Genesys Genesys Certifications GCP-GCX Questions & Answers

• Question 11:

  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

  Correct Answer: A

  Explanation: 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 12:

  You cannot add variables to a script.

  A. True

  B. False

  Correct Answer: B

  Explanation: You can add variables to a script. A variable is a placeholder for a value that can change during the execution of a script. Variables can store various types of data, such as text, numbers, booleans, etc. You can use variables to

  display or collect information in a script, such as customer name, account number, order status, etc. You can create your own custom variables or use built-in variables that are provided by Genesys Cloud CX.

  References: https://help.mypurecloud.com/articles/about-variables-and-expressions/

  https://help.mypurecloud.com/articles/add-script-variable/

  https://help.mypurecloud.com/articles/built-in-script-variables/

• Question 13:

  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

  Correct Answer: AB

  Explanation: 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/

• Question 14:

  Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?

  A. Supervisor

  B. admin

  C. employee

  D. User

  Correct Answer: B

  Explanation: The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including

  organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX.

  References:

  https://help.mypurecloud.com/articles/admin-role/

  https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/

• Question 15:

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

  A. True

  B. False

  Correct Answer: B

  Explanation: 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 16:

  Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

  A. Architect

  B. Automatic Call Distribution

  C. Emergency Groups

  D. Scheduling

  Correct Answer: B

  Explanation: Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of

  interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue.

  References: https://help.mypurecloud.com/glossary/automatic-call- distribution-acd/

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

• Question 17:

  Instant messaging costs are significantly less than long-distance phone conversations.

  A. True

  B. False

  Correct Answer: A

  Explanation: Instant messaging costs are significantly less than long-distance phone conversations is a true statement. Instant messaging is a form of communication that allows users to exchange text messages in real time over the internet or other networks using various devices or platforms. Instant messaging costs are usually based on data usage or subscription fees rather than distance or duration of communication. Long- distance phone conversations are forms of communication that allow users to exchange voice messages over phone lines or cellular networks across different geographic regions or countries. Long-distance phone conversations costs are usually based on distance and duration of communication as well as carrier rates or taxes. References: https://www.genesys.com/glossary/instant-messaging https://www.genesys.com/glossary/long-distance-phone-conversation

• Question 18:

  Which of the following statements are true? (Choose three.)

  A. A queue report only counts interactions handled by an agent.

  B. An Abandon is an interaction that disconnects before an agent handles it.

  C. An agent-based report counts any interactions an agent worked with.

  D. Each report contains a predefined set of metrics.

  E. Reports once created cannot be configured.

  Correct Answer: ABD

  Explanation: A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each

  report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and

  activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:

  Agent performance

  Queue performance

  Interaction quality

  Customer satisfaction

  Workforce management

  Some true statements about reports are:

  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 Abandon is an interaction that disconnects before an agent handles it. This means that the interaction was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various

  metrics, such as:

  Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can

  set various parameters for reports, such as:

  Some false statements about reports are:

  Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:

  Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , 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/why-does-the-offered-metric-not-always- equal-the-answered-plus-abandoned-metrics/

  https://help.mypurecloud.com/articles/edit-a- report/

• Question 19:

  Under which container is Queue available?

  A. Contact Center

  B. Telephony

  C. Integration

  D. Routing

  Correct Answer: D

  Explanation: Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-

  up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window.

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

  https://help.mypurecloud.com/articles/admin-menu-overview/

• Question 20:

  Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

  A. Languages

  B. Medians

  C. Skills

  D. Index Ratings

  E. Knowledge levels

  Correct Answer: AC

  Explanation: Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of

  interactions or customers. For example:

  Languages indicate an agent's ability to speak or write in different languages. Skills indicate an agent's capability or willingness to handle different media types or queues.

  Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.

  References:

  https://help.mypurecloud.com/articles/about-acd-evaluation-methods/

  https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/

  https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/