GCP-GCX Online Practice Questions and Answers

Correct Answer: ACE

Explanation: AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement

Correct Answer: C

Reference: https://help.mypurecloud.com/articles/skills-performance- view/#:~:text=The%20Skills%20Performance%20view%20displays,in%20one%20or%20m ultiple%20queues

The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each

skill. Supervisors can use this view to identify skills that need more training or staffing.

References:

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

Correct Answer: B

Explanation: WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls. Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References: https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/ https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/

Correct Answer: B

Explanation: Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the

number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.

References: https://help.mypurecloud.com/glossary/average-speed-of-answer/

https://help.mypurecloud.com/articles/queue-performance-summary-report/

Correct Answer: B

Explanation: You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports can help you measure and improve various aspects of your contact center, such as: Agent performance Queue performance Interaction quality Customer satisfaction Workforce management You can develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as : Report type Report format Report frequency Report recipients You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as : Report type Report filters Report date range Report columns References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/schedule-a-report/ https://help.mypurecloud.com/articles/view-a-report/

Correct Answer: D

Explanation: Call broker is the Edge feature that provides client and server-side call matching. Call broker is a service that runs on the Edge device and manages call control and signaling for inbound and outbound calls. Call broker matches

incoming calls with outgoing calls based on various criteria, such as caller ID, DNIS, ANI, etc.

References:

https://help.mypurecloud.com/articles/edge-device-overview/

https://help.mypurecloud.com/articles/call-broker/

Correct Answer: C

Reference: https://help.mypurecloud.com/articles/plan-workforce-management/

Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules

that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed.

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

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

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: B

Explanation: You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive

suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that

receive feedback messages from users who view content items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create

feedback email groups and assign them to content items or categories based on your needs.

References: https://help.mypurecloud.com/articles/content-management-overview/

https://help.mypurecloud.com/articles/create-a-feedback-email-group/

https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or- category/

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/