Genesys Genesys Certifications GCP-GCX Questions & Answers

• Question 61:

  Where can you add preconfigured settings to the phones?

  A. Admin > Telephone > Phone Management > Calls

  B. Admin > Telephone > Phone Management > Phones

  C. Admin > Telephone > Phone Management > Base Settings

  Correct Answer: C

  Explanation: Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as: Phone model Firmware version Line keys Soft keys Feature keys You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. References: https://help.mypurecloud.com/articles/base-settings- overview/ https://help.mypurecloud.com/articles/create-a-base-settings-profile/

• Question 62:

  Which of the following types of interactions can be configured for Recording Policies?

  A. Call

  B. Chat

  C. Email

  D. Message

  E. All of the above

  Correct Answer: E

  Reference:

  https://help.genesys.com/pureconnect/mergedprojects/wh_irpe/desktop/edit_initiation_polic y_step_3.htm

  All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership,

  direction (inbound or outbound), media type (voice or screen), etc. References:

  https://help.mypurecloud.com/articles/about-recording-policies/

  https://help.mypurecloud.com/articles/create-a-recording-policy/

• Question 63:

  What additional functionality does Communicate bring to Genesys Cloud CX?

  A. Knowledge-based features, such as FAQs and communities.

  B. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.

  C. Call center features, such as ACD and scripting.

  D. Directory capabilities, such as advanced search, profiles, and keyword searching.

  Correct Answer: B

  Explanation: Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto- attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc. References: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate

• Question 64:

  Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

  A. Average Handle Time

  B. Average Speed of Answer

  C. After Call Work

  D. Average Talk Time

  Correct Answer: B

  Explanation: Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the

  number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.

  References: https://help.mypurecloud.com/glossary/average-speed-of-answer/

  https://help.mypurecloud.com/articles/queue-performance-summary-report/

• Question 65:

  Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)

  A. Harmony OS

  B. iOS

  C. Windows 10 Mobile

  D. Android

  Correct Answer: BD

  Explanation: iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications. Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys

  Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys

  Cloud CX mobile applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more.

  References:

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

  https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/

• Question 66:

  Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)

  A. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.

  B. It provides core telephony services.

  C. It provides for the integration of Active Directory, SharePoint, and other third-party data.

  D. It manages the Genesys Cloud CX platform services.

  E. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

  Correct Answer: ABE

  Explanation: The following statements are true regarding the Genesys Cloud CX Edge appliance:

  It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.

  It provides core telephony services such as call control, call recording, call quality monitoring, etc.

  It operates as a provisioning server, media server, SIP proxy, and SIP gateway. The following statements are false regarding the Genesys Cloud CX Edge appliance:

  It provides for the integration of Active Directory, SharePoint, and other third-party data.

  It manages the Genesys Cloud CX platform services. The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between

  your local network and Genesys Cloud CX data centers.

  References:

  https://help.mypurecloud.com/articles/about-edge-devices/

  https://help.mypurecloud.com/articles/edge-device-overview/

• Question 67:

  Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

  A. Adjusting report parameters in order to include fewer agents, queues, and interactions.

  B. Running reports during peak hours.

  C. Reviewing and ensuring the usage of scheduled reports.

  D. Asking every team member to run and save a copy of the report.

  Correct Answer: BD

  Explanation: Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can

  put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you

  can follow some best practices for running reports, such

  as:

  Run reports during off-peak hours or schedule them for later delivery. Share reports with other users instead of creating multiple copies. Adjust report parameters to include only relevant data and filters. Review and delete unused or outdated

  reports regularly.

  References:

  https://help.mypurecloud.com/articles/best-practices-for-running-reports/

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

• Question 68:

  Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

  A. True

  B. False

  Correct Answer: A

  Explanation: Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between

  Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more.

  References: https://help.mypurecloud.com/articles/about-salesforce-integration/

  https://help.mypurecloud.com/articles/about-zendesk-integration/

• Question 69:

  Which of the following statements is NOT true regarding numbering plan?

  A. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.

  B. Numbering plan is also known as a dial plan.

  C. Numbering plan can be added or modified based on the organizational requirements.

  D. It has to be created manually.

  Correct Answer: D

  Explanation: It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and

  telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:

  How many digits are required to dial a destination number Which digits are used to identify a country code, area code, or extension Which digits are used to access an outside line or an operator Which digits are used to indicate an

  emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu . Genesys Cloud CX provides a set of default number plans that work for most users . You can

  also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation .

  References: https://help.mypurecloud.com/articles/number-plan- information/

  https://help.mypurecloud.com/articles/add-number-plan/

• Question 70:

  Which of the following statements is NOT true regarding Management Units?

  A. Agents that handle the same set of interactions should belong to the same management unit.

  B. Management Units partition agents and interactions into logical groups.

  C. A maximum of 100 agents can be added to a single Management Unit.

  D. They help you create, manage, and view schedules for a group.

  Correct Answer: C

  Explanation: A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who

  handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no

  limit on the number of agents that can be added to a single Management Unit. References:

  https://help.mypurecloud.com/glossary/management-unit/

  https://help.mypurecloud.com/articles/create-a-management-unit/