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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Genesys Cloud CX Development- Workflow development
- Custom applications
- API design and implementation
- Building custom features and integrations
Topic 2: Implementation40%- Routing configuration
- Integrations with organizational goals
- Customer service strategy alignment
- Workflow setup and best practices
Topic 3: Genesys Cloud CX Reporting and Analytics20%- Trend identification
- Custom report building
- Data-driven recommendations
- Dashboard interpretation
- Performance metrics analysis
Topic 4: Genesys Cloud CX Architecture- Platform deployment models
- System design and integration strategy
- Infrastructure components
Topic 5: Genesys Cloud CX Administration40%- Contact center configuration
- User setup and management
- Security and permissions management
- Governance policies

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q49-Q54):

NEW QUESTION # 49
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

Answer: A,B,C


NEW QUESTION # 50
Genesys Cloud CX tracks metric statistics in __________ minute intervals.

Answer: A


NEW QUESTION # 51
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

Answer: A

Explanation:
Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction. Reference: https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/


NEW QUESTION # 52
Which of the following is NOT a feature of Genesys Cloud CX contact center?

Answer: C

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 Reference: https://www.genesys.com/genesys-cloud/features/contact-center https://www.genesys.com/glossary/human-capital-management


NEW QUESTION # 53
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?

Answer: B


NEW QUESTION # 54
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