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Genesys GCP-GCX Exam is a valuable certification for individuals looking to enhance their skills and knowledge in the field of customer experience management and contact center operations. With its comprehensive coverage of key concepts and practical scenarios, the certification program is an excellent way to validate one's expertise in the Genesys Cloud CX platform.
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The GCP-GCX Exam is a comprehensive exam that covers all aspects of Genesys Cloud CX. GCP-GCX exam is designed to test individuals on their knowledge of the platform, as well as their ability to apply that knowledge in practical scenarios. The GCP-GCX Exam is an important certification for professionals who work with Genesys Cloud CX and is highly valued by employers. By passing the GCP-GCX Exam, professionals can demonstrate their proficiency in Genesys Cloud CX and open up new career opportunities in the field.
NEW QUESTION # 83
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?
Answer: B
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 # 84
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
Answer: C
Explanation:
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/
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: A
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. Reference: https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 86
Select all the question types available while creating an Evaluation Form. (Choose three.)
Answer: B,C,D
Explanation:
Multiple Choice, Yes/No, and Range are three question types available while creating an Evaluation Form in Genesys Cloud CX Quality Management. An Evaluation Form is a template that defines the structure and content of an evaluation. An Evaluation Form consists of various questions that assess different aspects of an agent interaction based on predefined criteria and scoring methods. You can use different types of questions to create an Evaluation Form based on your needs. The other available question types are Comment Box and Scored Comment Box. Reference: https://help.mypurecloud.com/articles/about-evaluation-forms/ https://help.mypurecloud.com/articles/create-an-evaluation-form/
NEW QUESTION # 87
Organization setting that can be configured include: Choose 2 answers
Answer: B,D
Explanation:
Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. "Invite Links" and "Default Language" are examples of such settings. "Invite Links" allows administrators to control how users are invited to the system, and "Default Language" sets the default language for the user interface, affecting all users unless they have set their own language preference.
NEW QUESTION # 88
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