Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 101:

  What level of permissions does a user require to view the organization settings?

  A. Admin
  B. Agent
  C. Supervisor
  D. All of the above
  A. Admin

  ---

  Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX. Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as: Organization name Organization ID Time zone Language Currency Logo To view the organization settings in Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account.

  References: https://help.mypurecloud.com/articles/organization- settings-overview/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/

• Question 102:

  When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

  A. RTP
  B. TCP
  C. TLS
  D. SIP
  E. UDP
  B. TCP
  C. TLS
  E. UDP

• Question 103:

  Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

  A. Routing
  B. Queue Management
  C. Workforce Management
  D. Reporting and Analytics
  C. Workforce Management

  ---

  https://help.mypurecloud.com/articles/plan-workforce-management/

  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.

  References: https://help.mypurecloud.com/articles/about-workforce- management/

  https://help.mypurecloud.com/articles/workforce-management-overview/

• Question 104:

  Which of the following statements is true regarding default language selection on the Organization Settings page?

  A. Default language is related to the organization's language settings.
  B. Default language is not related to the organization's language settings.
  C. Default language is the same as the organization's language.
  D. Default language, once selected, cannot be changed directly by the user.
  A. Default language is related to the organization's language settings.

• Question 105:

  WebRTC phones require all hardware and software to be properly installed.

  A. True
  B. False
  B. False

  ---

  WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in

  call controls. Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX

  WebRTC phone can also work with headsets that have built-in call controls.

  References:

  https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/

  https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/

• Question 106:

  What is the correct statement about Divisions?

  A. A user can belong to more than 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 divisions as needed.
  D. A User can belong to only one Division, but can access as many divisions as needed.

• Question 107:

  In which of these views would you see the amount of time an agent spent in each status?

  A. Agent Interaction
  B. Agent Queue
  C. Agent Status
  D. Agent Performance
  C. Agent Status

• Question 108:

  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
  B. Text
  D. Checkbox
  E. Web Page
  F. Image

  ---

  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.

  References: https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/

  https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/

  https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/

  https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/

• Question 109:

  Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.

  In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

  A. Place and receive both ACD and non-ACD calls.
  B. Place ACD and non-ACD calls, but not receive.
  C. Receive ACD and non-ACD calls, but not place.
  D. Place and receive ACD calls; non-ACD calls can neither be place nor received.
  A. Place and receive both ACD and non-ACD calls.

  ---

  Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability.

  References:

  https://help.mypurecloud.com/articles/about-edge-devices/

  https://help.mypurecloud.com/articles/edge-redundancy/

• Question 110:

  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
  B. Firefox
  C. Chrome

  ---

  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.

  References: https://help.mypurecloud.com/articles/supported-browsers/

  https://help.mypurecloud.com/articles/browser-limitations/