Genesys Genesys Certifications GCP-GCX Questions & Answers

• Question 81:

  Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.

  In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

  A. Place and receive both ACD and non-ACD calls.

  B. Place ACD and non-ACD calls, but not receive.

  C. Receive ACD and non-ACD calls, but not place.

  D. Place and receive ACD calls; non-ACD calls can neither be place nor received.

  Correct Answer: A

  Explanation: Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD

  and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or

  availability.

  References:

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

  https://help.mypurecloud.com/articles/edge-redundancy/

• Question 82:

  You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.

  Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?

  A. Resend the invite.

  B. Add John to Genesys Cloud CX again so that a new invitation will be generated.

  C. Submit a ticket to Genesys Cloud CX support.

  D. Tell John to be patient and wait for the email to arrive.

  Correct Answer: A

  Explanation: The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's

  email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin.

  References:

  https://help.mypurecloud.com/articles/add-a-user/

  https://help.mypurecloud.com/articles/resend-an-invitation-email/

• Question 83:

  Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

  A. Dialog boxes

  B. Scripts

  C. Toast pop-ups

  D. IVR prompts

  Correct Answer: B

  Explanation: Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with

  customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction.

  References:

  https://help.mypurecloud.com/glossary/script/

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

• Question 84:

  _________ binds the numbering plan with the trunk.

  A. Inbound route

  B. Outbound route

  C. Edge

  D. Edge Group

  Correct Answer: B

  Explanation: Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as: Numbering plan Trunk Classification Priority An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification. References: https://help.mypurecloud.com/glossary/outbound-route/ https://help.mypurecloud.com/articles/add-an-outbound-route/

• Question 85:

  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

  Correct Answer: D

  Explanation: IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide

  callers with information, options, or self-service functions without requiring an agent's assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent

  support.

  References:

  https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/

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

• Question 86:

  Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

  A. The DID number and extension are not listed in the DID or extension pools.

  B. The DID number and extension are considered the same numbers and entered into the same phone.

  C. The user does not have the proper license type, roles, and permissions.

  D. The DID number and the extension do not have the same last 4 digits.

  Correct Answer: AC

  Explanation: The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID

  number or extension in Genesys Cloud CX Telephony Admin menu.

  A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu. An extension is a short internal number that allows users to reach each other within an

  organization without dialing a full phone number. A DID pool is a collection of DID numbers that are available for assignment to users or queues.

  An extension pool is a collection of extensions that are available for assignment to users.

  To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID

  number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their

  assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines

  what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate ,

  etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them.

• Question 87:

  How do you represent your organization when you contact the Genesys Cloud CX support team?

  A. Organization ID

  B. Company Name

  C. Agent Name

  D. ID

  Correct Answer: A

  Explanation: Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX.

  Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization

  Settings in Genesys Cloud CX window.

  References:

  https://help.mypurecloud.com/articles/organization-id/

  https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/

• Question 88:

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

  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: C

  The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as:

  Service level

  Abandon rate

  Average speed of answer Average handle time

  Interaction volume

  The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents 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.

  Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu . You can see the historical values of various metrics by using the date filter or the pre-set day filter.

  Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues.

  Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues.

  Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues.

  Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues.

  References: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ https://help.mypurecloud.com/articles/performance-dashboards-overview/ https://help.mypurecloud.com/articles/queues-views-overview/

• Question 89:

  If you have not configured an email address to report issues to, Genesys Cloud CX:

  A. Automatically creates an email address and routes all such emails to this address.

  B. Does not route the emails to any email address.

  C. Sends the emails to anyone who has the admin role assigned in your organization.

  D. Collects such emails and stores it until an email address to report issues is configured.

  Correct Answer: B

  Explanation: If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about

  Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor.

  References: https://help.mypurecloud.com/articles/configure-an-email- address-to-report-issues/

  https://help.mypurecloud.com/articles/report-an-issue-or-provide- feedback/

• Question 90:

  Which of the following statements about WebRTC phones is incorrect?

  A. Genesys Cloud CX WebRTC phone runs in the browser.

  B. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.

  C. It is assigned to a specific user and only that user has permission to use the phone.

  D. A WebRTC phone can be used even when disconnected from the Cloud.

  Correct Answer: D

  Reference: https://help.mypurecloud.com/articles/troubleshoot-genesys-cloud-webrtc- phone/

  The statement that a WebRTC phone can be used even when disconnected from the cloud is incorrect. A WebRTC phone is a browser-based phone that runs in a supported web browser and connects to Genesys Cloud CX cloud services

  via WebRTC protocol. A WebRTC phone does not require any additional hardware or software apart from a supported browser and a headset or microphone/speaker device. However, a WebRTC phone cannot be used when disconnected

  from the cloud because it relies on an internet connection to communicate with Genesys Cloud CX.

  References:

  https://help.mypurecloud.com/articles/about-webrtc-phones/

  https://help.mypurecloud.com/articles/webrtc-phone-limitations/