation Form?

  A. Fatal questions are weighted higher than non-fatal questions.
  B. Fatal questions are critical questions. If scored "No", the evaluation score will be zero.
  C. Fatal questions are critical questions. If scored "No", the agent will be removed from the queue.
  D. Fatal questions are the same as critical questions.
  B. Fatal questions are critical questions. If scored "No", the evaluation score will be zero.

• Question 100:

  Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

  A. The DID number and extension are not listed in the DID or extension pools.
  B. The DID number and extension are considered the same numbers and entered into the same phone.
  C. The user does not have the proper license type, roles, and permissions.
  D. The DID number and the extension do not have the same last 4 digits.
  A. The DID number and extension are not listed in the DID or extension pools.
  C. The user does not have the proper license type, roles, and permissions.

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  The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu. A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu. An extension is a short internal number that allows users to reach

  each other within an organization without dialing a full phone number. A DID pool is a collection of DID numbers that are available for assignment to users or queues.

  An extension pool is a collection of extensions that are available for assignment to users.

  To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A

  license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony

  features , such as Agent , Supervisor , etc . They also need to have permissions that allow them.