Free Genesys GCP-GCX Practice Exams - Page 4 of 7

Question #31

Which of the following statements is NOT true regarding numbering plan?

A . It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
B . Numbering plan is also known as a dial plan.
C . Numbering plan can be added or modified based on the organizational requirements.
D . It has to be created manually.

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Question #32

Alerts that have been read are not included in the alert count, even if they are still active.

A . True
B . False

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Question #33

The________provides a high-level overview of a campaign’s performance

A . Historical view
B . Campaign Performance Summary view
C . Campaign Performance Detail view
D . Q Outbound Campaign view
E . Dynamic view

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Question #34

You can add more than one outbound route to the contact center.

A . True
B . False

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Question #35

Select all available options for adding widgets to a performance dashboard. (Choose four.)

A . Agent Status
B . Grid
C . Text
D . Metric
E . Interaction
F . Chart

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Question #36

Which of the following statements defines a critical question in an Evaluation Form?

A . Critical questions are used to prioritize questions that are critical to the success of an interaction.
A separate critical score is calculated for critical questions.
B . Critical questions are questions that the agent must answer.
C . Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
D . If answered "No", critical questions will result in an evaluation score of zero for the interaction.

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Question #37

Which of the following best defines the performance view for Queues?

A . Used to monitor real-time contact center metrics.
B . Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
C . Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
D . Used to view historical data only.

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Correct Answer: C
C

Explanation:

Reference: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX.

The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as:

Service level

Abandon rate

Average speed of answer

Average handle time

Interaction volume

The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents because:

Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.

Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu. You can see the historical values of various metrics by using the date filter or the pre-set day filter.

Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues.

Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues.

Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues.

Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues.

Reference:

https://help.mypurecloud.com/articles/performance-dashboards-overview/

https://help.mypurecloud.com/articles/queues-views-overview/

Question #38

Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?

A . Supervisor
B . admin
C . employee
D . User

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Question #39

Which role is automatically assigned to a new user?

A . User
B . Communicate – User
C . admin
D . employee

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Question #40

You can use Regular Expressions to create Number Plans

A . True
B . False

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