Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 151:

  Why are Divisions important in an organization?

  A. Divisions are used to divide interactions equally between 2 or more queues.
  B. Divisions allow the organization to control which roles can be assigned to users.
  C. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
  D. Divisions define which users can be assigned to queues.
  C. Divisions allow grouping and segregation of objects while keeping them inside the same organization.

  ---

  Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different

  roles and permissions to each division.

  References: https://help.mypurecloud.com/glossary/division/

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

• Question 152:

  Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

  A. Performance > Workspace > Dashboards
  B. Performance > Overview (Evaluations)
  C. Admin > Contact Center
  D. Admin > Quality
  B. Performance > Overview (Evaluations)

  ---

  Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details

  related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc.

  References:

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

  https://help.mypurecloud.com/articles/evaluations-overview/

• Question 153:

  Which of the following is a valid reason an external trunk might show as "Out of Service"?

  A. The carrier changed SIP credentials
  B. The queue has too many agents logged in
  C. ACD routing is paused
  D. There are too many dashboards running
  A. The carrier changed SIP credentials

  ---

  Trunks rely on SIP authentication, IP whitelisting, and carrier configurations. Incorrect credentials or changes by the provider will cause the trunk to go out of service.

• Question 154:

  When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?

  A. Available
  B. Busy
  C. Away
  D. Break
  A. Available

• Question 155:

  Sam wants to install the reporting app on his iPad to access metrics.

  Which of the following apps does he need to install?

  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

  ---

  Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:

  Agent performance

  Queue performance

  Interaction quality

  Customer satisfaction

  Workforce management

  Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:

  Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards. Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports. Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities. Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.

  References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/

  https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/

• Question 156:

  Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

  A. Agents
  B. Queues Activity
  C. Skills Performance
  D. Interactions
  C. Skills Performance

  ---

  https://help.mypurecloud.com/articles/skills-performance- view/#:~:text=The%20Skills%20Performance%20view%20displays,in%20one%20or%20m ultiple%20queues

  The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing.

  References:

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

• Question 157:

  Which of the following statements is NOT true regarding numbering plan?

  A. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
  B. Numbering plan is also known as a dial plan.
  C. Numbering plan can be added or modified based on the organizational requirements.
  D. It has to be created manually.
  D. It has to be created manually.

  ---

  It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:

  How many digits are required to dial a destination number Which digits are used to identify a country code, area code, or extension Which digits are used to access an outside line or an operator Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu . Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with

  the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation .

  References: https://help.mypurecloud.com/articles/number-plan- information/

  https://help.mypurecloud.com/articles/add-number-plan/

• Question 158:

  Disabling file attachments in chat is related to ______.

  A. Global Settings
  B. Security and Compliance
  C. Telephony
  D. Chat Settings
  B. Security and Compliance

• Question 159:

  If you have not configured an email address to report issues to, Genesys Cloud CX:

  A. Automatically creates an email address and routes all such emails to this address.
  B. Does not route the emails to any email address.
  C. Sends the emails to anyone who has the admin role assigned in your organization.
  D. Collects such emails and stores it until an email address to report issues is configured.
  C. Sends the emails to anyone who has the admin role assigned in your organization.

• Question 160:

  Which of the following statements defines a critical question in an Evaluation Form?

  A. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
  B. Critical questions are questions that the agent must answer.
  C. Critical questions are multiple choice questions that have a higher weightage than non- critical questions.
  D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
  A. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.