Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 51:

  John received the wrong items in his online food order from a nearby restaurant. He contacted customer support by phone to seek assistance in resolving the issue.

  Despite being put on hold for a considerable time, he eventually connected with an agent who exhibited rudeness and denied any responsibility for the mistakes.

  The poor customer service was subsequently shared on social media and brought to your attention.

  As a quality service agent, which tool provided by Genesys Cloud CX can you utilize to gain a better understanding of John's customer service experience?

  A. Interaction recordings
  B. Written evaluations
  C. Reviewing chat logs and emails
  D. Social media analytics
  A. Interaction recordings

• Question 52:

  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
  A. Language skills
  C. ACD skills
  D. Time since last ACD interaction

• Question 53:

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

  A. Recording
  B. IVR
  C. Digital Channels
  D. Human Capital Management
  E. Workforce Engagement
  A. Recording
  C. Digital Channels
  E. Workforce Engagement

• Question 54:

  Which protocol is used to transport digitized audio?

  A. TLS
  B. TCP
  C. RTP over UDP
  D. SIP over UDP
  C. RTP over UDP

• Question 55:

  Organizations with Communicate licenses can set up basic IVR with inbound call flow.

  A. True
  B. False
  A. True

• Question 56:

  Which of following file formats are available to export a report? (Choose three.)

  A. .doc
  B. .xls
  C. .txt
  D. .docx
  E. .xlsx
  F. .pdf
  B. .xls
  E. .xlsx
  F. .pdf

  ---

  .xls, .xlsx, and .pdf are three file formats that are available to export a report 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

  You can export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:

  .xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.

  .xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.

  .pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report. Some other file formats that are available to export a report are .csv, .docx, and .rtf.

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

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

• Question 57:

  If you have not created any additional templates, you will have several default template options when creating a new script.

  These default templates are: (Choose four.)

  A. Blank Script
  B. Default Callback Script
  C. Default Inbound Script
  D. Default Outbound Script
  E. Collection Script Template
  F. Sales Script Template
  A. Blank Script
  B. Default Callback Script
  C. Default Inbound Script
  D. Default Outbound Script

  ---

  Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:

  Blank Script is an empty template that allows you to create a script from scratch. Default Callback Script is a template for scripts that handle callback interactions. Default Inbound Script is a template for scripts that handle inbound interactions. Default Outbound Script is a template for scripts that handle outbound interactions. You can also create your own custom templates for scripts based on your needs.

  References: https://help.mypurecloud.com/articles/create-a-script-template/

  https://help.mypurecloud.com/articles/create-a-script-from-a-template/

• Question 58:

  You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.

  What must you do to ensure that users can find the document when needed?

  A. Add meaningful tags to the document.
  B. Add a priority of "High" to the document.
  C. Ensure that the document name is easy to search for.
  D. Number the document such that it appears on the top of the list.
  A. Add meaningful tags to the document.

  ---

  Adding meaningful tags to the document is what you must do to ensure that users can find the document when needed after you have added a new document to Genesys Cloud CX Collaborate Workspace. Tags are keywords or phrases that describe the content or purpose of a document in Workspace. Tags help users to find documents faster and easier by using filters or search queries based on tags. You can add tags to a document when you create or edit it in Workspace.

  References:

  https://help.mypurecloud.com/articles/add-tags-to-a-document/

  https://help.mypurecloud.com/articles/search-for-a-document/

• Question 59:

  Which of the following is not a Quality Management feature?

  A. Evaluation Forms
  B. Policies
  C. Scheduling
  D. Interaction Recording
  C. Scheduling

  ---

  Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc.

  References:

  https://help.mypurecloud.com/articles/about-quality-management/

  https://help.mypurecloud.com/articles/quality-management-overview/

• Question 60:

  Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?

  A. Availability
  B. SIP Access Control
  C. Outbound
  D. Calling
  B. SIP Access Control

  ---

  SIP Access Control is where you can add the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk in Genesys Cloud CX Telephony Admin menu. SIP Access Control is a feature that allows you to control which IP addresses or CIDR ranges can access your External or Phone Trunks in Genesys Cloud CX. SIP Access Control can help you enhance the security and performance of your trunks by preventing unauthorized or unwanted access from external sources. You

  can add IP addresses or CIDR ranges to the Allow List or Deny List of your trunks based on your needs and preferences.

  References: https://help.mypurecloud.com/articles/sip-access- control-overview/

  https://help.mypurecloud.com/articles/add-an-ip-address-or-cidr-range-to- a-trunk/