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GCP-GCX PDF Dumps | Mar 14, 2026 Recently Updated Questions
Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Exam is a certification exam that is designed to test the knowledge and skills of professionals who work with the Genesys Cloud CX platform. GCP-GCX exam is a comprehensive assessment of the candidate's understanding of the platform, its features, and its capabilities. The GCP-GCX exam is a vendor-agnostic exam, which means that it is not specific to any particular technology or platform. This makes it an ideal exam for professionals who work in a variety of industries and who need to demonstrate their proficiency in using the Genesys Cloud CX platform.
NEW QUESTION # 78
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
Explanation:
Explanation
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A number plan can also define various aspects of call routing, such as:
* How many digits are required to dial a destination number
* Which digits are used to identify a country code, area code, or extension
* Which digits are used to access an outside line or an operator
* Which digits are used to indicate an emergency number or a special service A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
NEW QUESTION # 79
What options are available for exporting data from a view? Choose 2 answers
- A. TXT
- B. Chat
- C. CSV
- D. DOCX
- E. PDF
Answer: C,E
Explanation:
When exporting data from views in Genesys Cloud CX, users have several format options. Among these, PDF and CSV are commonly available choices for exporting data. PDF format is useful for creating ready-to-share documents that preserve the layout and formatting of the view, while CSV format is ideal for data manipulation and analysis in spreadsheet applications, allowing for further data processing and insights.
NEW QUESTION # 80
When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?
- A. Away
- B. Break
- C. Busy
- D. Available
Answer: A
Explanation:
When an agent's queue status is changed from On Queue to Off Queue in Genesys Cloud CX, their status is typically displayed as "Away" in the system views. This indicates that the agent is not currently available to handle new interactions in the queue, but it does not necessarily mean the agent is not working; they could be engaged in after-call work, training, or other non-queue activities.
NEW QUESTION # 81
Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud CX API
- B. Genesys Cloud CX Reporting and Analytics
- C. Genesys Cloud CX Architect
- D. Genesys Cloud CX Workforce Management
Answer: D
Explanation:
Explanation
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. References:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
NEW QUESTION # 82
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- B. Configuring trunks to identify premium-rate numbers.
- C. Manually training users to prevent calling premium-rate numbers.
- D. Creating a number-plan to identify premium-rate numbers.
Answer: D
Explanation:
Explanation
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. References: https://help.mypurecloud.com/articles/about-number-plans/
https://help.mypurecloud.com/articles/create-a-number-plan/
NEW QUESTION # 83
Genesys Cloud CX Voice is __________.
- A. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- B. A help bot that is available within Genesys Cloud CX chat.
- C. Another name for Genesys Cloud CX.
- D. A third-party service that provides external Phone Trunks.
Answer: A
Explanation:
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. Reference: https://help.mypurecloud.com/articles/about-genesys-cloud-voice/ https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
NEW QUESTION # 84
The Utilization feature of Genesys Cloud CX allows administrators to configure: (Choose two.)
- A. The after call work time for each media type.
- B. The maximum capacity that an agent may handle simultaneously for each supported media type.
- C. Time that an agent may spend on each media type.
- D. Media types that can interrupt current interactions that an agent is handling.
Answer: B,D
NEW QUESTION # 85
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A. False
- B. True
Answer: A
NEW QUESTION # 86
What is the distinguishing feature between queues and groups?
- A. Both queues and groups have the same ACD capabilities.
- B. Queues can be used in Architect flows, while groups cannot.
- C. Queues can have agents as members, while groups cannot.
- D. Unlike groups, queues allow for more complex scenarios like skill-based routing.
Answer: D
Explanation:
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. References:
https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/
NEW QUESTION # 87
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
Explanation
Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data.
For example:
* Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count.
Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
References: https://help.mypurecloud.com/articles/how-reporting-works/
https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 88
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Campaigns
- B. Contact Lists
- C. Agents
- D. Evaluation Forms
- E. Dialing Modes
Answer: A,B,C
NEW QUESTION # 89
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Full Access
- B. Write-Only
- C. Partial
- D. Collaborator
- E. Contributor
- F. Read-Only
Answer: A,E,F
Explanation:
Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level permissions for workspace membership based on their roles and needs. The access level permissions for workspace membership are:
Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.
Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share, move, copy, tag, download, or upload any document in the workspace.
Contributor: Users can create new documents in the workspace and edit or delete their own documents. They can also share, move, copy, tag, download, upload, and view any document in the workspace.
Some other access level permission types for workspace membership are Owner and Collaborator. Reference: https://help.mypurecloud.com/articles/workspace-overview/ https://help.mypurecloud.com/articles/manage-workspace-membership/
NEW QUESTION # 90
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. IVR prompts
- B. Scripts
- C. Dialog boxes
- D. Toast pop-ups
Answer: B
Explanation:
Explanation
Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction. References:
https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/
NEW QUESTION # 91
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Metrics Report
- B. Agent Quality Details Report
- C. Agent Login-Logout Details Report
- D. Agent Activity Summary Report
Answer: C
Explanation:
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Conduct
Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as:
Pre-set Day Filter
Report Date
Agent Group
Agent
Media Type
NEW QUESTION # 92
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. False
- B. True
Answer: A
Explanation:
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization. The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace. Reference: https://help.mypurecloud.com/articles/about-workspaces/ https://help.mypurecloud.com/articles/add-files-to-a-workspace/
NEW QUESTION # 93
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Play pre-recorded messages
- B. Configure queues
- C. Create skills
- D. Receive and route calls
- E. Convert text to speech
Answer: B,C,D
NEW QUESTION # 94
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
- A. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
- B. It manages the Genesys Cloud CX platform services.
- C. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
- D. It provides core telephony services.
- E. It provides for the integration of Active Directory, SharePoint, and other third-party data.
Answer: A,C,D
Explanation:
The following statements are true regarding the Genesys Cloud CX Edge appliance:
It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
It provides core telephony services such as call control, call recording, call quality monitoring, etc.
It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
The following statements are false regarding the Genesys Cloud CX Edge appliance:
It provides for the integration of Active Directory, SharePoint, and other third-party data.
It manages the Genesys Cloud CX platform services.
The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local network and Genesys Cloud CX data centers. Reference: https://help.mypurecloud.com/articles/about-edge-devices/ https://help.mypurecloud.com/articles/edge-device-overview/
NEW QUESTION # 95
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: A
NEW QUESTION # 96
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Collects such emails and stores it until an email address to report issues is configured.
- B. Sends the emails to anyone who has the admin role assigned in your organization.
- C. Automatically creates an email address and routes all such emails to this address.
- D. Does not route the emails to any email address.
Answer: B
Explanation:
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. Reference: https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/ https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
NEW QUESTION # 97
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Quality Management
- B. Human Capital Management
- C. Automatic Call Distribution
- D. Workforce Management
Answer: B
NEW QUESTION # 98
From the Interactions View, it is possible to access the details of only Inbound interactions.
- A. True
- B. False
Answer: A
NEW QUESTION # 99
What type of trunk would you configure to connect to AudioCodes phones?
- A. WebRTC phone trunk
- B. External trunk
- C. Network interface trunk
- D. Phone trunk
Answer: D
NEW QUESTION # 100
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