Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 61:

  Which of the following best de nes the ACD evaluation method Best Available Skis?

  A. Looks for the first available agent and ignores any skill requirements.
  B. Matches the interaction to the first available agent who has all of the requested skills.
  C. Evaluates the first 100 agents to nd the agent with the highest average pro ciency rating. The average is calculated using the agent's pro ciency rating for each of the requested skills.
  C. Evaluates the first 100 agents to nd the agent with the highest average pro ciency rating. The average is calculated using the agent's pro ciency rating for each of the requested skills.

• Question 62:

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

  A. True
  B. False
  A. True

• Question 63:

  Which of the following containers is used to create a new campaign?

  A. Scripts
  B. Schedules
  C. Campaign Dashboard
  D. Campaign Management
  D. Campaign Management

• Question 64:

  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
  A. Genesys Cloud CX Workforce Management

  ---

  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 on various metrics.

  References:

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

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

• Question 65:

  What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

  A. 80 calls must be answered every 20 seconds.
  B. 80% of calls must be answered within 20 seconds.
  C. 80% of agents must answer calls within 20 seconds.
  D. 20 chats and calls must be answered in 80 seconds.
  B. 80% of calls must be answered within 20 seconds.

  ---

  A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls

  within 20 seconds, then its service level is 80/100 = 0.8 or 80%.

  References:

  https://help.mypurecloud.com/glossary/service-level/

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

• Question 66:

  Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.

  A. True
  B. False
  B. False

• Question 67:

  Which dialing mode allows the agent to see customer information before dialing?

  A. Progressive
  B. Predictive
  C. Proview
  D. Power
  C. Proview

• Question 68:

  Which options can be configured when setting up a queue? (Choose two.)

  A. Wrap-up Codes
  B. ACD Skills
  C. Utilization
  D. Alerting Timeout
  E. Inbound Flows
  A. Wrap-up Codes
  D. Alerting Timeout

• Question 69:

  Which type of Architect object is required when designing a flow to evaluate customer intent using NLU?

  A. Prompt
  B. Task
  C. Bot Flow
  D. Decision Block
  C. Bot Flow

  ---

  Bot Flows in Architect support NLU, intent detection, slot extraction, and natural-language conversations. Task or Decision blocks do not themselves provide NLU capabilities.

• Question 70:

  Which Genesys Cloud CX feature helps reduce wait time for each call?

  A. Automatic Call Distribution
  B. Workforce Management
  C. Skill-based Routing
  D. IVR
  A. Automatic Call Distribution