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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Reporting, Analytics, and Dashboards15%- Analytics tools
  • 1. Real-time and historical reporting
    • 2. Analytics Workspace usage
      Troubleshooting and Best Practices10%- Operational support
      • 1. Logging and diagnostics
        • 2. Performance and routing troubleshooting
          Routing and Interaction Management20%- Omnichannel interactions
          • 1. Interaction lifecycle handling
            • 2. Voice, chat, email, messaging channels
              - ACD and routing logic
              • 1. Queue configuration
                • 2. Skills-based routing
                  Integrations and Extensions15%- System integrations
                  • 1. CRM integrations
                    • 2. Data Actions and APIs
                      Genesys Cloud Platform Core Concepts20%- Cloud architecture fundamentals
                      • 1. Genesys Cloud CX architecture overview
                        • 2. Core platform components (ACD, routing engine, admin UI)
                          - Platform configuration basics
                          • 1. User and role management
                            • 2. Tenant setup and administration
                              Workforce Engagement and Management15%- Workforce optimization
                              • 1. Agent performance management
                                • 2. Scheduling and forecasting basics

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                                  Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q143-Q148):

                                  NEW QUESTION # 143
                                  Which role is automatically assigned to a new user?

                                  Answer: D

                                  Explanation:
                                  Explanation
                                  The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate - User license by default. References:
                                  https://help.mypurecloud.com/articles/add-a-user/
                                  https://help.mypurecloud.com/articles/communicate-user-role/


                                  NEW QUESTION # 144
                                  Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
                                  Which of the following will help her view specific information about the queue in real-time?

                                  Answer: C

                                  Explanation:
                                  Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format. Reference: https://help.mypurecloud.com/articles/queue-performance-view/ https://help.mypurecloud.com/articles/select-a-queue/


                                  NEW QUESTION # 145
                                  You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

                                  Answer: B


                                  NEW QUESTION # 146
                                  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?

                                  Answer: C


                                  NEW QUESTION # 147
                                  Sam wants to install the reporting app on his iPad to access metrics.
                                  Which of the following apps does he need to install?

                                  Answer: C

                                  Explanation:
                                  Explanation
                                  Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
                                  * Agent performance
                                  * Queue performance
                                  * Interaction quality
                                  * Customer satisfaction
                                  * Workforce management
                                  Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
                                  * Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
                                  * Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
                                  * Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
                                  * Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.
                                  References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/
                                  https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/


                                  NEW QUESTION # 148
                                  ......

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