We have prepared Genesys Cloud CX Quality Management Certification (GCX-QM) certification sample questions to make you aware of actual exam properties. This sample question set provides you with information about the Cloud CX Quality Management exam pattern, question formate, a difficulty level of questions and time required to answer each question. To get familiar with Genesys Cloud CX Quality Management Certification (GCX-QM) exam, we suggest you try our Sample Genesys GCX-QM Certification Practice Exam in simulated Genesys certification exam environment.
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Genesys GCX-QM Sample Questions:
01. Select the two available options for Actions to Perform.
a) Specific Queue(s)
b) Assign Evaluation
c) Time Sets
d) Archive Recording
02. What process helps you standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
a) Scoring
b) Monitoring
c) Calibration
d) Evaluation
03. Quality dashboards use __________ to enable administrators, managers, and supervisors to monitor real-time contact center activity.
a) Dashlets
b) Calibration
c) Evaluation Form
d) Expert Evaluator
04. What is the purpose of encryption keys in Genesys Cloud Quality Management?
a) To secure data transmission between agents and evaluators
b) To encrypt interaction recordings for privacy
c) To configure secure scripts
d) To restrict access to Quality Dashboards
05. Choose the two correct statements regarding an evaluation form.
a) A quality evaluation form is a source of data for performance analysis.
b) A quality evaluation form is a quality monitoring program.
c) A quality evaluation form is a tool for calibration.
d) A quality evaluation a form is a coaching session.
06. What is the term used when a recording has a completed evaluation deemed as representing an accurate scoring?
a) Calibration
b) Expert Evaluator
c) Scoring Index
d) Evaluation Marker
07. Genesys Cloud uses ____________ to protect recorded interactions from unauthorized access.
a) Encryption
b) Decryption
c) Evaluation
d) Authorization
08. Who is responsible for reviewing the recordings of interactions?
a) Quality Administrator
b) Agent
c) Quality Evaluator
d) Coaching Facilitator
09. Select all four main phases of the quality evaluation process.
(Choose four options)
a) Evaluate
b) Define
c) Assign
d) Record
e) Approve
f) Review Results
10. What is a critical question in an evaluation form?
a) Critical questions are used to prioritize questions that are critical to the success of an interaction.
b) Critical questions are questions that the agent must answer.
c) Critical questions are multiple-choice questions that have a higher weight than non-critical questions.
d) If answered "No", critical questions will result in an evaluation score of zero for the interaction.
Answers:
Question: 01
Answer: b, d |
Question: 02
Answer: c |
Question: 03
Answer: a |
Question: 04
Answer: b |
Question: 05
Answer: a, c |
Question: 06
Answer: c |
Question: 07
Answer: a |
Question: 08
Answer: c |
Question: 09
Answer: a, c, d, f |
Question: 10
Answer: a |
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