Practice Free GCP-GCX Exam Online Questions
Question #31
Which of the following is not a Quality Management feature?
- A . Evaluation Forms
- B . Policies
- C . Scheduling
- D . Interaction Recording
Correct Answer: C
C
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/
C
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/
Question #32
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
- A . Place and receive both ACD and non-ACD calls.
- B . Place ACD and non-ACD calls, but not receive.
- C . Receive ACD and non-ACD calls, but not place.
- D . Place and receive ACD calls; non-ACD calls can neither be place nor received.
Correct Answer: A
A
Explanation:
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability.
Reference:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/
A
Explanation:
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability.
Reference:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/
Question #33
Which of the following Edge feature contains the built-in remote survivability mode?
- A . SIP gateway
- B . Call broker
- C . SIP proxy
- D . Disaster recovery
Correct Answer: C
C
Explanation:
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
C
Explanation:
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
Question #34
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A . You must know the exact coordinates of the new building.
- B . You must have images of all the users located at the new location.
- C . You must collect general information such as building address, number of floors, location contact information, etc.
- D . You must have the basic profile data for all users at the new location.
- E . You must have Admin rights to Genesys Cloud CX.
Correct Answer: C, E
C, E
Explanation:
Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX.
A location can have various attributes configured to define its behavior and appearance, such as:
Building address
Number of floors
Location contact information
Emergency number
Time zone
Language
Currency
To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization’s account.
Reference:
https://help.mypurecloud.com/articles/location-overview/
https://help.mypurecloud.com/articles/add-a-location/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
C, E
Explanation:
Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX.
A location can have various attributes configured to define its behavior and appearance, such as:
Building address
Number of floors
Location contact information
Emergency number
Time zone
Language
Currency
To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization’s account.
Reference:
https://help.mypurecloud.com/articles/location-overview/
https://help.mypurecloud.com/articles/add-a-location/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
Question #35
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)
- A . Agent Metrics Export Report
- B . Agent Metrics Report
- C . Agent Login-Logout Details Report
- D . Agent Quality Details Report
Correct Answer: A
A
Explanation:
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent.
Reference:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/
A
Explanation:
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent.
Reference:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/
Question #36
Which of the following statements defines a critical question in an Evaluation Form?
- A . Critical questions are used to prioritize questions that are critical to the success of an interaction.
A separate critical score is calculated for critical questions. - B . Critical questions are questions that the agent must answer.
- C . Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
- D . If answered "No", critical questions will result in an evaluation score of zero for the interaction.
Correct Answer: D
D
Explanation:
Reference: https://help.mypurecloud.com/glossary/critical-question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of %20an%20interaction
Critical questions are questions that have a significant impact on the quality of an interaction. If answered “No”, critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards.
Reference:
https://help.mypurecloud.com/articles/create-an-evaluation-form/
https://help.mypurecloud.com/articles/evaluate-interactions/
D
Explanation:
Reference: https://help.mypurecloud.com/glossary/critical-question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of %20an%20interaction
Critical questions are questions that have a significant impact on the quality of an interaction. If answered “No”, critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards.
Reference:
https://help.mypurecloud.com/articles/create-an-evaluation-form/
https://help.mypurecloud.com/articles/evaluate-interactions/
Question #37
Which protocol is used to transport digitized audio?
- A . TLS
- B . TCP
- C . RTP over UDP
- D . SIP over UDP
Correct Answer: C
Question #38
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.
Correct Answer: B
B
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
B
Explanation:
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.
Reference:
https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
Question #39
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A . Dialog boxes
- B . Scripts
- C . Toast pop-ups
- D . IVR prompts
Correct Answer: B
B
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.
Reference:
https://help.mypurecloud.com/glossary/script/
https://help.mypurecloud.com/articles/about-scripts/
B
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.
Reference:
https://help.mypurecloud.com/glossary/script/
https://help.mypurecloud.com/articles/about-scripts/
Question #40
The Utilization feature of Genesys Cloud CX allows administrators to configure: (Choose two.)
- A . The maximum capacity that an agent may handle simultaneously for each supported media type.
- B . The after call work time for each media type.
- C . Time that an agent may spend on each media type.
- D . Media types that can interrupt current interactions that an agent is handling.
Correct Answer: AD