Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 111:

  If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.

  A. True
  B. False
  A. True

• Question 112:

  Why is it recommended as a best practice to have one additional Edge when configuring your contact center, in addition to the required number of edges?

  A. In the event of an Edge failure, the additional Edge seamlessly takes over the workload.
  B. It enables faster processing of customer requests.
  C. It reduces the overall cost of maintaining the contact center infrastructure.
  D. It simplifies integration with external CRM systems.
  A. In the event of an Edge failure, the additional Edge seamlessly takes over the workload.

• Question 113:

  Where can call recording be enabled?

  A. Trunks
  B. Edges and Edge Group
  C. Phones
  A. Trunks

• Question 114:

  Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)

  A. Full Access
  B. Partial
  C. Read-Only
  D. Write-Only
  E. Contributor
  F. Collaborator
  A. Full Access
  C. Read-Only
  E. Contributor

  ---

  Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level permissions for workspace membership based on

  their roles and needs. The access level permissions for workspace membership are:

  Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.

  Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share, move, copy, tag, download, or upload any document in the workspace.

  Contributor: Users can create new documents in the workspace and edit or delete their own documents. They can also share, move, copy, tag, download, upload, and view any document in the workspace.

  Some other access level permission types for workspace membership are Owner and Collaborator.

  References: https://help.mypurecloud.com/articles/workspace-overview/

  https://help.mypurecloud.com/articles/manage-workspace-membership/

• Question 115:

  Where can DID Numbers be assigned to? (Choose three.)

  A. External Trunk
  B. Person
  C. Call Flow
  D. Phone
  E. Queue
  F. Edge
  B. Person
  C. Call Flow
  D. Phone

• Question 116:

  Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.

  Which of the following will help her view specific information about the queue in real-time?

  A. My Queues Activity
  B. Queues Activity
  C. Queue Performance
  D. Performance Dashboard
  C. Queue Performance

  ---

  Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format.

  References:

  https://help.mypurecloud.com/articles/queue-performance-view/

  https://help.mypurecloud.com/articles/select-a-queue/

• Question 117:

  Which performance view allows supervisors to see the number of agents currently interacting per queue?

  A. Interactions
  B. Agents
  C. Queue Performance
  D. Skills Performance
  C. Queue Performance

  ---

  Queue Performance provides real-time queue-level data including agents interacting, agents idle, waiting interactions, ASA, etc.

• Question 118:

  Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

  A. Language
  B. Roles
  C. Skills
  D. Queue
  A. Language
  C. Skills

  ---

  Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires.

  References: https://help.mypurecloud.com/articles/about- acd-skills/

  https://help.mypurecloud.com/articles/add-skills-to-a-user/

• Question 119:

  Which of the following interaction types can be configured with wrap-up codes?

  A. Only voice
  B. Voice and callback only
  C. All ACD media types
  D. Only digital channels
  C. All ACD media types

  ---

  Wrap-up codes apply to all ACD interactions, including voice, chat, email, messaging, and social channels.

• Question 120:

  Customers can use hardware acquired from their preferred vendor for a BYOC Premises Edge server under the Genesys Hardware Solution.

  A. True
  B. False
  A. True