Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
A. Genesys Cloud CX Workforce Management
B. Genesys Cloud CX API
C. Genesys Cloud CX Architect
D. Genesys Cloud CX Reporting and Analytics
Correct Answer: A
Explanation: Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent
schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics
Alerts that have been read are not included in the alert count, even if they are still active.
A. True
B. False
Correct Answer: B
Explanation: Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX. Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed. However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert.
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
A. Interaction Details Report
B. User Status Detail Report
C. Agent Metrics Report
D. Queue Metrics Daily Report
Correct Answer: C
Explanation: The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time,
total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.
You can add more than one outbound route to the contact center.
A. True
B. False
Correct Answer: A
Explanation: You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and
preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you
want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls.
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
A. Workgroups
B. Rooms
C. Groups
D. Roles
Correct Answer: D
Explanation: Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and
what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
A. True
B. False
Correct Answer: A
Explanation: Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent. Routing is a process that determines how to handle incoming interactions based on various criteria, such
as customer profile, agent skills, queue availability, etc. Routing can direct interactions to different resources, such as IVR menus, chatbots, voicebots, agents, queues, etc. Routing can also optimize the customer experience and the contact
center performance by matching each interaction with the best available resource.
Where are Genesys Cloud CX call recordings stored by default?
A. Edges
B. Cloud
C. Web Service
D. AWS Cloud
Correct Answer: B
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services.
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
A. True
B. False
Correct Answer: A
Explanation: Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as: Interaction volume Interaction quality Interaction outcomes Interaction flows Your customizations in the interaction view remain in effect even if you leave the view and return to it later because: You can customize the interaction view by using various filters and columns to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view. Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again. References: https://help.mypurecloud.com/articles/interactions-view-overview/
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.
Correct Answer: D
Critical questions are questions that have a significant impact on the quality of an interaction. If answered "No", critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered.
Critical questions are used to identify interactions that fail to meet minimum quality standards.
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
A. Public Interface Services
B. Core Services
C. Communication Services
D. Application Services
Correct Answer: B
Core Services is the platform component that manages account configuration, directory search, user membership, phone call routing, and agent assignment in Genesys Cloud CX. Core Services is a set of services that provide essential functionality and data for Genesys Cloud CX applications and integrations. Core Services include various features and functions, such as:
Account configuration
Directory search
User membership Phone call routing
Agent assignment
Presence management
Notifications
Authentication
Authorization
Billing
Some other platform components of Genesys Cloud CX are Public Interface Services, Communication Services, Application Services, etc. References:
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