Genesys GCX-GCP Certification Exam Sample Questions

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Genesys GCX-GCP Sample Questions:

01. You can enable the location detection setting of the contact center from the __________ container.
a) Account Settings
b) Integrations
c) People & Permissions
d) Directory
 
02. What is the maximum file size that a user can upload into Genesys Cloud Documents?
a) 50 MB
b) 1 GB
c) 2 GB
d) No Limit
 
03. Which of the following displays the real-time metrics for the contact center?
a) Dynamic Views
b) Architect
c) Resource Center
d) All of the above
 
04. How can a supervisor activate or deactivate agents in queues in Genesys Cloud?
a) By modifying interaction flows
b) By using the queue management interface
c) Through wrap-up code configurations
d) By accessing performance dashboards
 
05. What is the purpose of an Evaluation Form in Quality Management?
(Choose two options)
a) They provide customers a way to provide feedback about their experience.
b) They measure how well your agents are performing at their job.
c) They measures the effectiveness of a campaign.
d) They can highlight where additional agent training might be needed.
 
06. Identify the correct description for Best Available Skills.
a) ACD only considers agents who have all the required skills.
b) ACD builds a list of agents with all skills; then considers skill proficiency of the agents to put them in sequence.
c) ACD selects the agents with the longest time since the last interaction.
d) ACD randomly assigns interactions to any available agent, regardless of skills.
 
07. Which three components make up the Genesys Cloud Platform?
a) Collaborate, Communicate, and Contact Center
b) Collaborate, Communicate, and Customer Support
c) Collaborate, Communicate, and Call Center
d) Collaborate, Contact Center, and Workforce Management
 
08. Genesys Cloud 1 supports which of the following flows?
a) SMS and messaging flows
b) Work flows
c) Email and chat flows
d) Outbound call flows
 
09. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
a) Language
b) A Score
c) Desire to Use
d) Skills
 
10. What does the "after call work" (ACW) setting in Genesys Cloud allow agents to do?
a) Extend break times between interactions
b) Log and categorize the interaction after it concludes
c) Automatically forward calls to the next agent
d) Route the next interaction automatically

Answers:

Question: 01
Answer: a		 Question: 02
Answer: c		 Question: 03
Answer: a		 Question: 04
Answer: b		 Question: 05
Answer: b, d
Question: 06
Answer: b		 Question: 07
Answer: a		 Question: 08
Answer: d		 Question: 09
Answer: a, d		 Question: 10
Answer: b

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