Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
A. Availability
B. SIP Access Control
C. Outbound
D. Calling
Correct Answer: B
Explanation: SIP Access Control is where you can add the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk in Genesys Cloud CX Telephony Admin menu. SIP Access Control is a feature that
allows you to control which IP addresses or CIDR ranges can access your External or Phone Trunks in Genesys Cloud CX. SIP Access Control can help you enhance the security and performance of your trunks by preventing unauthorized or
unwanted access from external sources. You can add IP addresses or CIDR ranges to the Allow List or Deny List of your trunks based on your needs and preferences.
Which of the following is not a Quality Management feature?
A. Evaluation Forms
B. Policies
C. Scheduling
D. Interaction Recording
Correct Answer: C
Explanation: Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes
features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc.
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
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.
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
A. True
B. False
Correct Answer: B
Explanation: You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports 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 develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as : Report type Report format Report frequency Report recipients You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as : Report type Report filters Report date range Report columns References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/schedule-a-report/ https://help.mypurecloud.com/articles/view-a-report/
Question 95:
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
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.
Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules
that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed.
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.
A. Create a Site
B. Assign the Edge to a Site
C. Configure a trunk
D. Create an Edge Group
E. Associate the network interface
F. Authenticate the Edge
G. Configure the Edge Connectors
Correct Answer: C
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
Which of the following components can be added to scripts? (Choose four.)
A. Visual Basic Control
B. Text
C. Call Flow
D. Checkbox
E. Web Page
F. Image
Correct Answer: BDEF
Explanation: Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text
content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script.
Which feature enables a voice interaction to interrupt an email interaction?
A. Utilization
B. ACD Skills
C. Emergency Routing
D. Scripts
Correct Answer: A
Explanation: Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent's
time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other
available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization.
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?
A. Do nothing. Genesys Cloud CX will update everything automatically.
B. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
C. Update her peers. Genesys Cloud CX will then update her manager automatically.
D. Update her manager and her peers in her profile.
Correct Answer: B
Explanation: The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's
manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager.
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