Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 71:

  Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated. What terminology is used to describe such calls?

  A. IVR
  B. Abandon
  C. Flow-outs
  D. Disconnect
  C. Flow-outs

  ---

  Flow-outs is the terminology used to describe calls that enter and exit the queue without being handled or terminated in Genesys Cloud CX Performance menu. A flow-out is a call that was offered to a queue or an agent group, but exited the queue or the agent group before reaching an agent or being abandoned by the caller. A flow-out can occur for various reasons, such as:

  The call was transferred to another queue or resource group by a routing strategy The call was transferred to voicemail after a timeout by a routing strategy The call was handled by an IVR or a bot without reaching an agent Flow-outs can affect various metrics in Genesys Cloud CX Performance menu , such as :

  Flow-out Count : The number of calls that flowed out of a queue or an agent group during a specified period of time .

  Flow-out Rate : The percentage of calls that flowed out of a queue or an agent group during a specified period of time .

  Service Level : The percentage of calls that were answered within a target time threshold during a specified period of time .

  References: https://help.mypurecloud.com/glossary/flow-out/

  https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the- answered-plus-abandoned-metrics/

• Question 72:

  Which Genesys Cloud CX feature is responsible for the routing capabilities present in the platform?

  A. Automatic Call Distribution
  B. Workforce Management
  C. Outbound Campaigns
  D. Scripts
  A. Automatic Call Distribution

• Question 73:

  Which of the following statements are true? (Choose three.)

  A. A queue report only counts interactions handled by an agent.
  B. An Abandon is an interaction that disconnects before an agent handles it.
  C. An agent-based report counts any interactions an agent worked with.
  D. Each report contains a predefined set of metrics.
  E. Reports once created cannot be configured.
  A. A queue report only counts interactions handled by an agent.
  B. An Abandon is an interaction that disconnects before an agent handles it.
  D. Each report contains a predefined set of metrics.

  ---

  A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports 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

  Some true statements about reports are:

  A queue report only counts interactions that spent time in the queue, but an agent- based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:

  An Abandon is an interaction that disconnects before an agent handles it. This means that the interaction was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:

  Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:

  Some false statements about reports are:

  Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:

  Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :

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

  https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by- design/

  https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always- equal-the-answered-plus-abandoned-metrics/

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

• Question 74:

  You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

  A. True
  B. False
  B. False

  ---

  You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that receive feedback messages from users who view content

  items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create feedback email groups and assign them to content items or categories based on your needs.

  References: https://help.mypurecloud.com/articles/content-management-overview/

  https://help.mypurecloud.com/articles/create-a-feedback-email-group/

  https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or- category/

• Question 75:

  Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

  A. Public Interface Services
  B. Core Services
  C. Communication Services
  D. Application Services
  B. Core Services

  ---

  Core Services is the platform component that manages account configuration, directory search, user membership, phone call routing, and agent assignment in Genesys Cloud CX. Core Services is a set of services that provide essential functionality and data for Genesys Cloud CX applications and integrations. Core Services include various features and functions, such as:

  Account configuration Directory search User membership Phone call routing Agent assignment Presence management Notifications Authentication Authorization Billing

  Some other platform components of Genesys Cloud CX are Public Interface Services, Communication Services, Application Services, etc.

• Question 76:

  Your contact center wants to track the outcome of calls and chats.

  What can be configured within Genesys Cloud CX to provide this functionality?

  A. Account Codes
  B. Wrap-up Codes
  C. Resolution Codes
  D. Status
  B. Wrap-up Codes

• Question 77:

  A Branch Site can be converted to a Core Site when:

  A. The option "Change to Core Site" is selected.
  B. An Edge is assigned to the Branch Site.
  C. An existing Core Site is demoted to a Branch Site.
  D. The Location assigned to the Branch Site is deleted.
  B. An Edge is assigned to the Branch Site.

• Question 78:

  Once you create a custom field on your profile, it cannot be deleted from the Admin interface.

  A. True
  B. False
  A. True

• Question 79:

  Which of the following Edge features provides client and server-side call matching?

  A. SIP gateway
  B. SIP proxy
  C. Media server
  D. Call broker
  B. SIP proxy

• Question 80:

  Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

  A. True
  B. False
  A. True

  ---

  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/