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The GCP-GCX exam is a comprehensive test that covers a wide range of topics related to the Genesys Cloud CX platform. These topics include customer engagement, call routing, reporting and analytics, and more. GCP-GCX exam is designed to be challenging, but it is also fair and transparent. Candidates who pass the exam will have demonstrated a high level of expertise in the use of the Genesys Cloud CX platform.
Genesys GCP-GCX or the Genesys Cloud CX Certified Professional-Consolidated Exam is designed to validate the skills and knowledge of professionals who are interested in working with Genesys Cloud CX platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam covers various aspects of Genesys Cloud CX, including contact center management, routing, reporting, and analytics. GCP-GCX exam is intended for individuals who want to become proficient in managing Genesys Cloud CX and provide top-notch customer service to their clients.
The GCP-GCX certification exam covers multiple topics such as the Genesys Cloud CX architecture, routing, interaction flows, reporting, and analytics. GCP-GCX exam consists of 60 multiple-choice questions that must be answered within 90 minutes. GCP-GCX exam is available in English, Japanese, French, and German, and it is administered by Pearson VUE. Additionally, the exam can be taken online or in-person at one of the authorized testing centers.
NEW QUESTION # 19
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
Answer: A
NEW QUESTION # 20
Which of the following is not a Quality Management feature?
- A. Policies
- B. Scheduling
- C. Evaluation Forms
- D. Interaction Recording
Answer: B
Explanation:
Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc. Reference: https://help.mypurecloud.com/articles/about-quality-management/ https://help.mypurecloud.com/articles/quality-management-overview/
NEW QUESTION # 21
Which options can be configured when setting up a queue? (Choose two.)
- A. Utilization
- B. Wrap-up Codes
- C. Inbound Flows
- D. ACD Skills
- E. Alerting Timeout
Answer: D,E
NEW QUESTION # 22
Which dialing mode allows the agent to see customer information before dialing?
- A. Progressive
- B. Preview
- C. Predictive
- D. Power
Answer: B
Explanation:
In Genesys Cloud CX, the Preview dialing mode is specifically designed to allow agents to review customer information before initiating the call. This mode presents the agent with customer details and relevant context before the dialing process begins, enabling the agent to prepare for the interaction and tailor their approach based on the customer's history and needs. This preparation can lead to more personalized and effective customer engagements.
NEW QUESTION # 23
Which of the following statements about scripts is true?
- A. Scripts are only used to configure flows when setting up Architect.
- B. Scripts may be used for outbound dialing campaigns only.
- C. Scripts can be used in all types of interactions.
- D. Scripts can be used for inbound interactions only.
Answer: C
Explanation:
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. Reference: https://help.mypurecloud.com/articles/about-scripts/ https://help.mypurecloud.com/articles/create-a-script/
NEW QUESTION # 24
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Architect
- B. Automatic Call Distribution
- C. Emergency Groups
- D. Scheduling
Answer: B
NEW QUESTION # 25
Which feature enables a voice interaction to interrupt an email interaction?
- A. ACD Skills
- B. Scripts
- C. Emergency Routing
- D. Utilization
Answer: D
Explanation:
Explanation
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent's time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization. References:
https://help.mypurecloud.com/articles/utilization/
https://help.mypurecloud.com/articles/understand-how-email-interactions-work/
NEW QUESTION # 26
Organizations with Communicate licenses can set up basic IVR with inbound call flow
- A. True
- B. False
Answer: A
Explanation:
Organizations with Communicate licenses in Genesys Cloud CX have the capability to set up basic Interactive Voice Response (IVR) systems as part of their inbound call flows. This allows for the creation of automated menus and routing options that can direct callers to the appropriate department or information, enhancing the efficiency of call handling and improving the caller experience.
NEW QUESTION # 27
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. Configuring trunks to identify premium-rate numbers.
- C. Creating a number-plan to identify premium-rate numbers.
- D. Manually training users to prevent calling premium-rate numbers.
Answer: C
NEW QUESTION # 28
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
Explanation
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 29
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. True
- B. False
Answer: B
Explanation:
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. Reference: 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/
NEW QUESTION # 30
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. IVR prompts
- B. Toast pop-ups
- C. Dialog boxes
- D. Scripts
Answer: D
Explanation:
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/
NEW QUESTION # 31
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. User
- B. admin
- C. employee
- D. Supervisor
Answer: B
Explanation:
Explanation
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/admin-role/
https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
NEW QUESTION # 32
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?
- A. Performance Dashboard
- B. Queue Performance
- C. Queues Activity
- D. My Queues Activity
Answer: C
NEW QUESTION # 33
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
- A. Schedules
- B. Short-Term Forecasts
- C. Forecast simulator
- D. Long-Term Forecasts
Answer: A,B,D
Explanation:
Reference:
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends. Reference: https://help.mypurecloud.com/articles/create-a-short-term-forecast/ https://help.mypurecloud.com/articles/create-and-manage-schedules/ https://help.mypurecloud.com/articles/create-a-long-term-forecast/
NEW QUESTION # 34
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A. Activity
- B. Documents
- C. Directory
- D. Workspaces
Answer: A
NEW QUESTION # 35
Alerts that have been read are not included in the alert count, even if they are still active.
- A. True
- B. False
Answer: A
NEW QUESTION # 36
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