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To pass the Genesys GCP-GCX certification exam, candidates must demonstrate a deep understanding of the Genesys Cloud CX platform and the best practices for using it to support customer interactions. GCP-GCX exam consists of multiple-choice questions and is timed, with a total of 65 questions to be answered in 90 minutes. GCP-GCX Exam is available in multiple languages, including English, French, German, Japanese, and Spanish.

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q36-Q41):

NEW QUESTION # 36
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?

A. No
B. Yes

Answer: A

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 # 37
What is the distinguishing feature between queues and groups?

A. Unlike groups, queues allow for more complex scenarios like skill-based routing.
B. Both queues and groups have the same ACD capabilities.
C. Queues can be used in Architect flows, while groups cannot.
D. Queues can have agents as members, while groups cannot.

Answer: A

Explanation:
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. Reference: https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/

NEW QUESTION # 38
To assign extensions to users, you must first __________.

A. Create a pool of extensions.
B. Assign the extension to the user's phone.
C. Add the extension to the dial plan.
D. Buy the extension number from the carrier.

Answer: A

Explanation:
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/ https://help.mypurecloud.com/articles/assign-extensions-to-users/

NEW QUESTION # 39
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

A. Medians
B. Index Ratings
C. Knowledge levels
D. Languages
E. Skills

Answer: C,E

NEW QUESTION # 40
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: B,C

Explanation:
Explanation
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as:
* Run reports during off-peak hours or schedule them for later delivery.
* Share reports with other users instead of creating multiple copies.
* Adjust report parameters to include only relevant data and filters.
* Review and delete unused or outdated reports regularly. References:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/

NEW QUESTION # 41
......

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