[Dec-2025 Newly Released] GCP-GCX Dumps for Genesys Cloud CX Certified
Updated Verified GCP-GCX dumps Q&As - 100% Pass
NEW QUESTION # 49
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. True
- B. False
Answer: A
Explanation:
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. References: https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
NEW QUESTION # 50
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Workspace > Dashboards
- B. Performance > Overview (Evaluations)
- C. Admin > Quality
- D. Admin > Contact Center
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. Reference: https://help.mypurecloud.com/articles/about-evaluations/ https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 51
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: B
NEW QUESTION # 52
Which of the following is not a Quality Management feature?
- A. Interaction Recording
- B. Evaluation Forms
- C. Scheduling
- D. Policies
Answer: A
NEW QUESTION # 53
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
- A. Submit a ticket to Genesys Cloud CX support.
- B. Add John to Genesys Cloud CX again so that a new invitation will be generated.
- C. Tell John to be patient and wait for the email to arrive.
- D. Resend the invite.
Answer: D
Explanation:
Explanation
The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/
NEW QUESTION # 54
Which of the following best defines the performance view for Agents?
- A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- B. Used to view historical data only.
- C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- D. Used to monitor real-time contact center metrics.
Answer: A
Explanation:
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:
Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.
Time in status is a metric that shows the amount of time (HH:MM:SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.
Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.
Average talk time is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.
Average ACW is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.
NEW QUESTION # 55
Which of the following statements is NOT true regarding numbering plan?
- A. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- B. Numbering plan is also known as a dial plan.
- C. It has to be created manually.
- D. Numbering plan can be added or modified based on the organizational requirements.
Answer: C
NEW QUESTION # 56
What is the correct statement about Divisions?
- A. Users can only access the Division they belong to.
- B. A User can belong to only one Division, but can access as many division as needed.
- C. Transactional objects (Interactions) are not division-aware.
- D. A user can belong to more man one Division
Answer: B
Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.
NEW QUESTION # 57
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
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
NEW QUESTION # 58
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Windows 10 Mobile
- B. Harmony OS
- C. Android
- D. iOS
Answer: C,D
Explanation:
iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications. Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more. Reference: https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/ https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/
NEW QUESTION # 59
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Campaigns
- B. Agents
- C. Contact Lists
- D. Evaluation Forms
- E. Dialing Modes
Answer: A,B,C
NEW QUESTION # 60
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
- A. Outbound
- B. Calling
- C. SIP Access Control
- D. Availability
Answer: C
Explanation:
Explanation
SIP Access Control is where you can add the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk in Genesys Cloud CX Telephony Admin menu. SIP Access Control is a feature that allows you to control which IP addresses or CIDR ranges can access your External or Phone Trunks in Genesys Cloud CX. SIP Access Control can help you enhance the security and performance of your trunks by preventing unauthorized or unwanted access from external sources. You can add IP addresses or CIDR ranges to the Allow List or Deny List of your trunks based on your needs and preferences. References:
https://help.mypurecloud.com/articles/sip-access-control-overview/
https://help.mypurecloud.com/articles/add-an-ip-address-or-cidr-range-to-a-trunk/
NEW QUESTION # 61
Which of the following Edge feature contains the built-in remote survivability mode?
- A. SIP gateway
- B. Disaster recovery
- C. SIP proxy
- D. Call broker
Answer: B
NEW QUESTION # 62
Which of following file formats are available to export a report? (Choose three.)
- A. .docx
- B. .txt
- C. .doc
- D. .xls
- E. .xlsx
- F. .pdf
Answer: C,D,F
NEW QUESTION # 63
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
- B. The profile information can be used to keep Linkedin details updated.
- C. When employees have free time, they can review biographies of their peers.
- D. The education information can be verified against the human resources database.
Answer: A
NEW QUESTION # 64
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. Supervisor
- B. employee
- C. User
- D. admin
Answer: D
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. Reference: https://help.mypurecloud.com/articles/admin-role/ https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
NEW QUESTION # 65
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
Explanation:
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
An interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
Offered count
Answered count
Abandoned count
Transfer count
NEW QUESTION # 66
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
- A. True
- B. False
Answer: A
Explanation:
Reference:
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected. Phone redundancy is a feature that allows phones to register with multiple Edges for backup purposes. Call survivability is a feature that allows phones to maintain active calls even when they lose connection with their primary Edge. These features ensure that calls are not dropped or interrupted due to network failures or maintenance activities. Reference: https://help.mypurecloud.com/articles/about-phone-redundancy/ https://help.mypurecloud.com/articles/about-call-survivability/
NEW QUESTION # 67
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: A
NEW QUESTION # 68
Which of the following statements about WebRTC phones is incorrect?
- A. It is assigned to a specific user and only that user has permission to use the phone.
- B. Genesys Cloud CX WebRTC phone runs in the browser.
- C. A WebRTC phone can be used even when disconnected from the Cloud.
- D. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
Answer: C
NEW QUESTION # 69
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
- A. Workgroups
- B. Groups
- C. Rooms
- D. Roles
Answer: D
NEW QUESTION # 70
In which of these views would you see the amount of time an agent spent in each status?
- A. Agent Queue
- B. Agent Status
- C. Agent Interaction
- D. Agent Performance
Answer: B
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 # 71
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