Free Practice Questions for Genesys GCP-GCX Exam

Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc.References: https://help.mypurecloud.com/articles/about-scripts/ https://help.mypurecloud.com/articles/create-a-script/

 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/

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.

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/

Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management. Policies are rules that automate repetitive quality management tasks based on various criteria and conditions. Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations.References: https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/

Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent’s proficiency or preference for handling certain types of interactions or customers. For example:

Languages indicate an agent’s ability to speak or write in different languages.

Skills indicate an agent’s capability or willingness to handle different media types or queues.

Genesys Cloud CX routing 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-acd-skills-to-an-agent-profile/

Grid, Text, Metric, and Chart are four available options for adding widgets to a performance dashboard. A widget is a component that displays data in a specific format on a performance dashboard. You can add different types of widgets to customize your dashboard and show the data that you need. The other available options for adding widgets are Agent Status and Web Content.References: https://help.mypurecloud.com/articles/add-widgets-to-a-performance-dashboard/ https://help.mypurecloud.com/articles/widget-types/

The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions withinGenesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX.References: https://help.mypurecloud.com/articles/admin-role/ https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/