Practice Free GCP-GCX Exam Online Questions
Question #1
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
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.
Reference:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/
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.
Reference:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/
Question #2
Which report displays the length of each session for one or more agents over a specified period of time?
- A . Agent Activity Summary Report
- B . Agent Metrics Report
- C . Agent Login-Logout Details Report
- D . Agent Quality Details Report
Correct Answer: C
C
Explanation:
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant’s standard time zone. If an agent logs in to multiple DNs, the duration of the agent’s overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Conduct
Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu.
You can also customize the report by setting various parameters, such as:
Pre-set Day Filter
Report Date
Agent Group
Agent
Media Type
Reference:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
C
Explanation:
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant’s standard time zone. If an agent logs in to multiple DNs, the duration of the agent’s overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Conduct
Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu.
You can also customize the report by setting various parameters, such as:
Pre-set Day Filter
Report Date
Agent Group
Agent
Media Type
Reference:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
Question #3
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 . 8
- B . 6
- C . 4
- D . 2
Correct Answer: A
A
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.
Reference: https://help.mypurecloud.com/articles/bullseye-routing/
A
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.
Reference: https://help.mypurecloud.com/articles/bullseye-routing/
Question #4
Genesys Cloud CX Collaborate supports video chat with upto_____people simultaneously
- A . 8
- B . 10
- C . 12
- D . 14
Correct Answer: C
Question #5
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
- A . Short-Term Forecasts
- B . Schedules
- C . Long-Term Forecasts
- D . Forecast simulator
Correct Answer: A, B, C
A, B, C
Explanation:
Reference: https://help.mypurecloud.com/articles/workforce-management/
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/
A, B, C
Explanation:
Reference: https://help.mypurecloud.com/articles/workforce-management/
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/
Question #6
Which of the following statements is true regarding default language selection on the Organization Settings page?
- A . Default language is related to the organization’s language settings.
- B . Default language is not related to the organization’s language settings.
- C . Default language is the same as the organization’s language.
- D . Default language, once selected, cannot be changed directly by the user.
Correct Answer: B
Question #7
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A . Play pre-recorded messages
- B . Convert text to speech
- C . Configure queues
- D . Create skills
- E . Receive and route calls
Correct Answer: ABE
ABE
Explanation:
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc.
Reference:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
ABE
Explanation:
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc.
Reference:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
Question #8
A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented
- A . True
- B . False
Correct Answer: A
A
Explanation:
Dynamic reports in Genesys Cloud CX are indeed customizable, allowing users to select the specific data and metrics they wish to include in the report and to determine how this information is presented. This feature provides flexibility and personalization in reporting, enabling users to focus on the information that is most relevant to their roles and objectives, thereby enhancing the analysis and decision-making process.
A
Explanation:
Dynamic reports in Genesys Cloud CX are indeed customizable, allowing users to select the specific data and metrics they wish to include in the report and to determine how this information is presented. This feature provides flexibility and personalization in reporting, enabling users to focus on the information that is most relevant to their roles and objectives, thereby enhancing the analysis and decision-making process.
Question #9
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
Correct Answer: D
D
Explanation:
Reference: https://help.mypurecloud.com/articles/agents-interactions-detail-view/
Agents Interactions Detail is a view that can help Eva identify agent performance issues with interactions that set a specific wrap-up code in one or multiple queues. This view shows various metrics and details related to agent interactions, such as queue name, media type, direction, duration, wrap-up code, etc. Eva can filter this view by date range, queue name, media type, and wrap-up code to see the interactions that match her criteria.
Reference:
https://help.mypurecloud.com/articles/agents-interactions-detail-view/
https://help.mypurecloud.com/articles/filter-views/
D
Explanation:
Reference: https://help.mypurecloud.com/articles/agents-interactions-detail-view/
Agents Interactions Detail is a view that can help Eva identify agent performance issues with interactions that set a specific wrap-up code in one or multiple queues. This view shows various metrics and details related to agent interactions, such as queue name, media type, direction, duration, wrap-up code, etc. Eva can filter this view by date range, queue name, media type, and wrap-up code to see the interactions that match her criteria.
Reference:
https://help.mypurecloud.com/articles/agents-interactions-detail-view/
https://help.mypurecloud.com/articles/filter-views/
Question #10
What is the maximum tile size that can be uploaded onto Genesys Cloud CX’s Workspace?
- A . 10 MB
- B . 100 MB
- C . 2GB
- D . No limit
Correct Answer: C