Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 161:

  What is the Alerting Timeout with respect to Queue configuration?

  A. This is how long the interaction will alert an agent before disconnecting.
  B. The time an agent has to complete After Call Work.
  C. This is how long the interaction will wait to resume before alerting the agent.
  D. Duration of time the interaction will alert before timing out and setting the agent's status to Not Responding.
  D. Duration of time the interaction will alert before timing out and setting the agent's status to Not Responding.

• Question 162:

  Which of the following statements is NOT true regarding Management Units?

  A. Agents that handle the same set of interactions should belong to the same management unit.
  B. Management Units partition agents and interactions into logical groups.
  C. A maximum of 100 agents can be added to a single Management Unit.
  D. They help you create, manage, and view schedules for a group.
  C. A maximum of 100 agents can be added to a single Management Unit.

  ---

  A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no limit on the number of agents that can be

  added to a single Management Unit.

  References:

  https://help.mypurecloud.com/glossary/management-unit/

  https://help.mypurecloud.com/articles/create-a-management-unit/

• Question 163:

  You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.

  What binds the phone's settings in Genesys Cloud CX to a physical phone?

  A. Phone model
  B. Base settings
  C. Phone name
  D. Hardware ID (MAC address)
  B. Base settings

• Question 164:

  Which one of the following Genesys Cloud CX configuration options provides a way to ensure that phones of a speci c make and model are all deployed with the same settings?

  A. Managed IP Phones
  B. IP Phone Templates
  C. Base Settings
  D. Default Station configuration
  C. Base Settings

• Question 165:

  Which of the following is NOT a feature of Genesys Cloud CX contact center?

  A. Human Capital Management
  B. Workforce Management
  C. Quality Management
  D. Automatic Call Distribution
  A. Human Capital Management

  ---

  Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are: Workforce Management Quality Management Automatic Call Distribution Skill-based Routing Omnichannel Routing Analytics and Reporting Artificial Intelligence Integrations

  References: https://www.genesys.com/genesys- cloud/features/contact-center https://www.genesys.com/glossary/human-capital- management

• Question 166:

  Select the features available in Genesys Cloud CX Architect. (Choose three.)

  A. Play pre-recorded messages
  B. Convert text to speech
  C. Configure queues
  D. Create skills
  E. Receive and route calls
  A. Play pre-recorded messages
  B. Convert text to speech
  E. Receive and route calls

  ---

  Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc.

  References:

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

  https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/

• Question 167:

  Unused reports need to be disabled manually to prevent unnecessary load on the system.

  A. True
  B. False
  B. False

  ---

  Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin.

  References: https://help.mypurecloud.com/articles/about-reports/ https://help.mypurecloud.com/articles/disable-and-enable-reports/

• Question 168:

  Select the categories of Prompts in Architect. (Choose two.)

  A. User
  B. Menu
  C. Data
  D. System
  A. User
  D. System

  ---

  User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on.

  References: https://help.mypurecloud.com/articles/call-prompts/

  https://help.mypurecloud.com/articles/user-prompts/

• Question 169:

  Which Workspace feature helps users quickly find documents across large repositories?

  A. Divisions
  B. Document Tagging
  C. Queue Filtering
  D. Time-based Indexing
  B. Document Tagging

  ---

  Tags improve searchability and categorize documents for easy retrieval across the entire workspace.

• Question 170:

  Genesys Cloud CX Collaborate supports video chat with up to ____ people simultaneously.

  A. 8
  B. 10
  C. 12
  D. 14
  C. 12