Genesys Genesys Certifications GCP-GCX Questions & Answers

• Question 71:

  Which of the following best defines the performance view for Agents?

  A. Used to monitor real-time contact center metrics.

  B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

  C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

  D. Used to view historical data only.

  Correct Answer: B

  Explanation: The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents

  is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. The performance view for Agents can help you measure and improve various aspects of your agent performance and

  activities, such as:

  Availability

  Productivity

  Quality

  Conduct

  Satisfaction

  The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:

  Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various

  metrics, such as service level %, abandon %, customers waiting, and active agents.

  Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the

  reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.

  Time in status is a metric that shows the amount of time (HH:MM:SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of

  an agent in the performance view for Agents.

  Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered

  by an agent in the performance view for Agents.

  Average talk time is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an

  agent. You can see the current average talk time of an agent in the performance view for Agents.

  Average ACW is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction,

  such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.

  References: https://help.mypurecloud.com/articles/performance-dashboards-overview/

  https://help.mypurecloud.com/articles/agents-performance-views-overview/

  https://help.mypurecloud.com/articles/agent-status-overview/

• Question 72:

  Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.

  What are the prerequisites to perform this task? (Choose two.)

  A. You must know the exact coordinates of the new building.

  B. You must have images of all the users located at the new location.

  C. You must collect general information such as building address, number of floors, location contact information, etc.

  D. You must have the basic profile data for all users at the new location.

  E. You must have Admin rights to Genesys Cloud CX.

  Correct Answer: CE

  Explanation: Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as: Building address Number of floors Location contact information Emergency number Time zone Language Currency To add a new location to 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/location- overview/ https://help.mypurecloud.com/articles/add-a-location/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/

• Question 73:

  Why are Divisions important in an organization?

  A. Divisions are used to divide interactions equally between 2 or more queues.

  B. Divisions allow the organization to control which roles can be assigned to users.

  C. Divisions allow grouping and segregation of objects while keeping them inside the same organization.

  D. Divisions define which users can be assigned to queues.

  Correct Answer: C

  Explanation: Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud

  CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or

  teams within an organization and assign different roles and permissions to each division.

  References: https://help.mypurecloud.com/glossary/division/

  https://help.mypurecloud.com/articles/about-divisions/

• Question 74:

  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

  Correct Answer: ABCD

  Explanation: 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 75:

  Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)

  A. Full Access

  B. Partial

  C. Read-Only

  D. Write-Only

  E. Contributor

  F. Collaborator

  Correct Answer: ACE

  Explanation: Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and

  manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level

  permissions for workspace membership based on their roles and needs. The access level permissions for workspace membership are:

  Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.

  Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share, move, copy, tag, download, or upload any document in the workspace.

  Contributor: Users can create new documents in the workspace and edit or delete their own documents. They can also share, move, copy, tag, download, upload, and view any document in the workspace.

  Some other access level permission types for workspace membership are Owner and Collaborator.

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

  https://help.mypurecloud.com/articles/manage-workspace-membership/

• Question 76:

  Policies automate repetitive quality management tasks.

  Which of the following items could be defined as policies? (Choose three.)

  A. Update the Do Not Call list with records that have the appropriate wrap-up code.

  B. Specify time sets as a matching criteria.

  C. Set up a schedule to run a daily report.

  D. Automatically assign an evaluation for all calls over 5 minutes.

  E. Determine how long to retain recordings and whether to archive or delete them.

  Correct Answer: ADE

  Explanation: Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them

  are three items that could be defined as policies in Genesys Cloud CX Quality Management. Policies are rules that automate repetitive quality management tasks based on various criteria and conditions. Policies can help contact center

  managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations.

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

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

• Question 77:

  Select the categories of Prompts in Architect. (Choose two.)

  A. User

  B. Menu

  C. Data

  D. System

  Correct Answer: AD

  Explanation: User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by

  Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on.

  References: https://help.mypurecloud.com/articles/call-prompts/

  https://help.mypurecloud.com/articles/user-prompts/

• Question 78:

  In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:

  A. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.

  B. Creating a number-plan to identify premium-rate numbers.

  C. Manually training users to prevent calling premium-rate numbers.

  D. Configuring trunks to identify premium-rate numbers.

  Correct Answer: B

  Explanation: In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based

  on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules.

  References: https://help.mypurecloud.com/articles/about-number-plans/

  https://help.mypurecloud.com/articles/create-a-number-plan/

• Question 79:

  User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

  A. True

  B. False

  Correct Answer: B

  Explanation: The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on

  queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report.

  References: https://help.mypurecloud.com/articles/user-status-detail- report/

  https://help.mypurecloud.com/articles/queue-activity-export-report/

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

• Question 80:

  Genesys Cloud CX tracks metric statistics in __________ minute intervals.

  A. 20

  B. 30

  C. 45

  D. 10

  Correct Answer: D

  Explanation: Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data. For example: Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents. Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count. Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as: Agent performance Queue performance Interaction quality Customer satisfaction Workforce management References: https://help.mypurecloud.com/articles/how-reporting-works/ https://help.mypurecloud.com/articles/performance-dashboards-overview/ https://help.mypurecloud.com/articles/reports-overview/