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The GCP-GCX certification exam is a rigorous and challenging exam that requires significant preparation and study. However, passing the exam can open up many opportunities for professionals in the field. Certified professionals can demonstrate their expertise and proficiency in the use of the Genesys Cloud CX platform, which can lead to increased job opportunities, higher salaries, and greater recognition in the industry. Overall, the GCP-GCX certification exam is an important step for professionals looking to advance their careers in the field of customer experience.

Genesys GCP-GCX exam covers a wide range of topics that are relevant to the use of Genesys Cloud CX. GCP-GCX exam is designed to test the knowledge of professionals on topics such as the architecture of Genesys Cloud CX, the features and functionality of the platform, and the best practices for using the platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification program also includes practical exercises that test the ability of professionals to apply their knowledge in real-world scenarios.

Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Exam is a certification exam designed to test the knowledge and skills of professionals who work with the Genesys Cloud CX platform. Genesys Cloud CX is a cloud-based customer experience platform that enables businesses to connect with their customers through various channels like voice, chat, email, and social media. The GCP-GCX certification is intended for professionals who want to demonstrate their expertise in implementing, configuring, and managing Genesys Cloud CX solutions.

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q140-Q145):

NEW QUESTION # 140
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

A. Application Services
B. Core Services
C. Public Interface Services
D. Communication Services

Answer: B

Explanation:
Reference:
Core Services is the platform component that manages account configuration, directory search, user membership, phone call routing, and agent assignment in Genesys Cloud CX. Core Services is a set of services that provide essential functionality and data for Genesys Cloud CX applications and integrations. Core Services include various features and functions, such as:
Account configuration
Directory search
User membership
Phone call routing
Agent assignment
Presence management
Notifications
Authentication
Authorization
Billing
Some other platform components of Genesys Cloud CX are Public Interface Services, Communication Services, Application Services, etc. Reference: https://help.mypurecloud.com/articles/platform-overview/ https://help.mypurecloud.com/articles/core-services-overview/

NEW QUESTION # 141
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

A. Skills Performance
B. Agents
C. Interactions
D. Queues Activity

Answer: A

Explanation:
Reference:
The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performance-view/

NEW QUESTION # 142
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

A. Emergency Groups
B. Automatic Call Distribution
C. Architect
D. Scheduling

Answer: B

Explanation:
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue. Reference: https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/ https://help.mypurecloud.com/articles/about-acd/

NEW QUESTION # 143
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?

A. Yes
B. No

Answer: B

Explanation:
Explanation
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 interaction spends time in multiple queues
* An interaction abandons before an agent handles it
* An agent is a member of more than one queue
* 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:
* Offered count
* Answered count
* Abandoned count
* Transfer count
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/

NEW QUESTION # 144
Which of the following Edge features provides client and server-side call matching?

A. Media server
B. Call broker
C. SIP proxy
D. SIP gateway

Answer: B

NEW QUESTION # 145
......

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