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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
User and Organization Management, Security, and Compliance15%- Groups, departments, and organization structure
- User setup, roles, and permissions
- Security settings and compliance requirements
Genesys Cloud CX Architecture and Core Concepts20%- Platform overview and components
- Access and navigation
- Licensing models and capabilities
Reporting, Analytics, and Quality Management15%- Call recording, evaluation forms, and quality monitoring
- Custom reports and data insights
- Dashboards, views, and standard reports
Core Contact Center Configuration20%- Schedules, holidays, and time zones
- Scripts, flows, and IVR configuration
- Queues, skills, and proficiency models
Integrations, Data Actions, and System Administration10%- System maintenance, backup, and troubleshooting
- Third-party integrations and APIs
- Data actions and web services
Routing and Interaction Management20%- ACD routing strategies
- Omnichannel interactions: voice, email, chat, messaging
- Architect flow design and implementation

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q103-Q108):

NEW QUESTION # 103
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

Answer: B


NEW QUESTION # 104
Select the correct Telephony Connection Options from the list:
Choose 3 answers

Answer: B,D,E

Explanation:
Genesys Cloud CX offers various telephony connection options to accommodate different deployment and operational needs. "Genesys Cloud CX Voice" is the native telephony service, "BYOC Cloud" allows for the use of external cloud carriers, and "BYOC Premises" enables connection to traditional on-premises telephony infrastructure. These options provide flexibility in telephony integration and call management.


NEW QUESTION # 105
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)

Answer: C


NEW QUESTION # 106
Which of the following statements are true? (Choose three.)

Answer: A,D,E


NEW QUESTION # 107
Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?

Answer: A

Explanation:
Explanation
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. References:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/


NEW QUESTION # 108
......

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