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NEW QUESTION # 45
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Quality Details Report
- B. Agent Login-Logout Details Report
- C. Agent Activity Summary Report
- D. Agent Metrics Report
Answer: B
NEW QUESTION # 46
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Configure queues
- B. Create skills
- C. Receive and route calls
- D. Convert text to speech
- E. Play pre-recorded messages
Answer: C,D,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. Reference: https://help.mypurecloud.com/articles/about-architect/ https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
NEW QUESTION # 47
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
Explanation:
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A number 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 number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/number-plan-information/ https://help.mypurecloud.com/articles/add-number-plan/ https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
NEW QUESTION # 48
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. True
- B. False
Answer: A
NEW QUESTION # 49
Why are Divisions important in an organization?
- A. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- 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 are used to divide interactions equally between 2 or more queues.
Answer: A
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. Reference: https://help.mypurecloud.com/glossary/division/ https://help.mypurecloud.com/articles/about-divisions/
NEW QUESTION # 50
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
Answer: A
NEW QUESTION # 51
Alerts that have been read are not included in the alert count, even if they are still active.
- A. True
- B. False
Answer: A
NEW QUESTION # 52
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. True
- B. False
Answer: A
Explanation:
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more. Reference: https://help.mypurecloud.com/articles/about-salesforce-integration/ https://help.mypurecloud.com/articles/about-zendesk-integration/
NEW QUESTION # 53
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report. References: https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 54
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Disregard skills
- B. Agent availability
- C. Bullseye matching
- D. All skills matching
- E. Best available skills
Answer: C,D,E
Explanation:
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction. There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Reference: https://help.mypurecloud.com/articles/evaluation-methods/ https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 55
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
NEW QUESTION # 56
To assign extensions to users, you must first __________.
- A. Create a pool of extensions.
- B. Assign the extension to the user's phone.
- C. Buy the extension number from the carrier.
- D. Add the extension to the dial plan.
Answer: A
Explanation:
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. References: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/
https://help.mypurecloud.com/articles/assign-extensions-to-users/
NEW QUESTION # 57
In which of these views would you see the amount of time an agent spent in each status?
- A. Agent Status
- B. Agent Queue
- C. Agent Interaction
- D. Agent Performance
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 # 58
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
- A. TLS
- B. SIP
- C. The default protocol
- D. TCP
- E. UDP
Answer: A,D,E
Explanation:
TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. The protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure communication. Reference: https://help.mypurecloud.com/articles/external-trunk-settings/ https://doc.didww.com/integrations/genesys/index.html
NEW QUESTION # 59
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. Queue Metrics Daily Report
- D. Interaction Details Report
Answer: A
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 # 60
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
* Interaction volume
* Interaction quality
* Interaction outcomes
* Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
* You can customize the interaction view by using various filters and columns to show only certain data.
For example, you can choose to show only certain columns or filter to see certain types of interactions.
You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
* Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
References: https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/
NEW QUESTION # 61
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. Performance Dashboard
- B. Queues Activity
- C. Queue Performance
- D. My Queues Activity
Answer: B
NEW QUESTION # 62
Which of the following is used to design and personalize your own working environment, allowing you to configure and store custom views for future use?
- A. Evaluations
- B. Workspaces
- C. Documents
- D. Activity
Answer: B
Explanation:
Workspaces in Genesys Cloud CX are customizable environments that allow users to design and personalize their own working area. Users can configure and store custom views, organize widgets and tools according to their specific job functions, and save these configurations for future use. This feature enhances productivity and efficiency by allowing users to tailor their environment to their workflow and access the information they need more quickly and easily.
NEW QUESTION # 63
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. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- B. Update her peers. Genesys Cloud CX will then update her manager automatically.
- C. Update her manager and her peers in her profile.
- D. Do nothing. Genesys Cloud CX will update everything automatically.
Answer: A
Explanation:
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.
References: https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
NEW QUESTION # 64
Which of the following types of interactions can be configured for Recording Policies?
- A. Message
- B. Chat
- C. Email
- D. Call
- E. All of the above
Answer: E
NEW QUESTION # 65
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Base Settings
- B. Admin > Telephone > Phone Management > Phones
- C. Admin > Telephone > Phone Management > Calls
Answer: A
Explanation:
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:
Phone model
Firmware version
Line keys
Soft keys
Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. Reference: https://help.mypurecloud.com/articles/base-settings-overview/ https://help.mypurecloud.com/articles/create-a-base-settings-profile/
NEW QUESTION # 66
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization.
The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace. References:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/add-files-to-a-workspace/
NEW QUESTION # 67
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