Practice Free GCP-GCX Exam Online Questions
Question #11
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A . Text Chat
- B . AI Chat
- C . Video Chat
- D . Content Management
Correct Answer: B
B
Explanation:
AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX.
Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:
Text Chat
Video Chat
Content Management
Group Messaging
Presence Indicators
AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots.
AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:
Intent Recognition
Entity Extraction
Sentiment Analysis
Conversation Flow
Knowledge Base
Reference:
https://help.mypurecloud.com/articles/collaborate-overview/
https://help.mypurecloud.com/glossary/ai-chat/
B
Explanation:
AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX.
Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:
Text Chat
Video Chat
Content Management
Group Messaging
Presence Indicators
AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots.
AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:
Intent Recognition
Entity Extraction
Sentiment Analysis
Conversation Flow
Knowledge Base
Reference:
https://help.mypurecloud.com/articles/collaborate-overview/
https://help.mypurecloud.com/glossary/ai-chat/
Question #12
Which of the following is used to design and personalize your own working environment, allowing you to configure and store custom views for future use?
- A . Activity
- B . Evaluations
- C . Documents
- D . Workspaces
Correct Answer: D
D
Explanation:
Workspaces in Genesys Cloud CX are customizable environments that allow users to design and personalize their own working area. Users can configure and store custom views, organize widgets and tools according to their specific job functions, and save these configurations for future use. This feature enhances productivity and efficiency by allowing users to tailor their environment to their workflow and access the information they need more quickly and easily.
D
Explanation:
Workspaces in Genesys Cloud CX are customizable environments that allow users to design and personalize their own working area. Users can configure and store custom views, organize widgets and tools according to their specific job functions, and save these configurations for future use. This feature enhances productivity and efficiency by allowing users to tailor their environment to their workflow and access the information they need more quickly and easily.
Question #13
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
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.
Reference:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
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.
Reference:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
Question #14
What type of trunk would you configure to connect to AudioCodes phones?
- A . WebRTC phone trunk
- B . Phone trunk
- C . External trunk
- D . Network interface trunk
Correct Answer: B
B
Explanation:
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A
trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer.
Reference:
https://help.mypurecloud.com/glossary/trunk/
https://help.mypurecloud.com/articles/create-a-phone-trunk/
https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/
B
Explanation:
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A
trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer.
Reference:
https://help.mypurecloud.com/glossary/trunk/
https://help.mypurecloud.com/articles/create-a-phone-trunk/
https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/
Question #15
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A . AI
- B . VR
- C . Digital
- D . Human Capital Management
- E . Workforce Engagement
Correct Answer: ACE
ACE
Explanation:
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc.
Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement
ACE
Explanation:
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc.
Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement
Question #16
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: A, C
A, C
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
A, C
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 #17
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
Correct Answer: C
C
Explanation:
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.
Reference:
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/
C
Explanation:
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.
Reference:
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 #18
All of the following are components of the Communicate Architecture Fundamentals hierarchy. EXCEPT
- A . Organization
- B . Gateway
- C . Sites
- D . Edge Groups
- E . Edge
Correct Answer: B
B
Explanation:
The Communicate Architecture Fundamentals within Genesys Cloud CX include various components that make up the infrastructure and operational hierarchy, such as Organization, Sites, Edge Groups, and Edges. However, "Gateway" is not a component of this hierarchy. Instead, the term might refer to external devices or services that connect different networks or protocols, which is not how Genesys Cloud CX structures its internal architecture.
B
Explanation:
The Communicate Architecture Fundamentals within Genesys Cloud CX include various components that make up the infrastructure and operational hierarchy, such as Organization, Sites, Edge Groups, and Edges. However, "Gateway" is not a component of this hierarchy. Instead, the term might refer to external devices or services that connect different networks or protocols, which is not how Genesys Cloud CX structures its internal architecture.
Question #19
Which of the following best defines the ACD evaluation method Best Available Skills?
- A . Looks for the first available agent and Ignores any skill requirements
- B . A Matches the interaction to the first available agent who has all of the requested skills.
- C . Evaluates the first 100 agents to find the agent with the highest average proficiency rating
- D . The average is calculated using the agent’s proficiency rating for each of the requested skills
Correct Answer: C
C
Explanation:
The Automatic Call Distribution (ACD) evaluation method "Best Available Skills" in Genesys Cloud CX is designed to optimize the matching of interactions to agents based on skill proficiency. This method evaluates the skill proficiency ratings of the first 100 available agents and selects the agent with the highest average proficiency rating across the required skills for the interaction. This approach ensures that the most qualified agent is chosen to handle the interaction, leading to improved customer satisfaction and more efficient resolution of inquiries.
C
Explanation:
The Automatic Call Distribution (ACD) evaluation method "Best Available Skills" in Genesys Cloud CX is designed to optimize the matching of interactions to agents based on skill proficiency. This method evaluates the skill proficiency ratings of the first 100 available agents and selects the agent with the highest average proficiency rating across the required skills for the interaction. This approach ensures that the most qualified agent is chosen to handle the interaction, leading to improved customer satisfaction and more efficient resolution of inquiries.
Question #20
Genesys Cloud CX Voice is __________.
- A . A third-party service that provides external Phone Trunks.
- B . A help bot that is available within Genesys Cloud CX chat.
- C . Another name for Genesys Cloud CX.
- D . An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
Correct Answer: D
D
Explanation:
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure.
Reference:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
D
Explanation:
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure.
Reference:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/