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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Reporting, Analytics, and Quality Management15%- Call recording, evaluation forms, and quality monitoring
- Dashboards, views, and standard reports
- Custom reports and data insights
Topic 2: Genesys Cloud CX Architecture and Core Concepts20%- Licensing models and capabilities
- Access and navigation
- Platform overview and components
Topic 3: User and Organization Management, Security, and Compliance15%- Security settings and compliance requirements
- User setup, roles, and permissions
- Groups, departments, and organization structure
Topic 4: Routing and Interaction Management20%- Omnichannel interactions: voice, email, chat, messaging
- ACD routing strategies
- Architect flow design and implementation
Topic 5: Integrations, Data Actions, and System Administration10%- System maintenance, backup, and troubleshooting
- Third-party integrations and APIs
- Data actions and web services
Topic 6: Core Contact Center Configuration20%- Schedules, holidays, and time zones
- Queues, skills, and proficiency models
- Scripts, flows, and IVR configuration

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q32-Q37):

NEW QUESTION # 32
Select the categories of Prompts in Architect. (Choose two.)

Answer: B,C


NEW QUESTION # 33
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?

Answer: A


NEW QUESTION # 34
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?

Answer: A

Explanation:
The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony > Plugin > All and Telephony > Call > Control > All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features. Reference: https://help.mypurecloud.com/articles/about-roles-and-permissions/ https://help.mypurecloud.com/articles/assign-roles-to-a-user/ https://help.mypurecloud.com/articles/make-a-phone-call/


NEW QUESTION # 35
Which of the following is used to design and personalize your own working environment, allowing you to configure and store custom views for future use?

Answer: B

Explanation:
Workspaces in Genesys Cloud CX are customizable environments that allow users to design and personalize their own working area. Users can configure and store custom views, organize widgets and tools according to their specific job functions, and save these configurations for future use. This feature enhances productivity and efficiency by allowing users to tailor their environment to their workflow and access the information they need more quickly and easily.


NEW QUESTION # 36
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?

Answer: A

Explanation:
Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.


NEW QUESTION # 37
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