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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Troubleshooting and Best Practices10%- Operational support
  • 1. Logging and diagnostics
    • 2. Performance and routing troubleshooting
      Topic 2: Reporting, Analytics, and Dashboards15%- Analytics tools
      • 1. Analytics Workspace usage
        • 2. Real-time and historical reporting
          Topic 3: Routing and Interaction Management20%- ACD and routing logic
          • 1. Queue configuration
            • 2. Skills-based routing
              - Omnichannel interactions
              • 1. Interaction lifecycle handling
                • 2. Voice, chat, email, messaging channels
                  Topic 4: Integrations and Extensions15%- System integrations
                  • 1. CRM integrations
                    • 2. Data Actions and APIs
                      Topic 5: Genesys Cloud Platform Core Concepts20%- Cloud architecture fundamentals
                      • 1. Core platform components (ACD, routing engine, admin UI)
                        • 2. Genesys Cloud CX architecture overview
                          - Platform configuration basics
                          • 1. User and role management
                            • 2. Tenant setup and administration
                              Topic 6: Workforce Engagement and Management15%- Workforce optimization
                              • 1. Scheduling and forecasting basics
                                • 2. Agent performance management

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                                  Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q118-Q123):

                                  NEW QUESTION # 118
                                  What level of permissions does a user require to view the organization settings?

                                  Answer: C

                                  Explanation:
                                  Explanation
                                  Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX.
                                  Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as:
                                  * Organization name
                                  * Organization ID
                                  * Time zone
                                  * Language
                                  * Currency
                                  * Logo
                                  To view the organization settings in Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References:
                                  https://help.mypurecloud.com/articles/organization-settings-overview/
                                  https://help.mypurecloud.com/articles/about-permissions/
                                  https://help.mypurecloud.com/articles/admin-permission/


                                  NEW QUESTION # 119
                                  When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

                                  Answer: A,B,D


                                  NEW QUESTION # 120
                                  Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

                                  Answer: A


                                  NEW QUESTION # 121
                                  You suspect that one of your agents is not productive.
                                  Which report would you run to view the agent's time on breaks and login/logout details?

                                  Answer: C

                                  Explanation:
                                  Explanation
                                  The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence. References:
                                  https://help.mypurecloud.com/articles/agent-login-logout-details-report/
                                  https://help.mypurecloud.com/articles/monitor-agent-adherence/


                                  NEW QUESTION # 122
                                  When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?

                                  Answer: D

                                  Explanation:
                                  When an agent's queue status is changed from On Queue to Off Queue in Genesys Cloud CX, their status is typically displayed as "Away" in the system views. This indicates that the agent is not currently available to handle new interactions in the queue, but it does not necessarily mean the agent is not working; they could be engaged in after-call work, training, or other non-queue activities.


                                  NEW QUESTION # 123
                                  ......

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