Latest Genesys GCP-GCX PDF and Dumps (2025) Free Exam Questions Answers
Pass Your Genesys Cloud CX GCP-GCX Exam on Sep 16, 2025 with 144 Questions
NEW QUESTION # 60
Under which container is Queue available?
- A. Telephony
- B. Contact Center
- C. Routing
- D. Integration
Answer: C
Explanation:
Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window. Reference: https://help.mypurecloud.com/articles/routing-overview/ https://help.mypurecloud.com/articles/admin-menu-overview/
NEW QUESTION # 61
Why are Divisions important in an organization?
- A. Divisions define which users can be assigned to queues.
- B. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- C. Divisions are used to divide interactions equally between 2 or more queues.
- D. Divisions allow the organization to control which roles can be assigned to users.
Answer: B
Explanation:
Explanation
Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division. References: https://help.mypurecloud.com/glossary/division/
https://help.mypurecloud.com/articles/about-divisions/
NEW QUESTION # 62
Instant messaging costs are significantly less than long-distance phone conversations.
- A. False
- B. True
Answer: B
Explanation:
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
NEW QUESTION # 63
Which view displays current metrics and information about queues if you have a membership?
- A. Queues Activity
- B. Queues
- C. Queues Performance
- D. My Queues Activity
Answer: D
Explanation:
Reference:
My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data. Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/ https://help.mypurecloud.com/articles/customize-views/
NEW QUESTION # 64
Which one of the following Genesys Cloud CX configuration options provides a way to ensure that phones of a specific make and model are all deployed with the same settings?
- A. Base Settings
- B. IP Phone Templates
- C. Default Station Configuration
- D. Managed IP Phones
Answer: A
NEW QUESTION # 65
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Workforce Engagement
- B. Human Capital Management
- C. Digital
- D. AI
- E. VR
Answer: A,C,D
Explanation:
Explanation
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities.
AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References:
https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital
https://www.genesys.com/genesys-cloud/features/workforce-engagement
NEW QUESTION # 66
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
- A. Yes
- B. No
Answer: B
Explanation:
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
An interaction spends time in multiple queues
An interaction abandons before an agent handles it
An agent is a member of more than one queue
An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
Offered count
Answered count
Abandoned count
Transfer count
NEW QUESTION # 67
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
- A. Agent Metrics Report
- B. Queue Metrics Daily Report
- C. Interaction Details Report
- D. User Status Detail Report
Answer: A
Explanation:
The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence. Reference: https://help.mypurecloud.com/articles/agent-login-logout-details-report/ https://help.mypurecloud.com/articles/monitor-agent-adherence/
NEW QUESTION # 68
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. False
- B. True
Answer: A
Explanation:
Explanation
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
You can develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as :
* Report type
* Report format
* Report frequency
* Report recipients
You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as :
* Report type
* Report filters
* Report date range
* Report columns
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/schedule-a-report/ https://help.mypurecloud.com/articles/view-a-report/
NEW QUESTION # 69
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
- A. Workforce Management
- B. Routing
- C. Queue Management
- D. Reporting and Analytics
Answer: A
Explanation:
Reference:
Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed. Reference: https://help.mypurecloud.com/articles/about-workforce-management/ https://help.mypurecloud.com/articles/workforce-management-overview/
NEW QUESTION # 70
Which feature enables a voice interaction to interrupt an email interaction?
- A. Scripts
- B. Emergency Routing
- C. ACD Skills
- D. Utilization
Answer: D
Explanation:
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/
NEW QUESTION # 71
WebRTC phones require all hardware and software to be properly installed.
- A. False
- B. True
Answer: B
NEW QUESTION # 72
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. When employees have free time, they can review biographies of their peers.
- B. The profile information can be used to keep Linkedin details updated.
- C. The education information can be verified against the human resources database.
- D. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
Answer: D
Explanation:
Reference:
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. Reference: https://help.mypurecloud.com/articles/about-profiles/ https://help.mypurecloud.com/articles/search-for-people/
NEW QUESTION # 73
Which of the following best defines the performance view for Queues?
- A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- B. Used to monitor real-time contact center metrics.
- C. Used to view historical data only.
- D. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
Answer: D
Explanation:
Reference:
The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents because:
Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu . You can see the historical values of various metrics by using the date filter or the pre-set day filter.
Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues.
Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues.
Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues.
Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues.
NEW QUESTION # 74
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
- A. Calling
- B. Outbound
- C. SIP Access Control
- D. Availability
Answer: C
Explanation:
SIP Access Control is where you can add the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk in Genesys Cloud CX Telephony Admin menu. SIP Access Control is a feature that allows you to control which IP addresses or CIDR ranges can access your External or Phone Trunks in Genesys Cloud CX. SIP Access Control can help you enhance the security and performance of your trunks by preventing unauthorized or unwanted access from external sources. You can add IP addresses or CIDR ranges to the Allow List or Deny List of your trunks based on your needs and preferences. Reference: https://help.mypurecloud.com/articles/sip-access-control-overview/ https://help.mypurecloud.com/articles/add-an-ip-address-or-cidr-range-to-a-trunk/
NEW QUESTION # 75
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Reviewing and ensuring the usage of scheduled reports.
- B. Asking every team member to run and save a copy of the report.
- C. Running reports during peak hours.
- D. Adjusting report parameters in order to include fewer agents, queues, and interactions.
Answer: A,D
NEW QUESTION # 76
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