Genesys Genesys Certifications GCP-GCX Questions & Answers

• Question 21:

  Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.

  Which of the following attributes is used to determine the best available agent? (Choose three.)

  A. Language skills

  B. Additional attribute ratings

  C. ACD skills

  D. Time since last ACD interaction

  E. Staffing requirements

  Correct Answer: ABC

  Explanation: Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's

  proficiency or preference for handling certain types of interactions or customers. For example:

  Language skills indicate an agent's ability to speak or write in different languages. Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.

  ACD skills indicate an agent's capability or willingness to handle different media types or queues.

  Genesys Cloud CX ACD 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-additional-attribute-ratings-to-an-agent-profile/

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

• Question 22:

  Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)

  A. Internet Explorer

  B. Firefox

  C. Chrome

  D. Safari

  E. Opera

  Correct Answer: BC

  Explanation: Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chrome are the recommended browsers

  for Genesys Cloud CX because they offer the best performance and functionality. Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX.

  References: https://help.mypurecloud.com/articles/supported-browsers/

  https://help.mypurecloud.com/articles/browser-limitations/

• Question 23:

  Which view displays current metrics and information about queues if you have a membership?

  A. Queues Activity

  B. Queues Performance

  C. My Queues Activity

  D. Queues

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/

  My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can

  access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data.

  References:

  https://help.mypurecloud.com/articles/my-queues-activity-view/

  https://help.mypurecloud.com/articles/customize-views/

• Question 24:

  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

  Correct Answer: A

  Explanation: 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/

• Question 25:

  Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)

  A. AI

  B. VR

  C. Digital

  D. Human Capital Management

  E. Workforce Engagement

  Correct Answer: ACE

  Explanation: AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement

• Question 26:

  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

  Correct Answer: C

  Reference: 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 27:

  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

  Correct Answer: ABE

  Explanation: 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 28:

  Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.

  What is the maximum number of rings that can be defined for Bullseye routing?

  A. 8

  B. 6

  C. 4

  D. 2

  Correct Answer: B

  Explanation: The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye- routing/

• Question 29:

  Genesys Cloud CX Voice is __________.

  A. A third-party service that provides external Phone Trunks.

  B. A help bot that is available within Genesys Cloud CX chat.

  C. Another name for Genesys Cloud CX.

  D. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.

  Correct Answer: D

  Explanation: Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone

  devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure.

  References:

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

  https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/

• Question 30:

  Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.

  A. True

  B. False

  Correct Answer: B

  Explanation: Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization. The workspace is a secure place for each group in the organization to upload, organize, and share documents and

  files. Only members of the group can access the files in the workspace.

  References:

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

  https://help.mypurecloud.com/articles/add-files-to-a-workspace/