[Mar 02, 2025] Verified GCP-GCX dumps and 137 unique questions
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NEW QUESTION # 79
Instant messaging costs are significantly less than long-distance phone conversations.
- A. True
- B. False
Answer: A
NEW QUESTION # 80
You can add more than one outbound route to the contact center.
- A. True
- B. False
Answer: A
Explanation:
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/
NEW QUESTION # 81
Why are Divisions important in an organization?
- A. Divisions are used to divide interactions equally between 2 or more queues.
- B. Divisions define which users can be assigned to queues.
- C. Divisions allow the organization to control which roles can be assigned to users.
- D. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
Answer: D
Explanation:
Explanation
Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division. References: https://help.mypurecloud.com/glossary/division/
https://help.mypurecloud.com/articles/about-divisions/
NEW QUESTION # 82
Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
- A. Groups
- B. Queues
- C. People
- D. Workspaces
Answer: D
Explanation:
Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the group. You can create workspaces for different purposes, such as projects, teams, departments, etc. Reference: https://help.mypurecloud.com/articles/about-workspaces/ https://help.mypurecloud.com/articles/create-a-workspace/
NEW QUESTION # 83
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Specify time sets as a matching criteria.
- B. Determine how long to retain recordings and whether to archive or delete them.
- C. Automatically assign an evaluation for all calls over 5 minutes.
- D. Set up a schedule to run a daily report.
- E. Update the Do Not Call list with records that have the appropriate wrap-up code.
Answer: B,C,E
Explanation:
Explanation
Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management.
Policies are rules that automate repetitive quality management tasks based on various criteria and conditions.
Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations. References:
https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/
NEW QUESTION # 84
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
- A. Disable Location Detection
- B. Open Admission
- C. Disable Genesys Cloud CX Login
- D. Password Expiration
Answer: B
NEW QUESTION # 85
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Range
- B. Yes/No
- C. Fill in the blank
- D. Multiple Response
- E. Multiple Choice
Answer: B,D,E
NEW QUESTION # 86
What is the maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace?
- A. 100 MB
- B. No limit
- C. 10 MB
- D. 2 GB
Answer: A
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 # 87
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 88
You cannot add variables to a script.
- A. True
- B. False
Answer: B
NEW QUESTION # 89
In which of these views would you see the amount of time an agent spent in each status?
- A. Agent Status
- B. Agent Performance
- C. Agent Interaction
- D. Agent Queue
Answer: A
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.
NEW QUESTION # 90
Organization setting that can be configured include: Choose 2 answers
- A. invite Links
- B. Default Language
- C. Queue Management
- D. Skill
Answer: A,B
Explanation:
Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. "Invite Links" and "Default Language" are examples of such settings. "Invite Links" allows administrators to control how users are invited to the system, and "Default Language" sets the default language for the user interface, affecting all users unless they have set their own language preference.
NEW QUESTION # 91
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
- A. Long-Term Forecasts
- B. Short-Term Forecasts
- C. Schedules
- D. Forecast simulator
Answer: A,B,C
NEW QUESTION # 92
Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation
- A. True
- B. False
Answer: B
Explanation:
Genesys Cloud CX does not automatically delete exported files from the inbox after a week. Users are responsible for managing their files, including the deletion of exported files when they are no longer needed. This approach gives users control over their data and ensures that important files are not inadvertently lost.
NEW QUESTION # 93
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- B. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- C. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
- D. Have all attendees call you. When all calls are active, click the Start Conference button.
Answer: A,D
NEW QUESTION # 94
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. Agent Metrics Report
- B. User Status Detail Report
- C. Interaction Details Report
- D. Queue Metrics Daily Report
Answer: A
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. Reference: https://help.mypurecloud.com/articles/agent-login-logout-details-report/ https://help.mypurecloud.com/articles/monitor-agent-adherence/
NEW QUESTION # 95
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. ID
- B. Agent Name
- C. Company Name
- D. Organization ID
Answer: D
Explanation:
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. References:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
NEW QUESTION # 96
Select all available options for adding widgets to a performance dashboard. (Choose four.)
- A. Interaction
- B. Text
- C. Grid
- D. Chart
- E. Agent Status
- F. Metric
Answer: B,C,D,F
Explanation:
Explanation
Grid, Text, Metric, and Chart are four available options for adding widgets to a performance dashboard. A widget is a component that displays data in a specific format on a performance dashboard. You can add different types of widgets to customize your dashboard and show the data that you need. The other available options for adding widgets are Agent Status and Web Content. References:
https://help.mypurecloud.com/articles/add-widgets-to-a-performance-dashboard/
https://help.mypurecloud.com/articles/widget-types/
NEW QUESTION # 97
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- B. Running reports during peak hours.
- C. Asking every team member to run and save a copy of the report.
- D. Reviewing and ensuring the usage of scheduled reports.
Answer: A,D
NEW QUESTION # 98
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?
- A. Queues Activity
- B. Performance Dashboard
- C. My Queues Activity
- D. Queue Performance
Answer: A
NEW QUESTION # 99
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