GCP-GCX Online Practice Questions and Answers

Correct Answer: BCDF

Explanation: 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/

Correct Answer: D

Reference: https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/

You can find guidelines on PSTN carrier requirements in the Genesys Cloud CX Resource Center. The Genesys Cloud CX Resource Center provides documentation and resources for using and configuring Genesys Cloud CX features and

functions. The PSTN carrier requirements article lists the minimum requirements that a PSTN carrier must meet to work with Genesys Cloud CX.

References: https://help.mypurecloud.com/articles/pstn-carrier- requirements/

https://help.mypurecloud.com/

Correct Answer: AC

Explanation: 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/

Correct Answer: A

Explanation: You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and

preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you

want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls.

References: https://help.mypurecloud.com/articles/add-an-outbound-route/

https://help.mypurecloud.com/articles/outbound-routes-overview/

Correct Answer: A

Explanation: Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent. Routing is a process that determines how to handle incoming interactions based on various criteria, such

as customer profile, agent skills, queue availability, etc. Routing can direct interactions to different resources, such as IVR menus, chatbots, voicebots, agents, queues, etc. Routing can also optimize the customer experience and the contact

center performance by matching each interaction with the best available resource.

References: https://help.mypurecloud.com/glossary/routing/

https://help.mypurecloud.com/articles/about-routing/

Correct Answer: D

Critical questions are questions that have a significant impact on the quality of an interaction. If answered "No", critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered.

Critical questions are used to identify interactions that fail to meet minimum quality standards.

References:

https://help.mypurecloud.com/glossary/critical- question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20succ ess%20of%20an%20interaction

https://help.mypurecloud.com/articles/create-an-evaluation-form/

https://help.mypurecloud.com/articles/evaluate-interactions/

Correct Answer: D

Explanation: The hardware ID (MAC address) is what binds the phone's settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone

configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the

phone in Genesys Cloud CX.

References:

https://help.mypurecloud.com/articles/about-phones/

https://help.mypurecloud.com/articles/add-a-phone/

Correct Answer: A

Explanation: Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between

Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more.

References: https://help.mypurecloud.com/articles/about-salesforce-integration/

https://help.mypurecloud.com/articles/about-zendesk-integration/

Correct Answer: D

Explanation: It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and

telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:

How many digits are required to dial a destination number Which digits are used to identify a country code, area code, or extension Which digits are used to access an outside line or an operator Which digits are used to indicate an

emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu . Genesys Cloud CX provides a set of default number plans that work for most users . You can

also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation .

References: https://help.mypurecloud.com/articles/number-plan- information/

https://help.mypurecloud.com/articles/add-number-plan/

Correct Answer: C

Explanation: Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are: Create a Site Create an Edge Group Associate the network interface Authenticate the Edge Configure the Edge Connectors Assign the Edge to a Site

References: https://help.mypurecloud.com/articles/configure-an-edge-device/ https://help.mypurecloud.com/articles/about-trunks/