Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 81:

  Select the correct Telephony Connection Options from the list: (Choose three.)

  A. Genesys Cloud CX Voice
  B. BYOC Cloud
  C. External Gateway
  D. AWS Bridge
  E. BYOC Premises
  A. Genesys Cloud CX Voice
  B. BYOC Cloud
  E. BYOC Premises

• Question 82:

  Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.

  Which of the following views can help Eva identify such issues?

  A. Agents Wrap-Up Interval Detail
  B. Agents Schedule Detail
  C. Agents Evaluation Detail
  D. Agents Interactions Detail
  A. Agents Wrap-Up Interval Detail

• Question 83:

  Which of the following are AND Evaluation Methods? (Choose three.)

  A. All skills matching
  B. Best available skills
  C. Bullseye matching
  D. Disregard skills
  E. Agent availability
  A. All skills matching
  B. Best available skills
  D. Disregard skills

• Question 84:

  What is a major advantage of the Genesys Cloud CX environment being a collection of microservices?

  A. Easier to isolate and correct bugs
  B. Distributed data management
  C. Increased scalability and exibility
  C. Increased scalability and exibility

• Question 85:

  Which ACD evaluation method distributes interactions to the highest-skilled agents but relaxes requirements over time?

  A. Disregard Skills
  B. Bullseye Routing
  C. Best Available Skills
  D. All Skills Matching
  B. Bullseye Routing

  ---

  Bullseye routing expands outward through "rings," relaxing skill requirements at each ring to widen the candidate agent pool.

• Question 86:

  Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.

  What steps should you take to update her reporting structure in Genesys Cloud CX?

  A. Do nothing. Genesys Cloud CX will update everything automatically.
  B. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
  C. Update her peers. Genesys Cloud CX will then update her manager automatically.
  D. Update her manager and her peers in her profile.
  B. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.

  ---

  The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager.

  References:

  https://help.mypurecloud.com/articles/change-a-users-manager/

  https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/

• Question 87:

  The ________________ for iOS leverages the form factor of iOS tablets to help supervisors, managers, and executives make faster, more effective managerial and operational decisions.

  A. Genesys Cloud CX Supervisor
  B. Genesys Cloud CX Hub
  C. Genesys Cloud CX TaskManager
  D. Genesys Cloud CX Social Media Analyzer
  A. Genesys Cloud CX Supervisor

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

  ---

  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:

  Which of the following statements about scripts is true?

  A. Scripts can be used for inbound interactions only.
  B. Scripts are only used to configure flows when setting up Architect.
  C. Scripts can be used in all types of interactions.
  D. Scripts may be used for outbound dialing campaigns only.
  C. Scripts can be used in all types of interactions.

  ---

  Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc.

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

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

• Question 90:

  Reports scheduled for Recurrence: Daily are automatically disabled if they are not downloaded for _______

  A. 14 days
  B. 90 days
  C. 7 days
  D. 30 days
  A. 14 days