Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 141:

  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
  A. Multiple Choice
  B. Yes/No
  D. Range

  ---

  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 142:

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

  A. The default protocol
  B. TCP
  C. TLS
  D. SIP
  E. UDP
  B. TCP
  C. TLS
  E. UDP

  ---

  TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. The protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure communication.

  References:

  https://help.mypurecloud.com/articles/external-trunk-settings/

  https://doc.didww.com/integrations/genesys/index.html

• Question 143:

  Which embedded clients does Genesys Cloud CX support? (Choose two.)

  A. Oracle
  B. Salesforce
  C. Zendesk
  D. Zoho
  B. Salesforce
  C. Zendesk

• Question 144:

  The ______ app leverages the form factor of iOS tablets to give supervisors, managers, and executives anytime/anywhere access to key metrics and alerts.

  A. Genesys Cloud CX Admin
  B. Genesys Cloud CX User
  C. Genesys Cloud CX Reporting
  D. Genesys Cloud CX Supervisor
  D. Genesys Cloud CX Supervisor

• Question 145:

  Alerts that have been read are not included in the alert count, even if they are still active.

  A. True
  B. False
  A. True

• Question 146:

  Which component controls the encryption of call recordings stored in Genesys Cloud CX?

  A. Architect
  B. Telephony Edge
  C. AWS KMS
  D. Quality Administrator
  C. AWS KMS

  ---

  Recordings are stored in AWS and encrypted using AWS Key Management Service (KMS), ensuring data security.

• Question 147:

  Profiles can contain various types of information about people in the organization.

  Why it is essential to have employees complete their profile information?

  A. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
  B. The education information can be verified against the human resources database.
  C. The profile information can be used to keep Linkedin details updated.
  D. When employees have free time, they can review biographies of their peers.
  A. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.

  ---

  https://help.mypurecloud.com/articles/profiles/

  It is essential to have employees complete their profile information because searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can contain various types of information about people in the organization, such as name, title, department, location, skills, biography, etc. These information can help users find and connect with other users within Genesys Cloud CX.

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

  https://help.mypurecloud.com/articles/search-for-people/

• Question 148:

  Genesys Cloud CX comes with a prede ned set of number plans and outbound routes - Users cannot customize new number plans and outbound routes.

  A. True
  B. False
  B. False

• Question 149:

  Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

  A. Average Handle Time
  B. Average Speed of Answer
  C. After Call Work
  D. Average Talk Time
  B. Average Speed of Answer

  ---

  Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.

  References: https://help.mypurecloud.com/glossary/average-speed-of-answer/

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

• Question 150:

  The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.

  A. True
  B. False
  A. True

  ---

  The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as: Service level Abandon rate Average speed of answer Average handle time Interaction volume An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as: Availability Productivity Quality Conduct Satisfaction The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because: A queue report only counts interactions that spent time in the queue, but an agent- based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as: An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:

  References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by- design/ https://help.mypurecloud.com/articles/agent-status-overview/