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GCP-GCX
Genesys Cloud CX Certified Professional - Consolidated Exam Questions and Answers

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Viewing questions 31-40 out of questions

Questions # 31:

Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

Options:

Language

Roles

Skills

Queue

Answer

A, C

Explanation

Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires. References: https://help.mypurecloud.com/articles/about-acd-skills/ https://help.mypurecloud.com/articles/add-skills-to-a-user/

Questions # 32:

Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

Options:

Public Interface Services

Core Services

Communication Services

Application Services

Answer

Explanation

[Reference: https://help.mypurecloud.com/articles/about-the-genesys-cloud-platform/#:~:text=Core%20Services%20power%20the%20building,%2C%20agent%20assignment%2C%20and%20more.&text=Contact%20between%20individuals%20and%20groups%20are%20handled%20by%20the%20Communication%20Services, Core Services is the platform component that manages account configuration, directory search, user membership, phone call routing, and agent assignment in Genesys Cloud CX. Core Services is a set of services that provide essential functionality and data for Genesys Cloud CX applications and integrations. Core Services include various features and functions, such as:, Account configuration, Directory search, User membership, Phone call routing, Agent assignment, Presence management, Notifications, Authentication, Authorization, Billing, Some other platform components of Genesys Cloud CX are Public Interface Services, Communication Services, Application Services, etc. References: https://help.mypurecloud.com/articles/platform-overview/ https://help.mypurecloud.com/articles/core-services-overview/, ]

Questions # 33:

What is the distinguishing feature between queues and groups?

Options:

Queues can have agents as members, while groups cannot.

Both queues and groups have the same ACD capabilities.

Unlike groups, queues allow for more complex scenarios like skill-based routing.

Queues can be used in Architect flows, while groups cannot.

Answer

Explanation

Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. References: https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/

Questions # 34:

Unused reports need to be disabled manually to prevent unnecessary load on the system.

Options:

True

False

Answer

Explanation

Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. References: https://help.mypurecloud.com/articles/about-reports/ https://help.mypurecloud.com/articles/disable-and-enable-reports/

Questions # 35:

Under which container is Queue available?

Options:

Contact Center

Telephony

Integration

Routing

Answer

Questions # 36:

Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.

Which of the following options would help him perform his task?

Options:

Documents

Options:

True

False

Answer

Explanation

You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. References: https://help.mypurecloud.com/articles/add-an-outbound-route/ https://help.mypurecloud.com/articles/outbound-routes-overview/

Questions # 38:

Select the features available in Genesys Cloud CX Architect. (Choose three.)

Options:

Play pre-recorded messages

Convert text to speech

Configure queues

Create skills

Receive and route calls

Answer

A, B, E

Explanation

Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc. References: https://help.mypurecloud.com/articles/about-architect/ https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/

Questions # 39:

In which of these views would you see the amount of time an agent spent in each status?

Options:

Agent Interaction

Agent Queue

Agent Status

Agent Performance

Answer

Explanation

The Agent Status view in Genesys Cloud CX is designed to show detailed information about an agent's status over time, including the amount of time spent in each status such as Available, Busy, Away, etc. This view provides insights into how agents are allocating their time, which can be crucial for understanding productivity, identifying bottlenecks, and making informed staffing decisions.

Questions # 40:

Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)

Options:

Internet Explorer

Firefox

Chrome

Safari

Opera

Answer

B, C

Explanation

Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chrome are the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality. Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/supported-browsers/ https://help.mypurecloud.com/articles/browser-limitations/

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