Free Apr-2026 UPDATED Genesys GCP-GCX Exam Questions & Answer
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Genesys GCP-GCX Exam covers a wide range of topics related to the Genesys Cloud CX platform, including system configuration, deployment, administration, and troubleshooting. GCP-GCX exam is divided into multiple sections, each of which focuses on a specific aspect of the platform. Candidates are required to demonstrate their understanding of each section by answering a series of multiple-choice questions. GCP-GCX exam is rigorous and requires a thorough understanding of the platform, making it a valuable credential for professionals who work with Genesys Cloud CX.
NEW QUESTION # 23
Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.
Which of the following views can help Eva identify such issues?
- A. Agents Schedule Detail
- B. Agents Interactions Detail
- C. Agents Evaluation Detail
- D. Agents Wrap-Up Interval Detail
Answer: B
Explanation:
Reference:
Agents Interactions Detail is a view that can help Eva identify agent performance issues with interactions that set a specific wrap-up code in one or multiple queues. This view shows various metrics and details related to agent interactions, such as queue name, media type, direction, duration, wrap-up code, etc. Eva can filter this view by date range, queue name, media type, and wrap-up code to see the interactions that match her criteria. Reference: https://help.mypurecloud.com/articles/agents-interactions-detail-view/ https://help.mypurecloud.com/articles/filter-views/
NEW QUESTION # 24
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Human Capital Management
- B. Automatic Call Distribution
- C. Quality Management
- D. Workforce Management
Answer: A
NEW QUESTION # 25
The________provides a high-level overview of a campaign's performance
- A. Historical view
- B. Q Outbound Campaign view
- C. Dynamic view
- D. Campaign Performance Summary view
- E. Campaign Performance Detail view
Answer: D
Explanation:
The Campaign Performance Summary view in Genesys Cloud CX provides a high-level overview of a campaign's performance, summarizing key metrics and outcomes. This view is designed to give managers and supervisors a quick snapshot of how campaigns are performing, enabling them to assess the effectiveness of their outreach strategies and make informed decisions about adjustments or improvements needed to optimize results.
NEW QUESTION # 26
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
- A. Queue Management
- B. Routing
- C. Reporting and Analytics
- D. Workforce Management
Answer: D
NEW QUESTION # 27
The_________for iOS leverages the form factor of iOS tablets to help supervisors, managers, and executives make faster, more effective managerial and operational decisions
- A. Genesys Cloud CX Task Manager
- B. Genesys Cloud CX Social Media Analyzer
- C. Genesys Cloud CX Hub
- D. Genesys Cloud CX Supervisor
Answer: D
Explanation:
The Genesys Cloud CX Supervisor app for iOS is specifically designed to leverage the form factor and capabilities of iOS tablets, providing supervisors, managers, and executives with a powerful tool to make faster and more effective managerial and operational decisions. This app offers a user-friendly interface and real-time data insights, enabling leaders to monitor agent performance, queue statistics, and other critical metrics on the go, thereby enhancing decision-making efficiency and responsiveness to changing operational needs.
NEW QUESTION # 28
Which of the following statements is true regarding default language selection on the Organization Settings page?
- A. Default language is the same as the organization's language.
- B. Default language is related to the organization's language settings.
- C. Default language, once selected, cannot be changed directly by the user.
- D. Default language is not related to the organization's language settings.
Answer: D
NEW QUESTION # 29
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Admin > Quality
- B. Performance > Overview (Evaluations)
- C. Performance > Workspace > Dashboards
- D. Admin > Contact Center
Answer: B
Explanation:
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 30
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Automatically assign an evaluation for all calls over 5 minutes.
- B. Set up a schedule to run a daily report.
- C. Specify time sets as a matching criteria.
- D. Determine how long to retain recordings and whether to archive or delete them.
- E. Update the Do Not Call list with records that have the appropriate wrap-up code.
Answer: A,D,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 # 31
Which of the following Edge feature contains the built-in remote survivability mode?
- A. Call broker
- B. SIP proxy
- C. Disaster recovery
- D. SIP gateway
Answer: B
Explanation:
Explanation
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
NEW QUESTION # 32
WebRTC phones require all hardware and software to be properly installed.
- A. True
- B. False
Answer: B
Explanation:
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. Reference: https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/ https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/
NEW QUESTION # 33
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Scripts
- B. IVR prompts
- C. Toast pop-ups
- D. Dialog boxes
Answer: A
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. Reference: https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/
NEW QUESTION # 34
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent. Routing is a process that determines how to handle incoming interactions based on various criteria, such as customer profile, agent skills, queue availability, etc. Routing can direct interactions to different resources, such as IVR menus, chatbots, voicebots, agents, queues, etc. Routing can also optimize the customer experience and the contact center performance by matching each interaction with the best available resource. References: https://help.mypurecloud.com/glossary/routing/
https://help.mypurecloud.com/articles/about-routing/
NEW QUESTION # 35
Genesys Cloud CX Voice is __________.
- A. A help bot that is available within Genesys Cloud CX chat.
- B. A third-party service that provides external Phone Trunks.
- C. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- D. Another name for Genesys Cloud CX.
Answer: C
Explanation:
Explanation
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
NEW QUESTION # 36
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. User
- B. Supervisor
- C. employee
- D. admin
Answer: D
Explanation:
Explanation
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/admin-role/
https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
NEW QUESTION # 37
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Dialing Modes
- B. Evaluation Forms
- C. Campaigns
- D. Contact Lists
- E. Agents
Answer: A,C,D
Explanation:
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules. To create an outbound campaign, you need to configure the following items:
Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc. Reference: https://help.mypurecloud.com/articles/about-outbound-campaigns/ https://help.mypurecloud.com/articles/create-a-contact-list/ https://help.mypurecloud.com/articles/create-a-campaign/ https://help.mypurecloud.com/articles/dialing-modes-overview/
NEW QUESTION # 38
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Configuring trunks to identify premium-rate numbers.
- B. Creating a number-plan to identify premium-rate numbers.
- C. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- D. Manually training users to prevent calling premium-rate numbers.
Answer: B
Explanation:
Explanation
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. References: https://help.mypurecloud.com/articles/about-number-plans/
https://help.mypurecloud.com/articles/create-a-number-plan/
NEW QUESTION # 39
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
- A. UDP
- B. SIP
- C. The default protocol
- D. TCP
- E. TLS
Answer: A,D,E
NEW QUESTION # 40
Which of the following statements is NOT true regarding Management Units?
- A. Agents that handle the same set of interactions should belong to the same management unit.
- B. They help you create, manage, and view schedules for a group.
- C. A maximum of 100 agents can be added to a single Management Unit.
- D. Management Units partition agents and interactions into logical groups.
Answer: C
NEW QUESTION # 41
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?
- A. Documents
- B. Workspaces
- C. Activity
- D. Directory
Answer: C
Explanation:
Explanation
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 42
Which of the following best defines the performance view for Agents?
- A. Used to view historical data only.
- B. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- C. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- D. Used to monitor real-time contact center metrics.
Answer: B
NEW QUESTION # 43
Where are Genesys Cloud CX call recordings stored by default?
- A. Cloud
- B. Edges
- C. Web Service
- D. AWS Cloud
Answer: D
Explanation:
Reference:
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recording-storage/ https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/
NEW QUESTION # 44
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Genesys GCP-GCX certification exam is ideal for professionals who work with Genesys Cloud CX and want to showcase their expertise in the field of customer experience. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam is designed to validate their knowledge and skills in various areas of Genesys Cloud CX, including call routing, reporting, analytics, and integrations. Professionals who pass the exam can demonstrate their proficiency in these areas and differentiate themselves from their peers in the industry.
Updated GCP-GCX Dumps Questions For Genesys Exam: https://www.actualvce.com/Genesys/GCP-GCX-valid-vce-dumps.html
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