GCP-GCX Online Practice Questions and Answers

Correct Answer: B

Explanation: The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud

CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony > Plugin > All and

Telephony > Call > Control > All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features.

References:

https://help.mypurecloud.com/articles/about-roles-and-permissions/

https://help.mypurecloud.com/articles/assign-roles-to-a-user/

https://help.mypurecloud.com/articles/make-a-phone-call/

Correct Answer: A

Explanation: Instant messaging costs are significantly less than long-distance phone conversations is a true statement. Instant messaging is a form of communication that allows users to exchange text messages in real time over the internet or other networks using various devices or platforms. Instant messaging costs are usually based on data usage or subscription fees rather than distance or duration of communication. Long- distance phone conversations are forms of communication that allow users to exchange voice messages over phone lines or cellular networks across different geographic regions or countries. Long-distance phone conversations costs are usually based on distance and duration of communication as well as carrier rates or taxes. References: https://www.genesys.com/glossary/instant-messaging https://www.genesys.com/glossary/long-distance-phone-conversation

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: Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as: Interaction volume Interaction quality Interaction outcomes Interaction flows Your customizations in the interaction view remain in effect even if you leave the view and return to it later because: You can customize the interaction view by using various filters and columns to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view. Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again. References: https://help.mypurecloud.com/articles/interactions-view-overview/

https://help.mypurecloud.com/articles/customize-performance-views/

Correct Answer: A

Explanation: Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in

Genesys Cloud CX. A number 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 number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX.

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

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

https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call- simulator/

Correct Answer: A

Reference: https://help.mypurecloud.com/articles/profiles/

It is essential to have employees complete their profile information because searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can contain various types of information about

people in the organization, such as name, title, department, location, skills, biography, etc. These information can help users find and connect with other users within Genesys Cloud CX.

References: https://help.mypurecloud.com/articles/about-profiles/

https://help.mypurecloud.com/articles/search-for-people/

Correct Answer: B

Explanation: In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based

on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules.

References: https://help.mypurecloud.com/articles/about-number-plans/

https://help.mypurecloud.com/articles/create-a-number-plan/

Correct Answer: A

Explanation: The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's

email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin.

References:

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

https://help.mypurecloud.com/articles/resend-an-invitation-email/

Correct Answer: C

Explanation: Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes

features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc.

References:

https://help.mypurecloud.com/articles/about-quality-management/

https://help.mypurecloud.com/articles/quality-management-overview/

Correct Answer: A

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/