Free GCP-GCX Exam Braindumps - New 2025 Genesys Pratice Exam
Practice Test for GCP-GCX Certification Real 2025 Mock Exam
NEW QUESTION # 49
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 have Admin rights to Genesys Cloud CX.
- B. You must have the basic profile data for all users at the new location.
- C. You must know the exact coordinates of the new building.
- D. You must have images of all the users located at the new location.
- E. You must collect general information such as building address, number of floors, location contact information, etc.
Answer: A,E
NEW QUESTION # 50
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
- A. Queue Metrics Daily Report
- B. Interaction Details Report
- C. User Status Detail Report
- D. Agent Metrics Report
Answer: D
Explanation:
Explanation
The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence. References:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
NEW QUESTION # 51
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Admin > Contact Center
- B. Admin > Quality
- C. Performance > Workspace > Dashboards
- D. Performance > Overview (Evaluations)
Answer: D
NEW QUESTION # 52
What is the maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace?
- A. No limit
- B. 10 MB
- C. 100 MB
- D. 2 GB
Answer: C
Explanation:
In the Genesys Cloud CX platform, when uploading content such as images, documents, or other files to the Workspace, there is a size limit to ensure optimal performance and usability. The maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace is 100 MB. This limit is set to balance the need for detailed, high-quality content with the platform's performance and storage considerations, ensuring that users can access and share necessary resources efficiently without compromising the system's responsiveness.
NEW QUESTION # 53
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
- A. Yes
- B. No
Answer: B
Explanation:
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
An interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
Offered count
Answered count
Abandoned count
Transfer count
NEW QUESTION # 54
Which of the following statements is NOT true regarding numbering plan?
- A. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- B. Numbering plan is also known as a dial plan.
- C. Numbering plan can be added or modified based on the organizational requirements.
- D. It has to be created manually.
Answer: D
Explanation:
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:
How many digits are required to dial a destination number
Which digits are used to identify a country code, area code, or extension Which digits are used to access an outside line or an operator Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu . Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . Reference: https://help.mypurecloud.com/articles/number-plan-information/ https://help.mypurecloud.com/articles/add-number-plan/
NEW QUESTION # 55
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Android
- B. iOS
- C. Windows 10 Mobile
- D. Harmony OS
Answer: A,B
Explanation:
Explanation
iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications.
Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more. References: https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/
https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/
NEW QUESTION # 56
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?
- A. Genesys Cloud CX User
- B. Genesys Cloud CX Reporting
- C. Genesys Cloud CX Supervisor
- D. Genesys Cloud CX Admin
Answer: C
Explanation:
Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.
NEW QUESTION # 57
Genesys Cloud CX comes with a predefined set of number plans and outbound routes - Users cannot customize new number plans and outbound routes.
- A. False
- B. True
Answer: A
Explanation:
Genesys Cloud CX provides the flexibility to customize telephony configurations, including the creation of new number plans and outbound routes. This allows organizations to tailor their telephony setup to their specific operational needs and call routing strategies, ensuring optimal call management and efficiency.
NEW QUESTION # 58
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 multiple choice questions that have a higher weightage than non-critical questions.
- C. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
- D. Critical questions are questions that the agent must answer.
Answer: C
Explanation:
Reference:
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/
NEW QUESTION # 59
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Partial
- B. Read-Only
- C. Full Access
- D. Write-Only
- E. Contributor
- F. Collaborator
Answer: B,C,E
NEW QUESTION # 60
To assign extensions to users, you must first __________.
- A. Assign the extension to the user's phone.
- B. Create a pool of extensions.
- C. Buy the extension number from the carrier.
- D. Add the extension to the dial plan.
Answer: B
Explanation:
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/ https://help.mypurecloud.com/articles/assign-extensions-to-users/
NEW QUESTION # 61
Under which container is Queue available?
- A. Contact Center
- B. Routing
- C. Integration
- D. Telephony
Answer: B
Explanation:
Explanation
Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window. References: https://help.mypurecloud.com/articles/routing-overview/
https://help.mypurecloud.com/articles/admin-menu-overview/
NEW QUESTION # 62
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
Answer: B
Explanation:
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. References:
https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/
NEW QUESTION # 63
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. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
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. References: https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 64
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