Free Genesys GCP-GCX Practice Exam with Questions & Answers | Set: 3

Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:

• Agent performance
• Queue performance
• Interaction quality
• Customer satisfaction
• Workforce management

Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:

• Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
• Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
• Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
• Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.

References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/ https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/

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.References: https://help.mypurecloud.com/articles/about-workspaces/ https://help.mypurecloud.com/articles/add-files-to-a-workspace/

Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:

• Interaction volume
• Interaction quality
• Interaction outcomes
• Interaction flows

Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:

• You can customize the interaction view by using various filters and columns to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filterand column settings as a saved view to switch quickly between different data of interest in the same view.
• Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.

References: https://help.mypurecloud.com/articles/interactions-view-overview/ https://help.mypurecloud.com/articles/customize-performance-views/

Genesys Cloud CX supports integration with various CRM systems to enhance customer interactions by providing agents with comprehensive customer information directly within their workspace. Among the available integrations, Salesforce and Zendesk are notable for their seamless integration capabilities with Genesys Cloud CX, allowing agents to access customer data, log interactions, and manage customer relationships efficiently within the embedded clients. This integration facilitates improved customer service and personalized interactions by leveraging the rich functionalities of Salesforce and Zendesk within the Genesys Cloud environment.

IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent’s assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support.References: https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/ https://help.mypurecloud.com/articles/about-architect/

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 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:

References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/ https://help.mypurecloud.com/articles/agent-status-overview/

The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate - User license by default.References: https://help.mypurecloud.com/articles/add-a-user/ https://help.mypurecloud.com/articles/communicate-user-role/

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/

Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent’s proficiency or preference for handling certain types of interactions or customers. For example:

• Languages indicate an agent’s ability to speak or write in different languages.
• Skills indicate an agent’s capability or willingness to handle different media types or queues.

Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/ https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/ https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/

Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.References: https://help.mypurecloud.com/glossary/average-speed-of-answer/ https://help.mypurecloud.com/articles/queue-performance-summary-report/