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Genesys GCP-GCX certification exam is a comprehensive test of knowledge and expertise in Genesys Cloud CX. Genesys Cloud CX Certified Professional - Consolidated Exam certification is valuable for professionals who work with Genesys Cloud CX and want to demonstrate their skills, as well as for organizations that want to ensure that their employees have the necessary knowledge to manage and maintain Genesys Cloud CX solutions. GCP-GCX Exam is designed for professionals with a minimum of six months of experience and consists of 65 multiple-choice questions that must be completed within 90 minutes.

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Genesys GCP-GCX Exam Syllabus Topics:

TopicDetails
Topic 1
  • Genesys Cloud: Contact Center Administration: This section of the exam measures skills of Contact Center Administrators and provides an essential overview of the Genesys Cloud Contact Center platform and its features. It requires candidates to be able to list the three levels of contact center licensing and to access and navigate the Genesys Cloud Collaborate environment for administrative tasks. It also relates to the core routing logic and supervisory functions.
Topic 2
  • Genesys Cloud: Implementation: This section of the exam measures skills of Implementation Specialists and covers the foundational elements of the Genesys Cloud platform, including a description of its core features and contact center capabilities. Candidates must be able to identify the various licensing levels available and understand how to access the Genesys Cloud apps through both web and desktop interfaces. It also measures the skills of Implementation Specialists and focuses on setting up the organization's collaborative environment.
Topic 3
  • Genesys Cloud: Reporting and Analytics:
Topic 4
  • This section of the exam measures skills of Contact Center Supervisors and focuses on monitoring, interpreting, and analyzing contact center data. It requires proficiency in using Performance Dashboards to monitor activity and the ability to understand and correctly interpret key data presented in various Dynamic Views. This includes queue views (Queues, My Queues Activity, Detail, and Performance Summary), Agent performance views, Skills performance views, and the detailed Interaction view.

Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q80-Q85):

NEW QUESTION # 80
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: A


NEW QUESTION # 81
What is the maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace?

Answer: C


NEW QUESTION # 82
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?

Answer: B

Explanation:
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
An interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
Offered count
Answered count
Abandoned count
Transfer count


NEW QUESTION # 83
You can add more than one outbound route to the contact center.

Answer: B

Explanation:
You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. Reference: https://help.mypurecloud.com/articles/add-an-outbound-route/ https://help.mypurecloud.com/articles/outbound-routes-overview/


NEW QUESTION # 84
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

Answer: B


NEW QUESTION # 85
......

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