Genesys GCP-GCX Trustworthy Pdf & New Study GCP-GCX Questions

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Genesys GCP-GCX Exam Syllabus Topics:

TopicDetails
Topic 1
  • Genesys Cloud: Implementation: This section of the exam measures skills of Implementation Specialists and covers the foundational elements of the Genesys Cloud platform, including a description of its core features and contact center capabilities. Candidates must be able to identify the various licensing levels available and understand how to access the Genesys Cloud apps through both web and desktop interfaces. It also measures the skills of Implementation Specialists and focuses on setting up the organization's collaborative environment.
Topic 2
  • Genesys Cloud: Contact Center Administration: This section of the exam measures skills of Contact Center Administrators and provides an essential overview of the Genesys Cloud Contact Center platform and its features. It requires candidates to be able to list the three levels of contact center licensing and to access and navigate the Genesys Cloud Collaborate environment for administrative tasks. It also relates to the core routing logic and supervisory functions.
Topic 3
  • This section of the exam measures skills of Contact Center Supervisors and focuses on monitoring, interpreting, and analyzing contact center data. It requires proficiency in using Performance Dashboards to monitor activity and the ability to understand and correctly interpret key data presented in various Dynamic Views. This includes queue views (Queues, My Queues Activity, Detail, and Performance Summary), Agent performance views, Skills performance views, and the detailed Interaction view.
Topic 4
  • Genesys Cloud: Reporting and Analytics:

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

NEW QUESTION # 88
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:

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 # 89
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

Answer: A


NEW QUESTION # 90
Which of the following best defines the performance view for Agents?

Answer: A

Explanation:
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.
References: https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/agents-performance-views-overview/
https://help.mypurecloud.com/articles/agent-status-overview/


NEW QUESTION # 91
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?

Answer: A

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 # 92
Which of the following components can be added to scripts? (Choose four.)

Answer: A,B,C,F

Explanation:
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.
References: 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 # 93
......

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