Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 171:

  Which of the following types of interactions can be configured for Recording Policies?

  A. Call
  B. Chat
  C. Email
  D. Message
  E. All of the above
  E. All of the above

  ---

  https://help.genesys.com/pureconnect/mergedprojects/wh_irpe/desktop/edit_initiation_polic y_step_3.htm

  All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc.

  References:

  https://help.mypurecloud.com/articles/about-recording-policies/

  https://help.mypurecloud.com/articles/create-a-recording-policy/

• Question 172:

  To assign extensions to users, you must first __________.

  A. Create a pool of extensions.
  B. Buy the extension number from the carrier.
  C. Add the extension to the dial plan.
  D. Assign the extension to the user's phone.
  A. Create a pool of extensions.

  ---

  To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin.

  References: https://help.mypurecloud.com/articles/create-a-pool-of- extensions/

  https://help.mypurecloud.com/articles/assign-extensions-to-users/

• Question 173:

  Which feature allows agents to request shift adjustments that supervisors can approve or deny?

  A. Time-Off Requests
  B. Schedule Bidding
  C. Intraday Management
  D. Schedule Trades
  D. Schedule Trades

  ---

  Schedule Trades allow agents to request swapping or trading shifts; supervisors approve or deny based on staffing rules.

• Question 174:

  Individual versions of reports that have already been run cannot be deleted.

  A. Tue
  B. False
  B. False

• Question 175:

  The Utilization feature of Genesys Cloud CX allows administrators to configure: (Choose two.)

  A. The maximum capacity that an agent may handle simultaneously for each supported media type.
  B. The after call work time for each media type.
  C. Time that an agent may spend on each media type.
  D. Media types that can interrupt current interactions that an agent is handling.
  A. The maximum capacity that an agent may handle simultaneously for each supported media type.
  D. Media types that can interrupt current interactions that an agent is handling.

• Question 176:

  Which of the following actions can be performed within the Queue Performance detail view? (Choose two.)

  A. View real-time metrics for a single queue
  B. Modify routing rules directly from the Queue Performance screen
  C. Drill down into agent-specific metrics for the selected queue
  D. Change the queue's wrap-up codes in real time
  A. View real-time metrics for a single queue
  C. Drill down into agent-specific metrics for the selected queue

  ---

  The Queue Performance detail view allows supervisors to drill down into real-time metrics for a single queue, including interactions waiting, ASA, and other active KPIs. Supervisors can also drill down into which agents are currently handling interactions in that queue. Routing rules or wrap-up configurations cannot be modified directly from this view.

• Question 177:

  What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

  A. With multiple active calls, click and drag an unselected call onto the previously selected call details.
  B. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
  C. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
  D. Have all attendees call you. When all calls are active, click the Start Conference button.
  A. With multiple active calls, click and drag an unselected call onto the previously selected call details.
  B. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.

• Question 178:

  Under which container is Queue available?

  A. Contact Center
  B. Telephony
  C. Integration
  D. Routing
  A. Contact Center

• Question 179:

  User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

  A. True
  B. False
  B. False

  ---

  The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report.

  References: https://help.mypurecloud.com/articles/user-status-detail- report/

  https://help.mypurecloud.com/articles/queue-activity-export-report/

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

• Question 180:

  Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

  A. Agent Metrics Export Report
  B. Agent Metrics Report
  C. Agent Login-Logout Details Report
  D. Agent Quality Details Report
  A. Agent Metrics Export Report
  B. Agent Metrics Report

  ---

  The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent.

  References:

  https://help.mypurecloud.com/articles/agent-metrics-export-report/

  https://help.mypurecloud.com/articles/agent-metrics-report/