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NEW QUESTION # 14
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 DID number and extension are considered the same numbers and entered into the same phone.
- C. The user does not have the proper license type, roles, and permissions.
- D. The DID number and extension are not listed in the DID or extension pools.
Answer: C,D
NEW QUESTION # 15
Which of the following statements is NOT true regarding Management Units?
- A. Management Units partition agents and interactions into logical groups.
- B. They help you create, manage, and view schedules for a group.
- C. A maximum of 100 agents can be added to a single Management Unit.
- D. Agents that handle the same set of interactions should belong to the same management unit.
Answer: C
NEW QUESTION # 16
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- B. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
- C. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- D. Have all attendees call you. When all calls are active, click the Start Conference button.
Answer: C,D
NEW QUESTION # 17
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
__________.
- A. Configure a trunk
- B. Create a Site
- C. Configure the Edge Connectors
- D. Create an Edge Group
- E. Associate the network interface
- F. Assign the Edge to a Site
- G. Authenticate the Edge
Answer: A
NEW QUESTION # 18
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
- A. Average Talk Time
- B. Average Handle Time
- C. Average Speed of Answer
- D. After Call Work
Answer: C
NEW QUESTION # 19
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. AI Chat
- B. Text Chat
- C. Content Management
- D. Video Chat
Answer: C
NEW QUESTION # 20
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A. Get a default trunk line installed.
- B. In the Genesys Cloud CX Resource Center.
- C. By asking your carrier what you would need.
- D. On the PSTN carrier's web site.
Answer: B
NEW QUESTION # 21
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
NEW QUESTION # 22
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Base Settings
- B. Admin > Telephone > Phone Management > Calls
- C. Admin > Telephone > Phone Management > Phones
Answer: C
NEW QUESTION # 23
Instant messaging costs are significantly less than long-distance phone conversations.
- A. True
- B. False
Answer: A
NEW QUESTION # 24
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 25
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Skills
- B. Languages
- C. Medians
- D. Knowledge levels
- E. Index Ratings
Answer: A,D
NEW QUESTION # 26
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 Outbound Script
- B. Default Inbound Script
- C. Default Callback Script
- D. Blank Script
- E. Sales Script Template
- F. Collection Script Template
Answer: B,D,E,F
NEW QUESTION # 27
Which of the following best defines the performance view for Agents?
- A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- B. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- C. Used to monitor real-time contact center metrics.
- D. Used to view historical data only.
Answer: B
NEW QUESTION # 28
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Specify time sets as a matching criteria.
- B. Set up a schedule to run a daily report.
- C. Determine how long to retain recordings and whether to archive or delete them.
- D. Update the Do Not Call list with records that have the appropriate wrap-up code.
- E. Automatically assign an evaluation for all calls over 5 minutes.
Answer: B,C,D
NEW QUESTION # 29
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