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Genesys GCP-GCX certification exam covers a wide range of topics that are essential for customer experience management professionals. GCP-GCX exam tests the candidate's understanding of the key features and functionalities of Genesys Cloud CX, such as routing, reporting, workforce management, and analytics. It also tests the candidate's ability to design, implement, and manage Genesys Cloud CX solutions, as well as their knowledge of best practices for customer experience management.

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q88-Q93):

NEW QUESTION # 88
Which of the following is NOT a feature of Genesys Cloud CX contact center?

A. Quality Management
B. Automatic Call Distribution
C. Human Capital Management
D. Workforce Management

Answer: C

NEW QUESTION # 89
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 # 90
Which of the following statements are true? (Choose three.)

A. Each report contains a predefined set of metrics.
B. An Abandon is an interaction that disconnects before an agent handles it.
C. Reports once created cannot be configured.
D. An agent-based report counts any interactions an agent worked with.
E. A queue report only counts interactions handled by an agent.

Answer: A,B,E

Explanation:
Explanation
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Some true statements about reports are:
* 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 Abandon is an interaction that disconnects before an agent handles it. This means that the interaction
* was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:
* Abandon Count
* Abandon Rate
* Service Level
* Average Speed of Answer
* Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:
* Which users or queues to include
* Which media types to include
* What date range to report on
* When to run the report
Some false statements about reports are:
* Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:
* The interaction was transferred to voicemail after a timeout
* The interaction was transferred to another queue or resource group
* The interaction was handled by an IVR or a bot
* Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :
* Report name
* Report format
* Report frequency
* Report recipients
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando
https://help.mypurecloud.com/articles/edit-a-report/

NEW QUESTION # 91
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.

A. False
B. True

Answer: B

NEW QUESTION # 92
What additional functionality does Communicate bring to Genesys Cloud CX?

A. Directory capabilities, such as advanced search, profiles, and keyword searching.
B. Knowledge-based features, such as FAQs and communities.
C. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
D. Call center features, such as ACD and scripting.

Answer: C

Explanation:
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

NEW QUESTION # 93
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