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Genesys GCP-GCX certification is a consolidated exam that covers a wide range of topics related to the Genesys Cloud CX platform. GCP-GCX exam covers topics such as account setup, routing, reporting, and analytics. GCP-GCX Exam is designed to help professionals understand how to use the platform to its full potential, and how to leverage its key features to drive business success.
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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q131-Q136):
NEW QUESTION # 131
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
Answer: A
Explanation:
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/
NEW QUESTION # 132
If you have not created any additional templates, you will have several default template options when creating a new script.
These default templates are: (Choose four.)
- A. Default Inbound Script
- B. Default Callback Script
- C. Blank Script
- D. Default Outbound Script
- E. Collection Script Template
- F. Sales Script Template
Answer: A,B,C,D
Explanation:
Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:
Blank Script is an empty template that allows you to create a script from scratch.
Default Callback Script is a template for scripts that handle callback interactions.
Default Inbound Script is a template for scripts that handle inbound interactions.
Default Outbound Script is a template for scripts that handle outbound interactions.
You can also create your own custom templates for scripts based on your needs. Reference: https://help.mypurecloud.com/articles/create-a-script-template/ https://help.mypurecloud.com/articles/create-a-script-from-a-template/
NEW QUESTION # 133
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. True
- B. False
Answer: A
Explanation:
Explanation
The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type. References: https://help.mypurecloud.com/articles/about-licenses/
https://help.mypurecloud.com/articles/assign-licenses-to-users/
NEW QUESTION # 134
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Overview (Evaluations)
- B. Admin > Quality
- C. Admin > Contact Center
- D. Performance > Workspace > Dashboards
Answer: A
Explanation:
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 135
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
- A. True
- B. False
Answer: B
NEW QUESTION # 136
......
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