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Genesys GCP-GCX Exam Syllabus Topics:

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

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q85-Q90):

NEW QUESTION # 85
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?

Answer: D

Explanation:
Explanation
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye-routing/


NEW QUESTION # 86
Once you create a custom field on your profile, it cannot be deleted from the Admin interface

Answer: A

Explanation:
In Genesys Cloud CX, while custom fields allow for tailored data collection and reporting, they can be managed through the Admin interface. This includes the ability to delete custom fields if they are no longer needed, ensuring that the system remains relevant and uncluttered with obsolete data fields. Administrators have the flexibility to modify and delete custom fields to adapt to changing business requirements.


NEW QUESTION # 87
If you have not configured an email address to report issues to, Genesys Cloud CX:

Answer: D

Explanation:
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. Reference: https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/ https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/


NEW QUESTION # 88
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

Answer: D

Explanation:
Reference:
The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performance-view/


NEW QUESTION # 89
From the Interactions View, it is possible to access the details of only Inbound interactions.

Answer: B


NEW QUESTION # 90
......

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