Actual Genesys GCP-GCX Exam Questions–Smart Strategy to Get Certified

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Genesys GCP-GCX Exam Syllabus Topics:

Section	Weight	Objectives
Reporting, Analytics, and Dashboards	15%	- Analytics tools 1. Real-time and historical reporting 2. Analytics Workspace usage
Routing and Interaction Management	20%	- Omnichannel interactions 1. Voice, chat, email, messaging channels 2. Interaction lifecycle handling - ACD and routing logic 1. Queue configuration 2. Skills-based routing
Workforce Engagement and Management	15%	- Workforce optimization 1. Scheduling and forecasting basics 2. Agent performance management
Integrations and Extensions	15%	- System integrations 1. Data Actions and APIs 2. CRM integrations
Genesys Cloud Platform Core Concepts	20%	- Platform configuration basics 1. User and role management 2. Tenant setup and administration - Cloud architecture fundamentals 1. Genesys Cloud CX architecture overview 2. Core platform components (ACD, routing engine, admin UI)
Troubleshooting and Best Practices	10%	- Operational support 1. Performance and routing troubleshooting 2. Logging and diagnostics

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q131-Q136):

NEW QUESTION # 131
Which of the following Edge features provides client and server-side call matching?

A. Call broker
B. SIP proxy
C. Media server
D. SIP gateway

Answer: A

Explanation:
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/

NEW QUESTION # 132
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. Hardware ID (MAC address)
B. Phone name
C. Base settings
D. Phone model

Answer: C

Explanation:
The hardware ID (MAC address) is what binds the phone's settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/about-phones/ https://help.mypurecloud.com/articles/add-a-phone/

NEW QUESTION # 133
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. Disconnect
C. Flow-outs
D. IVR

Answer: C

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 .

NEW QUESTION # 134
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

A. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
B. Have all attendees call you. When all calls are active, click the Start Conference button.
C. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
D. With multiple active calls, click and drag an unselected call onto the previously selected call details.

Answer: B,D

NEW QUESTION # 135
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?

A. Add meaningful tags to the document.
B. Add a priority of "High" to the document.
C. Number the document such that it appears on the top of the list.
D. Ensure that the document name is easy to search for.

Answer: A

Explanation:
Adding meaningful tags to the document is what you must do to ensure that users can find the document when needed after you have added a new document to Genesys Cloud CX Collaborate Workspace. Tags are keywords or phrases that describe the content or purpose of a document in Workspace. Tags help users to find documents faster and easier by using filters or search queries based on tags. You can add tags to a document when you create or edit it in Workspace. Reference: https://help.mypurecloud.com/articles/add-tags-to-a-document/ https://help.mypurecloud.com/articles/search-for-a-document/

NEW QUESTION # 136
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