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Genesys GCP-GCX exam covers a wide range of topics that are relevant to the use of Genesys Cloud CX. GCP-GCX exam is designed to test the knowledge of professionals on topics such as the architecture of Genesys Cloud CX, the features and functionality of the platform, and the best practices for using the platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification program also includes practical exercises that test the ability of professionals to apply their knowledge in real-world scenarios.

Genesys GCP-GCX Exam is an industry-recognized certification that demonstrates a candidate's proficiency in the Genesys Cloud CX platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification is highly regarded by employers and can help individuals advance their careers in the contact center industry. Additionally, the certification is a valuable asset for organizations that use the Genesys Cloud CX platform, as it ensures that their employees have the necessary knowledge and skills to effectively utilize the platform.

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q96-Q101):

NEW QUESTION # 96
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?

A. The phone number is being used by a different user.
B. The user may have deleted the icon.
C. The user is not assigned the appropriate role.
D. The user's phone is unplugged.

Answer: C

Explanation:
The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony > Plugin > All and Telephony > Call > Control > All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features. Reference: https://help.mypurecloud.com/articles/about-roles-and-permissions/ https://help.mypurecloud.com/articles/assign-roles-to-a-user/ https://help.mypurecloud.com/articles/make-a-phone-call/

NEW QUESTION # 97
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?

A. Genesys Cloud CX Admin
B. Genesys Cloud CX Supervisor
C. Genesys Cloud CX User
D. Genesys Cloud CX Reporting

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 # 98
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)

A. VR
B. AI
C. Human Capital Management
D. Workforce Engagement
E. Digital

Answer: B,D,E

Explanation:
Explanation
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities.
AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References:
https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital
https://www.genesys.com/genesys-cloud/features/workforce-engagement

NEW QUESTION # 99
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)

A. Additional attribute ratings
B. Language skills
C. ACD skills
D. Time since last ACD interaction
E. Staffing requirements

Answer: B,C,E

NEW QUESTION # 100
Select the features available in Genesys Cloud CX Architect. (Choose three.)

A. Configure queues
B. Create skills
C. Play pre-recorded messages
D. Convert text to speech
E. Receive and route calls

Answer: C,D,E

Explanation:
Explanation
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc. References:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/

NEW QUESTION # 101
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