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Genesys GCP-GCX Exam Syllabus Topics:

Section	Weight	Objectives
Core Contact Center Configuration	20%	- Queues, skills, and proficiency models - Scripts, flows, and IVR configuration - Schedules, holidays, and time zones
Genesys Cloud CX Architecture and Core Concepts	20%	- Access and navigation - Platform overview and components - Licensing models and capabilities
Routing and Interaction Management	20%	- Omnichannel interactions: voice, email, chat, messaging - ACD routing strategies - Architect flow design and implementation
Integrations, Data Actions, and System Administration	10%	- Data actions and web services - System maintenance, backup, and troubleshooting - Third-party integrations and APIs
User and Organization Management, Security, and Compliance	15%	- User setup, roles, and permissions - Groups, departments, and organization structure - Security settings and compliance requirements
Reporting, Analytics, and Quality Management	15%	- Custom reports and data insights - Dashboards, views, and standard reports - Call recording, evaluation forms, and quality monitoring

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q65-Q70):

NEW QUESTION # 65
What is the correct statement about Divisions?

A. Users can only access the Division they belong to.
B. A user can belong to more man one Division
C. Transactional objects (Interactions) are not division-aware.
D. A User can belong to only one Division, but can access as many division as needed.

Answer: D

Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.

NEW QUESTION # 66
Which feature enables a voice interaction to interrupt an email interaction?

A. Scripts
B. Emergency Routing
C. ACD Skills
D. Utilization

Answer: D

NEW QUESTION # 67
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

A. 20 chats and calls must be answered in 80 seconds.
B. 80% of agents must answer calls within 20 seconds.
C. 80 calls must be answered every 20 seconds.
D. 80% of calls must be answered within 20 seconds.

Answer: D

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 # 68
Which of the following statements defines a critical question in an Evaluation Form?

A. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
B. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
D. Critical questions are questions that the agent must answer.

Answer: B

Explanation:
Reference:
Critical questions are questions that have a significant impact on the quality of an interaction. If answered "No", critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards. Reference: https://help.mypurecloud.com/articles/create-an-evaluation-form/ https://help.mypurecloud.com/articles/evaluate-interactions/

NEW QUESTION # 69
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

A. Place ACD and non-ACD calls, but not receive.
B. Receive ACD and non-ACD calls, but not place.
C. Place and receive ACD calls; non-ACD calls can neither be place nor received.
D. Place and receive both ACD and non-ACD calls.

Answer: D

Explanation:
Explanation
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability. References:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/

NEW QUESTION # 70
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