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Study Guide GCP-GCX Pdf - Valid GCP-GCX Exam Cost

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Study Guide GCP-GCX Pdf - Valid GCP-GCX Exam Cost

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Genesys GCP-GCX certification exam is designed to test the knowledge and skills of professionals who work with Genesys Cloud CX technology. Genesys Cloud CX Certified Professional - Consolidated Exam certification is aimed at individuals who want to demonstrate their expertise in this field and are looking to advance their careers in the contact center industry. GCP-GCX Exam covers a range of topics related to Genesys Cloud CX, including administration, configuration, and troubleshooting.
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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q39-Q44):NEW QUESTION # 39
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
  • A. AI
  • B. VR
  • C. Workforce Engagement
  • D. Human Capital Management
  • E. Digital
Answer: A,C,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- ... orkforce-engagement

NEW QUESTION # 40
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
  • A. IVR
  • B. Flow-outs
  • C. Disconnect
  • D. Abandon
Answer: D

NEW QUESTION # 41
If you have not configured an email address to report issues to, Genesys Cloud CX:
  • A. Sends the emails to anyone who has the admin role assigned in your organization.
  • B. Automatically creates an email address and routes all such emails to this address.
  • C. Collects such emails and stores it until an email address to report issues is configured.
  • D. Does not route the emails to any email address.
Answer: C

NEW QUESTION # 42
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
  • A. No
  • B. Yes
Answer: A
Explanation:
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
An interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
Offered count
Answered count
Abandoned count
Transfer count

NEW QUESTION # 43
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
  • A. Architect
  • B. Automatic Call Distribution
  • C. Scheduling
  • D. Emergency Groups
Answer: B

NEW QUESTION # 44
......
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