Genesys Cloud CX Certified Professional - Consolidated Exam (GCP-GCX) Free Practice Test

Question 1

What is the correct statement about Divisions?

A. Users can only access the Division they belong to.

B. Transactional objects (Interactions) are not division-aware.

C. A user can belong to more man one Division

D. A User can belong to only one Division, but can access as many division as needed.

Correct Answer: D

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Question 2

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

A. False

B. True

Correct Answer: A

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Question 3

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

A. 80% of agents must answer calls within 20 seconds.

B. 80% of calls must be answered within 20 seconds.

C. 80 calls must be answered every 20 seconds.

D. 20 chats and calls must be answered in 80 seconds.

Correct Answer: B

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Question 4

Where can DID Numbers be assigned to? Choose 3 answers

A. Queue

B. Person

C. Phone

D. Edge

E. Call Flow

F. External Trunk

Correct Answer: B,C,E

Question 5

Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

A. False

B. True

Correct Answer: B

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Question 6

What type of trunk would you configure to connect to AudioCodes phones?

A. External trunk

B. Network interface trunk

C. Phone trunk

D. WebRTC phone trunk

Correct Answer: C

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Question 7

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

A. Dialog boxes

B. Scripts

C. Toast pop-ups

D. IVR prompts

Correct Answer: B

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Question 8

_________ binds the numbering plan with the trunk.

A. Inbound route

B. Outbound route

C. Edge

D. Edge Group

Correct Answer: B

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Question 9

Where can you add preconfigured settings to the phones?

A. Admin > Telephone > Phone Management > Calls

B. Admin > Telephone > Phone Management > Base Settings

C. Admin > Telephone > Phone Management > Phones

Correct Answer: B

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Question 10

Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

A. Asking every team member to run and save a copy of the report.

B. Running reports during peak hours.

C. Adjusting report parameters in order to include fewer agents, queues, and interactions.

D. Reviewing and ensuring the usage of scheduled reports.

Correct Answer: A,B

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Genesys Cloud CX Certified Professional - Consolidated (GCP-GCX) Free Practice Test