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Genesys GCX-GCD Exam Syllabus Topics:
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NEW QUESTION # 23
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
- A. Outbound
- B. Calling
- C. Availability
- D. SIP Access Control
Answer: D
Explanation:
In Genesys Cloud CX, SIP Access Control is where you configure the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk, ensuring secure and controlled SIP communication.
NEW QUESTION # 24
While creating a query to fetch conversation data, and interval of up to _____ days can be applied for a query with no filter.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
In Genesys Cloud CX, when creating a query to fetch conversation data without any filters, you can specify an interval of up to seven days. This means you can retrieve conversation data spanning the past seven days, including today.
Reference:https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
NEW QUESTION # 25
In Genesys Cloud CX, the term conversation is defined as an interaction between multiple participants over at least one media channel such as chat, phone, or email.
Each conversation contains the end-to-end data for all interactions between the participants.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, a conversation refers to an interaction involving multiple participants over one or more media channels, such as chat, phone, or email. Each conversation encompasses comprehensive data for all interactions among the participants, providing a complete view of the engagement history.
Reference:https://help.mypurecloud.com/glossary/conversation/
NEW QUESTION # 26
AudioHook requires specialized libraries and services for orchestration, load balancing, serialization and session management.
- A. False
- B. True
Answer: A
Explanation:
AudioHook Monitor in Genesys Cloud CX doesnotrequire specialized libraries or services for orchestration, load balancing, serialization, or session management. It is designed to stream voice interactions to third-party services in near real-time without the need for additional infrastructure.
Reference:https://help.mypurecloud.com/articles/audiohook-monitor-overview/
NEW QUESTION # 27
If you don't pass the paging parameters while querying, the default page size is set to _____.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
In Genesys Cloud CX, when making API requests that return a list of resources, if you don't specify paging parameters (pageSizeandpageNumber), the system defaults to a page size of 25 results. This means that the response will include up to 25 items per page unless you define otherwise.
Reference:https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
NEW QUESTION # 28
Which of the following applies to the Notifications API?
- A. The ping messages are for topic subscriptions.
- B. The ping message will tell you if the authentication token is expired or not.
- C. There is noping message for Notification APIs.
- D. The ping/pong messages will tell you if the socket is dropped or not.
Answer: D
Explanation:
In the Genesys Cloud CX Notifications API, ping/pong messages are used to check the healthof the WebSocket connection. These messages help detect if the socket is still open or if it has been dropped, enabling appropriate client-side handling.
NEW QUESTION # 29
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
- A. Core Services
- B. Application Services
- C. Communication Services
- D. Public Interface Services
Answer: A
Explanation:
Core Services in Genesys Cloud CX handle fundamental platform functions such as account configuration, directory search, user membership management, phone call routing, and agent assignment, serving as the backbone of system operations.
NEW QUESTION # 30
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The DID number and the extension do not have the same last 4 digits.
- B. The user does not have the proper license type, roles, and permissions.
- C. The DID number and extension are considered the same numbers and entered into the same phone.
- D. The DID number and extension are not listed in the DED or extension pools.
Answer: B,D
Explanation:
For a user to receive calls via a DID number or extension in Genesys Cloud CX, the number must be properly provisioned in the system's DID or extension pools. Additionally, the user must have the appropriate license, roles, and permissions to handle voice interactions. Missing either of these configurations will prevent call delivery.
NEW QUESTION # 31
When you reply to an email message, you can attach a file to send with the email reply.
What is the maximum message size, including attachments? How can you work around this limitation?
- A. 40 MB per message (after base64 encoding) You can work around this limitation by including links to large documents stored in Content Management.
- B. 20 MB per message (after base64 encoding) You can work around this limitation by splitting the files and sending several email interactions.
- C. 5 MB per message (after base64 encoding) with no workaround.
- D. 20 MB per message (after base64 encoding) You can work around this limitation by including links to any third-party cloud storage service.
- E. 40 MB per message (after base64 encoding) with no workaround
Answer: A
Explanation:
Genesys Cloud CX enforces a maximum outgoing message size of 40 MB, including attachments, after base64 encoding. Base64 encoding increases the size of the original files by approximately 33%, so the combined size of the email body and attachments should be around 29 MB before encoding to stay within the limit. To manage larger files, you can upload them to Genesys Cloud Documents and include links to these documents in your email, effectively bypassing the attachment size limitation.
Reference:https://help.mypurecloud.com/faqs/acd-email-message-attachment-size-limits/
NEW QUESTION # 32
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. ID
- D. Agent Name
Answer: B
Explanation:
When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.
NEW QUESTION # 33
Which of the following best defines Mandatory, Time-boxed, No early exit After Call Work (ACW)?
- A. The agent is automatically placed into an ACW status, and the system will automatically set the status to Available when the After Call Timeout is reached. The agent cannot set the status to Available if the ACW is completed early.
- B. Once the ACW status starts for the agent, the system will automatically set the status to Available again when the After Call Timeout is reached. The agent can set the status to Available if the ACW is completed early.
- C. The agent may or may not complete ACW. The system will set the status to Available after the interaction is completed. The agent is responsible for setting the availability appropriately if performing ACW.
- D. The ACW status for the agent and will remain in that status until a Wrap-Up code is selected and the ACW is manually completed.
Answer: A
Explanation:
In Mandatory, Time-boxed, No early exit ACW, agents are forced into ACW status after an interaction and must remain in that status until the timeout completes. They cannot exit early, ensuring consistent post-call handling within the defined time window.
NEW QUESTION # 34
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Performance > Overview (Evaluations]
- B. Admin > Contact Center
- C. Performance > Workspace > Dashboards
- D. Admin > Quality
Answer: C
Explanation:
In Genesys Cloud CX, to view agent evaluation scores, evaluation activity, and calibration activity in real time, navigate toPerformance > Workspace > Dashboards. This path provides access to the Quality Administrator dashboard, which offers comprehensive insights into these metrics.
Reference:https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION # 35
Which ACD routing method routes an interaction to the next available agent?
- A. Standard ACD
- B. BullseyeACD
- C. Disregard Skills. Next Agent
- D. Preferred Agent
Answer: A
Explanation:
The StandardACD routing method in Genesys Cloud CX routes interactions to the nextavailableagent based on queue configuration, without modifying routing logic or preferences like skills or agent affinity. It ensures straightforward, availability-based distribution.
NEW QUESTION # 36
The typing notifications can be sent to the chat window using a POST with the _______________.
- A. Conversation ID + Member ID +Session ID
- B. Conversation ID + Session ID
- C. Member ID
- D. Conversation ID + Member ID
Answer: D
Explanation:
In Genesys Cloud CX, to send typing notifications to the chat window, you use aPOSTrequest to the/api/v2
/conversations/{conversationId}/participants/{participantId}/typingendpoint. This requires both the Conversation ID and the Participant (Member) ID to correctly identify and notify the specific participant within the conversation.
NEW QUESTION # 37
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. False
- B. True
Answer: B
Explanation:
Routing in Genesys Cloud CX directs customer interactions to the most suitable automated system or human agent based on defined rules, skills, or availability, ensuring efficient and effective communication handling.
NEW QUESTION # 38
Where, in Genesys Cloud CX, can you search for people in your organization and add external contacts?
- A. Activity
- B. Location
- C. Documents
- D. Directory
Answer: D
Explanation:
In Genesys Cloud CX, the Directory allows you to search for individuals within your organization and add external contacts. The Directory provides a streamlined view of all contact and organization data, enabling efficient management of both internal and external contacts.
Reference:https://help.mypurecloud.com/articles/about-external-contacts/
NEW QUESTION # 39
If no content type is mentioned in a request, Genesys Cloud CX responds to the request in _______________ format.
- A. YAML
- B. JSON
- C. XML
- D. CVS
Answer: B
Explanation:
Genesys Cloud CX APIs default to JSON format for responses when no specific content type is mentioned in the request, as JSON is the standard data interchange format used across its RESTful API platform.
NEW QUESTION # 40
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. Sales Script Template
- C. Collection Script Template
- D. Default Callback Script
- E. Blank Script
- F. Default Outbound Script
Answer: A,D,E,F
Explanation:
When creating a new script in Genesys Cloud CX, if no additional templates have been created, the following default templates are available:
Blank Script: A script without any pre-configured components, providing a blank canvas for customization.
Default Callback Script: The default script that pops for callbacks. Use this script if you have not specified another script in Architect to run in response to an in-queue callback action.
Default Inbound Script: The default script that pops for inbound calls.
Default Outbound Script: A default script for outbound dialing. It contains a control for updating contact list fields. When you base a script on this template, you must select a contact list in the script's properties.
Otherwise, Scripter shows no edit fields.
NEW QUESTION # 41
Which of the following statements defines a fatal question in an Evaluation Form?
- A. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
- B. Fatal questions are critical questions If scored No the agent will be removed from the queue.
- C. Fatal questions are the same as critical questions.
- D. Fatal questions are weighted higher than non-fatal questions.
Answer: A
Explanation:
In Genesys Cloud CX, a fatal question on an Evaluation Form is designed to reflect a critical requirement. If the evaluator scores "No" on such a question, the agent receives a zero for the entire evaluation, regardless of other responses.
NEW QUESTION # 42
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A. You must collect general information such as building address number of floors, location contact information, etc.
- B. You must have the basic profile data for all users at the new location.
- C. You must know the exact coordinates of the new building.
- D. You must have Admin rights to Genesys Cloud CX.
- E. You must have images of all the users located at the new location.
Answer: A,D
Explanation:
To add a new location in Genesys Cloud CX, you need administrative privileges and must gather general location details such as address and contact information. These are required for properly setting up and managing the new site within the platform.
NEW QUESTION # 43
Which identifier do you need to provide in the missing section to use the following GET method?
https://api.{{environment}}/api/v2/flows/{___}
- A. ivrld
- B. scheduleGroupld
- C. promptld
- D. flowld
Answer: D
Explanation:
In the Genesys Cloud CX API, when using the GET method to retrieve details for a specific flow, the identifier you need to provide is flowId, which uniquely identifies the flow within the system.
NEW QUESTION # 44
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