Genesys Genesys Certifications GCP-GCX Questions & Answers

• Question 101:

  Which of the following statements about scripts is true?

  A. Scripts can be used for inbound interactions only.

  B. Scripts are only used to configure flows when setting up Architect.

  C. Scripts can be used in all types of interactions.

  D. Scripts may be used for outbound dialing campaigns only.

  Correct Answer: C

  Explanation: Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the

  agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc.

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

  https://help.mypurecloud.com/articles/create-a-script/

• Question 102:

  What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

  A. 80 calls must be answered every 20 seconds.

  B. 80% of calls must be answered within 20 seconds.

  C. 80% of agents must answer calls within 20 seconds.

  D. 20 chats and calls must be answered in 80 seconds.

  Correct Answer: B

  Explanation: A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service

  goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100

  calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%.

  References:

  https://help.mypurecloud.com/glossary/service-level/

  https://help.mypurecloud.com/articles/queue-performance-summary-report/

• Question 103:

  Which options can be configured when setting up a queue? (Choose two.)

  A. Wrap-up Codes

  B. ACD Skills

  C. Utilization

  D. Alerting Timeout

  E. Inbound Flows

  Correct Answer: AC

  Explanation: Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can

  have various options configured to define its behavior and performance, such as:

  Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction. Utilization is a percentage that indicates how much time an agent spends handling interactions

  versus being available for new interactions. Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc.

  References:

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

  https://help.mypurecloud.com/articles/create-and-configure-queues/

  https://help.mypurecloud.com/glossary/wrap-up-code/

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

• Question 104:

  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

  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.

  References: https://help.mypurecloud.com/articles/create-a-pool-of- extensions/

  https://help.mypurecloud.com/articles/assign-extensions-to-users/

• Question 105:

  Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?

  A. Workspaces

  B. People

  C. Queues

  D. Groups

  Correct Answer: A

  Explanation: Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the

  group. You can create workspaces for different purposes, such as projects, teams, departments, etc.

  References:

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

  https://help.mypurecloud.com/articles/create-a-workspace/

• Question 106:

  You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

  A. True

  B. False

  Correct Answer: B

  Explanation: You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive

  suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that

  receive feedback messages from users who view content items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create

  feedback email groups and assign them to content items or categories based on your needs.

  References: https://help.mypurecloud.com/articles/content-management-overview/

  https://help.mypurecloud.com/articles/create-a-feedback-email-group/

  https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or- category/

• Question 107:

  Which of the following items need to be configured for an outbound campaign? (Choose three.)

  A. Agents

  B. Evaluation Forms

  C. Contact Lists

  D. Campaigns

  E. Dialing Modes

  Correct Answer: CDE

  Explanation: Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts

  based on various settings and rules. To create an outbound campaign, you need to configure the following items:

  Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.

  Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc. Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based

  on various factors, such as agent availability, contact priority, dialing rate, etc.

  Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.

  References: https://help.mypurecloud.com/articles/about-outbound- campaigns/

  https://help.mypurecloud.com/articles/create-a-contact-list/

  https://help.mypurecloud.com/articles/create-a-campaign/

  https://help.mypurecloud.com/articles/dialing-modes-overview/

• Question 108:

  Select all the question types available while creating an Evaluation Form. (Choose three.)

  A. Multiple Choice

  B. Yes/No

  C. Fill in the blank

  D. Range

  E. Multiple Response

  Correct Answer: ABD

  Explanation: Multiple Choice, Yes/No, and Range are three question types available while creating an Evaluation Form in Genesys Cloud CX Quality Management. An Evaluation Form is a template that defines the structure and content of an

  evaluation. An Evaluation Form consists of various questions that assess different aspects of an agent interaction based on predefined criteria and scoring methods. You can use different types of questions to create an Evaluation Form

  based on your needs. The other available question types are Comment Box and Scored Comment Box.

  References:

  https://help.mypurecloud.com/articles/about-evaluation-forms/

  https://help.mypurecloud.com/articles/create-an-evaluation-form/

• Question 109:

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

  A. Short-Term Forecasts

  B. Schedules

  C. Long-Term Forecasts

  D. Forecast simulator

  Correct Answer: ABC

  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 110:

  Which of the following Edge feature contains the built-in remote survivability mode?

  A. SIP gateway

  B. Call broker

  C. SIP proxy

  D. Disaster recovery

  Correct Answer: C

  Explanation: SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with

  Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on

  the last known configuration from Genesys Cloud CX.

  References: https://help.mypurecloud.com/articles/edge-device-overview/

  https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/