Practice Free GCP-GCX Exam Online Questions
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A . Languages
- B . Medians
- C . Skills
- D . Index Ratings
- E . Knowledge levels
WebRTC phones require all hardware and software to be properly installed.
- A . True
- B . False
Which of the following statements are true? (Choose three.)
- A . A queue report only counts interactions handled by an agent.
- B . An Abandon is an interaction that disconnects before an agent handles it.
- C . An agent-based report counts any interactions an agent worked with.
- D . Each report contains a predefined set of metrics.
- E . Reports once created cannot be configured.
BCD
10 1. The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
Which feature in Genesys Cloud allows managers and supervisors to view both historical and real-time metrics for agents, queues, and interactions?
- A . Static Exports
- B . Dynamic Views
- C . Scheduled Exports
- D . Alert Rules
Organizations with a single Communicate license can set up basic call routing.
- A . True
- B . False
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
- A . Average Handle Time
- B . Average Speed of Answer
- C . After Call Work
- D . Average Talk Time
Individual versions of reports that have already been run cannot be deleted.
- A . Tue
- B . False
Agents inconsistently apply wrap-up codes to product defect reports, making it difficult to track these interactions .
Which configuration change would enforce consistent wrap-up code usage for these cases?
- A . Limit the available wrap-up codes for product return queues by using wrap-up code mappings.
- B . Assign a default wrap-up code of "Product Defect Reported" to all calls in the product support queue.
- C . Allow agents to select from a broader set of wrap-up codes and require them to explain their choice in call notes.
- D . Periodically audit and correct wrap-up code assignments manually instead of enforcing system rules.
Which dialing mode reduces the risk of an abandon?
- A . Power
- B . Progressive
- C . Agentless
Which of the following components can be added to scripts? (Choose four.)
- A . Visual Basic Control
- B . Text
- C . Call Flow
- D . Checkbox
- E . Web Page
- F . Image