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Genesys GCP-GCX Exam Syllabus Topics:

Section	Weight	Objectives
Genesys Cloud Platform Core Concepts	20%	- Cloud architecture fundamentals 1. Genesys Cloud CX architecture overview 2. Core platform components (ACD, routing engine, admin UI) - Platform configuration basics 1. Tenant setup and administration 2. User and role management
Workforce Engagement and Management	15%	- Workforce optimization 1. Scheduling and forecasting basics 2. Agent performance management
Troubleshooting and Best Practices	10%	- Operational support 1. Logging and diagnostics 2. Performance and routing troubleshooting
Integrations and Extensions	15%	- System integrations 1. Data Actions and APIs 2. CRM integrations
Reporting, Analytics, and Dashboards	15%	- Analytics tools 1. Analytics Workspace usage 2. Real-time and historical reporting
Routing and Interaction Management	20%	- Omnichannel interactions 1. Interaction lifecycle handling 2. Voice, chat, email, messaging channels - ACD and routing logic 1. Skills-based routing 2. Queue configuration

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q39-Q44):

NEW QUESTION # 39
Select all available options for adding widgets to a performance dashboard. (Choose four.)

A. Grid
B. Metric
C. Chart
D. Text
E. Agent Status
F. Interaction

Answer: B,C,E,F

NEW QUESTION # 40
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?

A. Performance Dashboard
B. Queue Performance
C. My Queues Activity
D. Queues Activity

Answer: B

Explanation:
Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format. Reference: https://help.mypurecloud.com/articles/queue-performance-view/ https://help.mypurecloud.com/articles/select-a-queue/

NEW QUESTION # 41
Which of the following statements defines a critical question in an Evaluation Form?

A. Critical questions are questions that the agent must answer.
B. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.

Answer: D

NEW QUESTION # 42
You can use Regular Expressions to create Number Plans

A. True
B. False

Answer: A

Explanation:
Genesys Cloud CX allows for the use of Regular Expressions in the creation of Number Plans. This capability provides a powerful and flexible way to define and manage dialing patterns and rules within the system, enabling complex call routing strategies and ensuring that calls are handled in the most efficient manner possible.

NEW QUESTION # 43
What additional functionality does Communicate bring to Genesys Cloud CX?

A. Call center features, such as ACD and scripting.
B. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
C. Knowledge-based features, such as FAQs and communities.
D. Directory capabilities, such as advanced search, profiles, and keyword searching.

Answer: B

Explanation:
Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc. Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate

NEW QUESTION # 44
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