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Genesys Certification
GCP-GCX Exam
Genesys.GCP-GCX.v2023-11-20.q73 Dumps

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Question 1

Unused reports need to be disabled manually to prevent unnecessary load on the system.

A.True
B.False

Correct Answer: B

Explanation
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/about-reports/
https://help.mypurecloud.com/articles/disable-and-enable-reports/

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Question 2

Which options can be configured when setting up a queue? (Choose two.)

A.Wrap-up Codes
B.ACD Skills
C.Utilization
D.Alerting Timeout
E.Inbound Flows

Correct Answer: A,C

Explanation
Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can have various options configured to define its behavior and performance, such as:
* Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction.
* Utilization is a percentage that indicates how much time an agent spends handling interactions versus being available for new interactions.
Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc. References: https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/create-and-configure-queues/
https://help.mypurecloud.com/glossary/wrap-up-code/ https://help.mypurecloud.com/glossary/utilization/

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Question 3

WebRTC phones require all hardware and software to be properly installed.

A.True
B.False

Correct Answer: B

Explanation
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/
https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/

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Question 4

Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

A.Workgroups
B.Rooms
C.Groups
D.Roles

Correct Answer: D

Explanation
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/

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Question 5

What is the distinguishing feature between queues and groups?

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

Correct Answer: C

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