Practice Free GCP-GCX Exam Online Questions
Question #21
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 #22
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 #23
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
- A . 80 calls must be answered every 20 seconds.
- B . 80% of calls must be answered within 20 seconds.
- C . 80% of agents must answer calls within 20 seconds.
- D . 20 chats and calls must be answered in 80 seconds.
Correct Answer: B
B
Explanation:
A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%.
Reference:
https://help.mypurecloud.com/glossary/service-level/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
B
Explanation:
A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%.
Reference:
https://help.mypurecloud.com/glossary/service-level/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
Question #24
Where can DID Numbers be assigned to? Choose 3 answers
- A . External Trunk
- B . Person
- C . Call Flow
- D . Phone
- E . Queue
- F . Edge
Correct Answer: B, C, E
B, C, E
Explanation:
In Genesys Cloud CX, DID (Direct Inward Dialing) numbers can be assigned to various entities within the system to facilitate direct calling. Assignable entities include "Person" (individual users), "Call Flow" (specific call routing configurations), and "Queue" (groups of agents handling specific types of interactions). This assignment flexibility allows for efficient call routing and management, enhancing the caller experience and operational efficiency.
B, C, E
Explanation:
In Genesys Cloud CX, DID (Direct Inward Dialing) numbers can be assigned to various entities within the system to facilitate direct calling. Assignable entities include "Person" (individual users), "Call Flow" (specific call routing configurations), and "Queue" (groups of agents handling specific types of interactions). This assignment flexibility allows for efficient call routing and management, enhancing the caller experience and operational efficiency.
Question #25
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A . Agents
- B . Evaluation Forms
- C . Contact Lists
- D . Campaigns
- E . Dialing Modes
Correct Answer: CDE
CDE
Explanation:
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules.
To create an outbound campaign, you need to configure the following items:
Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.
Reference:
https://help.mypurecloud.com/articles/about-outbound-campaigns/
https://help.mypurecloud.com/articles/create-a-contact-list/
https://help.mypurecloud.com/articles/create-a-campaign/
https://help.mypurecloud.com/articles/dialing-modes-overview/
CDE
Explanation:
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules.
To create an outbound campaign, you need to configure the following items:
Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.
Reference:
https://help.mypurecloud.com/articles/about-outbound-campaigns/
https://help.mypurecloud.com/articles/create-a-contact-list/
https://help.mypurecloud.com/articles/create-a-campaign/
https://help.mypurecloud.com/articles/dialing-modes-overview/
Question #26
Organizations with Communicate licenses can set up basic IVR with inbound call flow
- A . True
- B . False
Correct Answer: A
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.
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.
Question #27
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone’s settings in Genesys Cloud CX to a physical phone?
- A . Phone model
- B . Base settings
- C . Phone name
- D . Hardware ID (MAC address)
Correct Answer: B
B
Explanation:
The hardware ID (MAC address) is what binds the phone’s settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-phones/
https://help.mypurecloud.com/articles/add-a-phone/
B
Explanation:
The hardware ID (MAC address) is what binds the phone’s settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-phones/
https://help.mypurecloud.com/articles/add-a-phone/
Question #28
What is the maximum limit for creating performance dashboards for private users?
- A . 10
- B . 15
- C . 20
- D . 25
Correct Answer: A
A
Explanation:
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50.
Reference:
https://help.mypurecloud.com/articles/about-performance-dashboards/
https://help.mypurecloud.com/articles/create-a-performance-dashboard/
A
Explanation:
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50.
Reference:
https://help.mypurecloud.com/articles/about-performance-dashboards/
https://help.mypurecloud.com/articles/create-a-performance-dashboard/
Question #29
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/
Question #30
Which of the following types of interactions can be configured for Recording Policies?
- A . Call
- B . Chat
- C . Email
- D . Message
- E . All of the above
Correct Answer: E
E
Explanation:
Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_irpe/desktop/edit_initiation_policy_step_3.htm
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc.
Reference:
https://help.mypurecloud.com/articles/about-recording-policies/
https://help.mypurecloud.com/articles/create-a-recording-policy/
E
Explanation:
Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_irpe/desktop/edit_initiation_policy_step_3.htm
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc.
Reference:
https://help.mypurecloud.com/articles/about-recording-policies/
https://help.mypurecloud.com/articles/create-a-recording-policy/