Free Genesys GCP-GCX Practice Exam with Questions & Answers | Set: 4

Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management. Policies are rules that automate repetitive quality management tasks based on various criteria and conditions. Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations.References: https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/

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/

Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the group. You can create workspaces for different purposes, such as projects, teams, departments, etc.References: https://help.mypurecloud.com/articles/about-workspaces/ https://help.mypurecloud.com/articles/create-a-workspace/

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. References: https://help.mypurecloud.com/articles/about-edge-devices/ https://help.mypurecloud.com/articles/edge-device-overview/

The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. 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

An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:

• Availability
• Productivity
• Quality
• Conduct
• Satisfaction

The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent 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 active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent 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 Agent Login-Logout Details Report is a report that would help you view an agent’s time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/ https://help.mypurecloud.com/articles/monitor-agent-adherence/

You can add variables to a script. A variable is a placeholder for a value that can change during the execution of a script. Variables can store various types of data, such as text, numbers, booleans, etc. You can use variables to display or collect information in a script, such as customer name, account number, order status, etc. You can create your own custom variables or use built-in variables that are provided by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/about-variables-and-expressions/ https://help.mypurecloud.com/articles/add-script-variable/ https://help.mypurecloud.com/articles/built-in-script-variables/

The hardware ID (MAC address) is what binds the phone’s settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX.References: https://help.mypurecloud.com/articles/about-phones/ https://help.mypurecloud.com/articles/add-a-phone/