GCP-GCX Online Practice Questions and Answers

Correct Answer: AB

Explanation: The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and

productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent.

References:

https://help.mypurecloud.com/articles/agent-metrics-export-report/

https://help.mypurecloud.com/articles/agent-metrics-report/

Correct Answer: ABC

Explanation: Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's

proficiency or preference for handling certain types of interactions or customers. For example:

Language skills indicate an agent's ability to speak or write in different languages. Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.

ACD skills indicate an agent's capability or willingness to handle different media types or queues.

Genesys Cloud CX ACD uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.

References:

https://help.mypurecloud.com/articles/about-acd-evaluation-methods/

https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/

https://help.mypurecloud.com/articles/add-additional-attribute-ratings-to-an-agent-profile/

https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/

Correct Answer: C

Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/

My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can

access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data.

References:

https://help.mypurecloud.com/articles/my-queues-activity-view/

https://help.mypurecloud.com/articles/customize-views/

Correct Answer: AC

Explanation: Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the

languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires.

References: https://help.mypurecloud.com/articles/about- acd-skills/

https://help.mypurecloud.com/articles/add-skills-to-a-user/

Correct Answer: AD

Reference: https://help.mypurecloud.com/articles/make-a-conference-call/

There are two methods to create a conference call in Genesys Cloud CX:

With multiple active calls, click and drag an unselected call onto the previously selected call details.

Have all attendees call you. When all calls are active, click the Start Conference button.

These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc.

References: https://help.mypurecloud.com/articles/create-a-conference-call/

https://help.mypurecloud.com/articles/conference-call-controls/

Correct Answer: B

Explanation: The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license

type for the new user, which is Communicate - User license by default.

References:

https://help.mypurecloud.com/articles/add-a-user/

https://help.mypurecloud.com/articles/communicate-user-role/

Correct Answer: BD

Explanation: iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications. Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys

Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys

Cloud CX mobile applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more.

References:

https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/

https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/

Correct Answer: BDEF

Explanation: Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text

content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script.

References: https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/

https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/

https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/

https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/