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Genesys GCP-GCX Exam Syllabus Topics:

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

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q64-Q69):

NEW QUESTION # 64
Which of the following statements are true? (Choose three.)

A. An agent-based report counts any interactions an agent worked with.
B. An Abandon is an interaction that disconnects before an agent handles it.
C. Reports once created cannot be configured.
D. Each report contains a predefined set of metrics.
E. A queue report only counts interactions handled by an agent.

Answer: A,B,D

NEW QUESTION # 65
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

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

Answer: A,C

Explanation:
Reference:
There are two methods to create a conference call in Genesys Cloud CX:
With multiple active calls, click and drag an unselected call onto the previously selected call details.
Have all attendees call you. When all calls are active, click the Start Conference button.
These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc. Reference: https://help.mypurecloud.com/articles/create-a-conference-call/ https://help.mypurecloud.com/articles/conference-call-controls/

NEW QUESTION # 66
Alerts that have been read are not included in the alert count, even if they are still active.

A. False
B. True

Answer: A

Explanation:
Explanation
Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX.
Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed.
However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert. References: https://help.mypurecloud.com/articles/about-alerts/
https://help.mypurecloud.com/articles/view-and-manage-alerts/

NEW QUESTION # 67
Which of the following Edge feature contains the built-in remote survivability mode?

A. Disaster recovery
B. SIP gateway
C. SIP proxy
D. Call broker

Answer: C

Explanation:
Explanation
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/

NEW QUESTION # 68
Which feature enables a voice interaction to interrupt an email interaction?

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

Answer: C

Explanation:
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent's time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization. Reference: https://help.mypurecloud.com/articles/utilization/ https://help.mypurecloud.com/articles/understand-how-email-interactions-work/

NEW QUESTION # 69
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