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NEW QUESTION # 49
Instant messaging costs are significantly less than long-distance phone conversations.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Instant messaging costs are significantly less than long-distance phone conversations is a true statement.
Instant messaging is a form of communication that allows users to exchange text messages in real time over the internet or other networks using various devices or platforms. Instant messaging costs are usually based on data usage or subscription fees rather than distance or duration of communication. Long-distance phone conversations are forms of communication that allow users to exchange voice messages over phone lines or cellular networks across different geographic regions or countries. Long-distance phone conversations costs are usually based on distance and duration of communication as well as carrier rates or taxes. References:
https://www.genesys.com/glossary/instant-messaging
https://www.genesys.com/glossary/long-distance-phone-conversation
NEW QUESTION # 50
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
- A. Abandon
- B. IVR
- C. Flow-outs
- D. Disconnect
Answer: C
Explanation:
Explanation
Flow-outs is the terminology used to describe calls that enter and exit the queue without being handled or terminated in Genesys Cloud CX Performance menu. A flow-out is a call that was offered to a queue or an agent group, but exited the queue or the agent group before reaching an agent or being abandoned by the caller. A flow-out can occur for various reasons, such as:
* The call was transferred to another queue or resource group by a routing strategy
* The call was transferred to voicemail after a timeout by a routing strategy
* The call was handled by an IVR or a bot without reaching an agent
Flow-outs can affect various metrics in Genesys Cloud CX Performance menu , such as :
* Flow-out Count : The number of calls that flowed out of a queue or an agent group during a specified period of time .
* Flow-out Rate : The percentage of calls that flowed out of a queue or an agent group during a specified period of time .
* Service Level : The percentage of calls that were answered within a target time threshold during a specified period of time .
References: https://help.mypurecloud.com/glossary/flow-out/
https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando
NEW QUESTION # 51
Select the categories of Prompts in Architect. (Choose two.)
- A. Menu
- B. User
- C. System
- D. Data
Answer: B,C
Explanation:
Explanation
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. References: https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
NEW QUESTION # 52
What type of trunk would you configure to connect to AudioCodes phones?
- A. External trunk
- B. WebRTC phone trunk
- C. Phone trunk
- D. Network interface trunk
Answer: C
Explanation:
Explanation
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. References: https://help.mypurecloud.com/glossary/trunk/
https://help.mypurecloud.com/articles/create-a-phone-trunk/
https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/
NEW QUESTION # 53
WebRTC phones require all hardware and software to be properly installed.
- A. True
- B. False
Answer: B
Explanation:
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/
NEW QUESTION # 54
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. False
- B. True
Answer: B
NEW QUESTION # 55
What type of trunk would you configure to connect to AudioCodes phones?
- A. External trunk
- B. WebRTC phone trunk
- C. Phone trunk
- D. Network interface trunk
Answer: C
NEW QUESTION # 56
You cannot add variables to a script.
- A. True
- B. False
Answer: B
NEW QUESTION # 57
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?
- A. Update her manager and her peers in her profile.
- B. Update her peers. Genesys Cloud CX will then update her manager automatically.
- C. Do nothing. Genesys Cloud CX will update everything automatically.
- D. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
Answer: D
Explanation:
Explanation
The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager.
References: https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
NEW QUESTION # 58
Which of the following statements is NOT true regarding Management Units?
- A. Management Units partition agents and interactions into logical groups.
- B. They help you create, manage, and view schedules for a group.
- C. A maximum of 100 agents can be added to a single Management Unit.
- D. Agents that handle the same set of interactions should belong to the same management unit.
Answer: C
Explanation:
Explanation
A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no limit on the number of agents that can be added to a single Management Unit. References: https://help.mypurecloud.com/glossary/management-unit/
https://help.mypurecloud.com/articles/create-a-management-unit/
NEW QUESTION # 59
Genesys Cloud CX Voice is __________.
- A. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- B. A third-party service that provides external Phone Trunks.
- C. Another name for Genesys Cloud CX.
- D. A help bot that is available within Genesys Cloud CX chat.
Answer: A
NEW QUESTION # 60
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
- A. Phone name
- B. Base settings
- C. Hardware ID (MAC address)
- D. Phone model
Answer: C
NEW QUESTION # 61
_________ binds the numbering plan with the trunk.
- A. Inbound route
- B. Edge
- C. Edge Group
- D. Outbound route
Answer: A
NEW QUESTION # 62
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION # 63
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 # 64
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Workforce Management
- B. Human Capital Management
- C. Quality Management
- D. Automatic Call Distribution
Answer: B
Explanation:
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
NEW QUESTION # 65
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. admin
- B. employee
- C. Supervisor
- D. User
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 # 66
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
- A. 80% of calls must be answered within 20 seconds.
- B. 80% of agents must answer calls within 20 seconds.
- C. 80 calls must be answered every 20 seconds.
- D. 20 chats and calls must be answered in 80 seconds.
Answer: A
Explanation:
Explanation
A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%. References: https://help.mypurecloud.com/glossary/service-level/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
NEW QUESTION # 67
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Explanation
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. References:
https://help.mypurecloud.com/articles/about-performance-dashboards/
https://help.mypurecloud.com/articles/create-a-performance-dashboard/
NEW QUESTION # 68
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. False
- B. True
Answer: B
Explanation:
Explanation
The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type. References: https://help.mypurecloud.com/articles/about-licenses/
https://help.mypurecloud.com/articles/assign-licenses-to-users/
NEW QUESTION # 69
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