Genesys GCP-GCX Genesys Cloud CX Certified Professional - Consolidated Exam Practice Test

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Total 135 questions
Question 1

The________provides a high-level overview of a campaign's performance



Answer : B

The Campaign Performance Summary view in Genesys Cloud CX provides a high-level overview of a campaign's performance, summarizing key metrics and outcomes. This view is designed to give managers and supervisors a quick snapshot of how campaigns are performing, enabling them to assess the effectiveness of their outreach strategies and make informed decisions about adjustments or improvements needed to optimize results.


Question 2

Where can DID Numbers be assigned to? Choose 3 answers



Answer : B, C, E

In Genesys Cloud CX, DID (Direct Inward Dialing) numbers can be assigned to various entities within the system to facilitate direct calling. Assignable entities include 'Person' (individual users), 'Call Flow' (specific call routing configurations), and 'Queue' (groups of agents handling specific types of interactions). This assignment flexibility allows for efficient call routing and management, enhancing the caller experience and operational efficiency.


Question 3

Select the correct Telephony Connection Options from the list:

Choose 3 answers



Answer : A, B, E

Genesys Cloud CX offers various telephony connection options to accommodate different deployment and operational needs. 'Genesys Cloud CX Voice' is the native telephony service, 'BYOC Cloud' allows for the use of external cloud carriers, and 'BYOC Premises' enables connection to traditional on-premises telephony infrastructure. These options provide flexibility in telephony integration and call management.


Question 4

If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.



Answer : B

In Genesys Cloud CX, the issue reporting email address is a configurable setting that determines where reports of system issues are sent. If this address is not set up, system issues will not automatically be emailed to all employees with administrative roles. Instead, issues need to be reported through the designated support channels or by manually notifying the appropriate individuals or teams within the organization.


Question 5

Which dialing mode allows the agent to see customer information before dialing?



Answer : C

In Genesys Cloud CX, the Preview dialing mode is specifically designed to allow agents to review customer information before initiating the call. This mode presents the agent with customer details and relevant context before the dialing process begins, enabling the agent to prepare for the interaction and tailor their approach based on the customer's history and needs. This preparation can lead to more personalized and effective customer engagements.


Question 6

Where can you add preconfigured settings to the phones?



Answer : C

Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:

Phone model

Firmware version

Line keys

Soft keys

Feature keys

You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. Reference: https://help.mypurecloud.com/articles/base-settings-overview/ https://help.mypurecloud.com/articles/create-a-base-settings-profile/


Question 7

You can add more than one outbound route to the contact center.



Answer : A

You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. Reference: https://help.mypurecloud.com/articles/add-an-outbound-route/ https://help.mypurecloud.com/articles/outbound-routes-overview/


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Total 135 questions