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NEW QUESTION # 40
Organization setting that can be configured include: Choose 2 answers
- A. invite Links
- B. Default Language
- C. Skill
- D. Queue Management
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 # 41
Which of the following components can be added to scripts? (Choose four.)
- A. Web Page
- B. Image
- C. Text
- D. Checkbox
- E. Call Flow
- F. Visual Basic Control
Answer: A,B,C,D
Explanation:
Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script. Reference: https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/ https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/ https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/ https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/
NEW QUESTION # 42
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. Queue Performance
- B. Performance Dashboard
- C. Queues Activity
- D. My Queues Activity
Answer: A
Explanation:
Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format. Reference: https://help.mypurecloud.com/articles/queue-performance-view/ https://help.mypurecloud.com/articles/select-a-queue/
NEW QUESTION # 43
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- B. Have all attendees call you. When all calls are active, click the Start Conference button.
- 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. With multiple active calls, click and drag an unselected call onto the previously selected call details.
Answer: B,D
Explanation:
Reference:
There are two methods to create a conference call in Genesys Cloud CX:
With multiple active calls, click and drag an unselected call onto the previously selected call details.
Have all attendees call you. When all calls are active, click the Start Conference button.
These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc. Reference: https://help.mypurecloud.com/articles/create-a-conference-call/ https://help.mypurecloud.com/articles/conference-call-controls/
NEW QUESTION # 44
_________ binds the numbering plan with the trunk.
- A. Edge Group
- B. Inbound route
- C. Edge
- D. Outbound route
Answer: D
Explanation:
Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as:
Numbering plan
Trunk
Classification
Priority
An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification. Reference: https://help.mypurecloud.com/glossary/outbound-route/ https://help.mypurecloud.com/articles/add-an-outbound-route/
NEW QUESTION # 45
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
- A. Application Services
- B. Communication Services
- C. Core Services
- D. Public Interface Services
Answer: C
NEW QUESTION # 46
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
- A. SIP
- B. TCP
- C. The default protocol
- D. TLS
- E. UDP
Answer: B,D,E
Explanation:
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. References: https://help.mypurecloud.com/articles/external-trunk-settings/
https://doc.didww.com/integrations/genesys/index.html
NEW QUESTION # 47
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
- A. Queues Activity
- B. Interactions
- C. Skills Performance
- D. Agents
Answer: C
NEW QUESTION # 48
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- B. Have all attendees call you. When all calls are active, click the Start Conference button.
- 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. With multiple active calls, click and drag an unselected call onto the previously selected call details.
Answer: B,D
NEW QUESTION # 49
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
Explanation
Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data.
For example:
* Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count.
Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
References: https://help.mypurecloud.com/articles/how-reporting-works/
https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 50
What level of permissions does a user require to view the organization settings?
- A. Supervisor
- B. All of the above
- C. Agent
- D. Admin
Answer: B
NEW QUESTION # 51
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Index Ratings
- B. Knowledge levels
- C. Skills
- D. Languages
- E. Medians
Answer: C,D
Explanation:
Explanation
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent.
Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Languages indicate an agent's ability to speak or write in different languages.
* Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
NEW QUESTION # 52
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
- A. Roles
- B. Skills
- C. Queue
- D. Language
Answer: B,D
Explanation:
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/
NEW QUESTION # 53
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. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
- C. Critical questions are questions that the agent must answer.
- D. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
Answer: B
NEW QUESTION # 54
What is the distinguishing feature between queues and groups?
- A. Unlike groups, queues allow for more complex scenarios like skill-based routing.
- B. Queues can be used in Architect flows, while groups cannot.
- C. Queues can have agents as members, while groups cannot.
- D. Both queues and groups have the same ACD capabilities.
Answer: A
Explanation:
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/
NEW QUESTION # 55
Instant messaging costs are significantly less than long-distance phone conversations.
- A. False
- B. True
Answer: B
NEW QUESTION # 56
When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?
- A. Away
- B. Break
- C. Busy
- D. Available
Answer: A
Explanation:
When an agent's queue status is changed from On Queue to Off Queue in Genesys Cloud CX, their status is typically displayed as "Away" in the system views. This indicates that the agent is not currently available to handle new interactions in the queue, but it does not necessarily mean the agent is not working; they could be engaged in after-call work, training, or other non-queue activities.
NEW QUESTION # 57
Instant messaging costs are significantly less than long-distance phone conversations.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Instant messaging costs are significantly less than long-distance phone conversations is a true statement.
Instant messaging is a form of communication that allows users to exchange text messages in real time over the internet or other networks using various devices or platforms. Instant messaging costs are usually based on data usage or subscription fees rather than distance or duration of communication. Long-distance phone conversations are forms of communication that allow users to exchange voice messages over phone lines or cellular networks across different geographic regions or countries. Long-distance phone conversations costs are usually based on distance and duration of communication as well as carrier rates or taxes. References:
https://www.genesys.com/glossary/instant-messaging
https://www.genesys.com/glossary/long-distance-phone-conversation
NEW QUESTION # 58
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Asking every team member to run and save a copy of the report.
- B. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- C. Running reports during peak hours.
- D. Reviewing and ensuring the usage of scheduled reports.
Answer: B,D
NEW QUESTION # 59
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. Activity
- B. Workspaces
- C. Directory
- D. Documents
Answer: B
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. Reference: https://help.mypurecloud.com/articles/about-activity/ https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 60
You cannot add variables to a script.
- A. True
- B. False
Answer: B
Explanation:
Explanation
You can add variables to a script. A variable is a placeholder for a value that can change during the execution of a script. Variables can store various types of data, such as text, numbers, booleans, etc. You can use variables to display or collect information in a script, such as customer name, account number, order status, etc. You can create your own custom variables or use built-in variables that are provided by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/about-variables-and-expressions/
https://help.mypurecloud.com/articles/add-script-variable/
https://help.mypurecloud.com/articles/built-in-script-variables/
NEW QUESTION # 61
Which of the following statements is NOT true regarding numbering plan?
- A. It has to be created manually.
- B. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- C. Numbering plan is also known as a dial plan.
- D. Numbering plan can be added or modified based on the organizational requirements.
Answer: A
Explanation:
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 . References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
NEW QUESTION # 62
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Genesys GCP-GCX certification is a highly sought-after certification in the IT industry. Genesys Cloud CX Certified Professional - Consolidated Exam certification is designed for professionals who want to demonstrate their expertise in implementing and configuring Genesys Cloud CX solutions. The Genesys GCP-GCX exam is aimed at individuals who have experience in contact center management, cloud computing, and customer experience management.
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