GCP-GCX Online Practice Questions and Answers

Correct Answer: A

Explanation: Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are: Workforce Management Quality Management Automatic Call Distribution Skill-based Routing Omnichannel Routing Analytics and Reporting Artificial Intelligence Integrations

References: https://www.genesys.com/genesys- cloud/features/contact-center https://www.genesys.com/glossary/human-capital- management

Correct Answer: A

Explanation: Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent

schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics

on various metrics.

References:

https://help.mypurecloud.com/articles/about-workforce-management/

https://help.mypurecloud.com/articles/workforce-management-overview/

Correct Answer: B

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/

Correct Answer: B

Explanation: The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license

type for the new user, which is Communicate - User license by default.

References:

https://help.mypurecloud.com/articles/add-a-user/

https://help.mypurecloud.com/articles/communicate-user-role/

Correct Answer: C

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.

References:

https://help.mypurecloud.com/articles/queue-performance-view/

https://help.mypurecloud.com/articles/select-a-queue/

Correct Answer: B

Explanation: Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto- attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc. References: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate

Correct Answer: A

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/

Correct Answer: B

Explanation: If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about

Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor.

References: https://help.mypurecloud.com/articles/configure-an-email- address-to-report-issues/

https://help.mypurecloud.com/articles/report-an-issue-or-provide- feedback/

Correct Answer: C

Explanation: Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are: Create a Site Create an Edge Group Associate the network interface Authenticate the Edge Configure the Edge Connectors Assign the Edge to a Site

References: https://help.mypurecloud.com/articles/configure-an-edge-device/ https://help.mypurecloud.com/articles/about-trunks/

Correct Answer: ABC

Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends.

References: https://help.mypurecloud.com/articles/workforce-management/ https://help.mypurecloud.com/articles/create-a-short-term-forecast/ https://help.mypurecloud.com/articles/create-and-manage-schedules/ https://help.mypurecloud.com/articles/create-a-long-term-forecast/