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The GCP-GCX certification is highly valued in the industry and is recognized as a mark of excellence in the field of customer experience management. It is intended for professionals with at least two years of experience in the field of customer experience management and a good understanding of contact center operations. Genesys Cloud CX Certified Professional – Consolidated Exam certification provides a comprehensive understanding of the Genesys Cloud CX platform and its capabilities, including the ability to design, implement, and manage customer experience solutions that meet the needs of today’s businesses. The GCP-GCX certification is an excellent way for professionals to demonstrate their knowledge and expertise in this rapidly evolving field and to enhance their career prospects.

QUESTION 39
Select the features available in Genesys Cloud CX Architect. (Choose three.)

Convert text to speech

Receive and route calls

Configure queues

Play pre-recorded messages

Create skills

QUESTION 40
Which feature enables a voice interaction to interrupt an email interaction?

Utilization

ACD Skills

Emergency Routing

Scripts

Explanation
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent’s time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization. References:
https://help.mypurecloud.com/articles/utilization/
https://help.mypurecloud.com/articles/understand-how-email-interactions-work/

QUESTION 41
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

Performance > Workspace > Dashboards

Performance > Overview (Evaluations)

Admin > Contact Center

Admin > Quality

QUESTION 42
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

Language

Roles

Skills

Queue

QUESTION 43
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?

Do nothing. Genesys Cloud CX will update everything automatically.

Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.

Update her peers. Genesys Cloud CX will then update her manager automatically.

Update her manager and her peers in her profile.

Explanation
The steps you should take to update Amelia’s reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user’s manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user’s position in the organizational hierarchy based on their manager.
References: https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/

QUESTION 44
Unused reports need to be disabled manually to prevent unnecessary load on the system.

True

False

QUESTION 45
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?

Availability

SIP Access Control

Outbound

Calling

Explanation
SIP Access Control is where you can add the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk in Genesys Cloud CX Telephony Admin menu. SIP Access Control is a feature that allows you to control which IP addresses or CIDR ranges can access your External or Phone Trunks in Genesys Cloud CX. SIP Access Control can help you enhance the security and performance of your trunks by preventing unauthorized or unwanted access from external sources. You can add IP addresses or CIDR ranges to the Allow List or Deny List of your trunks based on your needs and preferences. References:
https://help.mypurecloud.com/articles/sip-access-control-overview/
https://help.mypurecloud.com/articles/add-an-ip-address-or-cidr-range-to-a-trunk/

QUESTION 46
Which of the following is NOT a feature of Genesys Cloud CX contact center?

Human Capital Management

Workforce Management

Quality Management

Automatic Call Distribution

Explanation
Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:
* Workforce Management
* Quality Management
* Automatic Call Distribution
* Skill-based Routing
* Omnichannel Routing
* Analytics and Reporting
* Artificial Intelligence
* Integrations References: https://www.genesys.com/genesys-cloud/features/contact-center
https://www.genesys.com/glossary/human-capital-management

QUESTION 47
Select the features available in Genesys Cloud CX Architect. (Choose three.)

Play pre-recorded messages

Convert text to speech

Configure queues

Create skills

Receive and route calls

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/

QUESTION 48
Which of the following statements about scripts is true?

Scripts can be used for inbound interactions only.

Scripts are only used to configure flows when setting up Architect.

Scripts can be used in all types of interactions.

Scripts may be used for outbound dialing campaigns only.

Explanation
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/

QUESTION 49
Which architectural approach is used to develop a single application as a suite of small services?

Monolithic Architecture

Microservices Architecture

Genesys Cloud CX Salesforce Architecture

Single Core Architecture

Explanation
Microservices Architecture is an architectural approach that is used to develop a single application as a suite of small services. Microservices Architecture is a design pattern that breaks down an application into independent components or modules that communicate with each other through well-defined interfaces or APIs.
Microservices Architecture enables faster development, deployment, scaling, testing, and maintenance of applications by allowing each service to run in its own process and be managed by a small team. References:
https://www.genesys.com/glossary/microservices-architecture https://www.genesys.com/en-gb/platform/cloud

QUESTION 50
Which view displays current metrics and information about queues if you have a membership?

Queues Activity

Queues Performance

My Queues Activity

Queues

QUESTION 51
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?

Workgroups

Rooms

Groups

Roles

QUESTION 52
What is the distinguishing feature between queues and groups?

Queues can have agents as members, while groups cannot.

Both queues and groups have the same ACD capabilities.

Unlike groups, queues allow for more complex scenarios like skill-based routing.

Queues can be used in Architect flows, while groups cannot.

Explanation
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. References:
https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/

QUESTION 53
What is the distinguishing feature between queues and groups?

Queues can have agents as members, while groups cannot.

Both queues and groups have the same ACD capabilities.

Unlike groups, queues allow for more complex scenarios like skill-based routing.

Queues can be used in Architect flows, while groups cannot.

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Genesys Cloud CX platform is a comprehensive cloud-based contact center solution that enables businesses to provide exceptional customer experiences. The platform offers a range of features and functionalities such as voice, email, chat, and social media channels, as well as workforce optimization, analytics, and reporting capabilities. The GCP-GCX certification exam is designed to test the proficiency of professionals in the use of these features and functionalities.

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