Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
A. Disable Location Detection
B. Password Expiration
C. Disable Genesys Cloud CX Login
D. Open Admission
Correct Answer: C
Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users from logging in with their Genesys
Cloud CX credentials and requires them to use an SSO provider instead. This feature enhances security and simplifies user management for organizations that use SSO.
What level of permissions does a user require to view the organization settings?
A. Admin
B. Agent
C. Supervisor
D. All of the above
Correct Answer: A
Explanation: Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX. Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as: Organization name Organization ID Time zone Language Currency Logo To view the organization settings in Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References: https://help.mypurecloud.com/articles/organization- settings-overview/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/
Question 43:
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
A. Language
B. Roles
C. Skills
D. Queue
Correct Answer: AC
Explanation: Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the
languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires.
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
A. Performance > Workspace > Dashboards
B. Performance > Overview (Evaluations)
C. Admin > Contact Center
D. Admin > Quality
Correct Answer: B
Explanation: Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent
interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a
dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc.
What type of trunk would you configure to connect to AudioCodes phones?
A. WebRTC phone trunk
B. Phone trunk
C. External trunk
D. Network interface trunk
Correct Answer: B
Explanation: Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different
systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of
trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer.
Which report displays the length of each session for one or more agents over a specified period of time?
A. Agent Activity Summary Report
B. Agent Metrics Report
C. Agent Login-Logout Details Report
D. Agent Quality Details Report
Correct Answer: C
Explanation: The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day. The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as: Availability Productivity Conduct Satisfaction You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as: Pre-set Day Filter Report Date Agent Group Agent Media Type References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/ https://help.mypurecloud.com/articles/reports-overview/
Question 47:
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.
There are two methods to create a conference call in Genesys Cloud CX:
With multiple active calls, click and drag an unselected call onto the previously selected call details.
Have all attendees call you. When all calls are active, click the Start Conference button.
These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc.
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
A. The default protocol
B. TCP
C. TLS
D. SIP
E. UDP
Correct Answer: BCE
Explanation: TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. The
protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure
What is the distinguishing feature between queues and groups?
A. Queues can have agents as members, while groups cannot.
B. Both queues and groups have the same ACD capabilities.
C. Unlike groups, queues allow for more complex scenarios like skill-based routing.
D. Queues can be used in Architect flows, while groups cannot.
Correct Answer: C
Explanation: Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills,
availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot
be used for routing interactions or in Architect flows.
WebRTC phones require all hardware and software to be properly installed.
A. True
B. False
Correct Answer: B
Explanation: WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls. Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References: https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/ https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/
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