Free Practice Questions for Genesys GCP-GCX Exam

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.

WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.

Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work withheadsets that have built-in call controls. References: https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/ https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/

The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. References: https://help.mypurecloud.com/articles/about-performance-dashboards/ https://help.mypurecloud.com/articles/create-a-performance-dashboard/

Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chromeare the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality. Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX.References: https://help.mypurecloud.com/articles/supported-browsers/ https://help.mypurecloud.com/articles/browser-limitations/

A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%.References: https://help.mypurecloud.com/glossary/service-level/ https://help.mypurecloud.com/articles/queue-performance-summary-report/

Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as:

Building address

Number of floors

Location contact information

Emergency number

Time zone

Language

Currency

To add a new location to 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/location-overview/ https://help.mypurecloud.com/articles/add-a-location/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/

The Communicate Architecture Fundamentals within Genesys Cloud CX include various components that make up the infrastructure and operational hierarchy, such as Organization, Sites, Edge Groups, and Edges. However, "Gateway" is not a component of this hierarchy. Instead, the term might refer to external devices or services that connect different networks or protocols, which is not how Genesys Cloud CX structures its internal architecture.

Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as:

Numbering plan

Trunk

Classification

Priority

An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification. References: https://help.mypurecloud.com/glossary/outbound-route/ https://help.mypurecloud.com/articles/add-an-outbound-route/