Free Dec-2025 UPDATED Genesys GCP-GCX Exam Questions & Answer
Latest Success Metrics For Actual GCP-GCX Exam Realistic Dumps
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 is divided into three sections: Routing, Reporting, and Analytics, and Contact Center Management. The Routing section covers topics such as routing strategies, routing rules, and routing prioritization. The Reporting and Analytics section covers topics such as report types, report scheduling, and data visualization. The Contact Center Management section covers topics such as agent management, queue management, and interaction management.
Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Exam is designed to test the skills and knowledge of professionals who work with Genesys Cloud CX. GCP-GCX exam is specifically targeted towards individuals who are responsible for the implementation, configuration, and maintenance of Genesys Cloud CX solutions. The GCP-GCX Exam is an industry-recognized certification that showcases the proficiency of individuals who are experts in the Genesys Cloud CX platform.
NEW QUESTION # 20
Alerts that have been read are not included in the alert count, even if they are still active.
- A. True
- B. False
Answer: A
NEW QUESTION # 21
Under which container is Queue available?
- A. Integration
- B. Routing
- C. Telephony
- D. Contact Center
Answer: B
Explanation:
Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window. Reference: https://help.mypurecloud.com/articles/routing-overview/ https://help.mypurecloud.com/articles/admin-menu-overview/
NEW QUESTION # 22
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
- A. Language
- B. Skills
- C. Roles
- D. Queue
Answer: A,B
Explanation:
Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires. Reference: https://help.mypurecloud.com/articles/about-acd-skills/ https://help.mypurecloud.com/articles/add-skills-to-a-user/
NEW QUESTION # 23
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- B. Running reports during peak hours.
- C. Reviewing and ensuring the usage of scheduled reports.
- D. Asking every team member to run and save a copy of the report.
Answer: B,D
Explanation:
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as:
Run reports during off-peak hours or schedule them for later delivery.
Share reports with other users instead of creating multiple copies.
Adjust report parameters to include only relevant data and filters.
Review and delete unused or outdated reports regularly. Reference: https://help.mypurecloud.com/articles/best-practices-for-running-reports/ https://help.mypurecloud.com/articles/share-a-report/
NEW QUESTION # 24
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A. Workspaces
- B. Documents
- C. Directory
- D. Activity
Answer: D
NEW QUESTION # 25
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A. Workspaces
- B. Documents
- C. Directory
- D. Activity
Answer: D
Explanation:
Explanation
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 26
Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.
Which of the following views can help Eva identify such issues?
- A. Agents Schedule Detail
- B. Agents Wrap-Up Interval Detail
- C. Agents Evaluation Detail
- D. Agents Interactions Detail
Answer: D
NEW QUESTION # 27
Which of the following Edge features provides client and server-side call matching?
- A. SIP proxy
- B. SIP gateway
- C. Call broker
- D. Media server
Answer: C
Explanation:
Call broker is the Edge feature that provides client and server-side call matching. Call broker is a service that runs on the Edge device and manages call control and signaling for inbound and outbound calls. Call broker matches incoming calls with outgoing calls based on various criteria, such as caller ID, DNIS, ANI, etc. Reference: https://help.mypurecloud.com/articles/edge-device-overview/ https://help.mypurecloud.com/articles/call-broker/
NEW QUESTION # 28
Which of the following statements are true? (Choose three.)
- A. An agent-based report counts any interactions an agent worked with.
- B. Each report contains a predefined set of metrics.
- C. Reports once created cannot be configured.
- D. A queue report only counts interactions handled by an agent.
- E. An Abandon is an interaction that disconnects before an agent handles it.
Answer: B,D,E
Explanation:
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
Some true statements about reports are:
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 Abandon is an interaction that disconnects before an agent handles it. This means that the interaction was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:
Abandon Count
Abandon Rate
Service Level
Average Speed of Answer
Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:
Which users or queues to include
Which media types to include
What date range to report on
When to run the report
Some false statements about reports are:
Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:
The interaction was transferred to voicemail after a timeout
The interaction was transferred to another queue or resource group
The interaction was handled by an IVR or a bot
Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :
Report name
Report format
Report frequency
Report recipients
NEW QUESTION # 29
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. True
- B. False
Answer: B
Explanation:
You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that receive feedback messages from users who view content items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create feedback email groups and assign them to content items or categories based on your needs. Reference: https://help.mypurecloud.com/articles/content-management-overview/ https://help.mypurecloud.com/articles/create-a-feedback-email-group/ https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or-category/
NEW QUESTION # 30
_________ binds the numbering plan with the trunk.
- A. Outbound route
- B. Inbound route
- C. Edge
- D. Edge Group
Answer: A
Explanation:
Explanation
Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as:
* Numbering plan
* Trunk
* Classification
* Priority
An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification.
References: https://help.mypurecloud.com/glossary/outbound-route/
https://help.mypurecloud.com/articles/add-an-outbound-route/
NEW QUESTION # 31
Which of following file formats are available to export a report? (Choose three.)
- A. .pdf
- B. .txt
- C. .doc
- D. .xls
- E. .xlsx
- F. .docx
Answer: A,D,E
Explanation:
.xls, .xlsx, and .pdf are three file formats that are available to export a report in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
You can export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:
.xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.
.xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.
.pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report.
Some other file formats that are available to export a report are .csv, .docx, and .rtf. Reference: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/export-a-report/
NEW QUESTION # 32
Why are Divisions important in an organization?
- A. Divisions are used to divide interactions equally between 2 or more queues.
- B. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- C. Divisions define which users can be assigned to queues.
- D. Divisions allow the organization to control which roles can be assigned to users.
Answer: B
Explanation:
Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division. Reference: https://help.mypurecloud.com/glossary/division/ https://help.mypurecloud.com/articles/about-divisions/
NEW QUESTION # 33
Number plan determines how many and which digits are necessary for call routing.
- A. True
- B. False
Answer: A
NEW QUESTION # 34
_________ binds the numbering plan with the trunk.
- A. Edge
- B. Inbound route
- C. Outbound route
- D. Edge Group
Answer: B
NEW QUESTION # 35
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Digital
- B. VR
- C. AI
- D. Workforce Engagement
- E. Human Capital Management
Answer: A,C,D
Explanation:
Explanation
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities.
AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. References:
https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital
https://www.genesys.com/genesys-cloud/features/workforce-engagement
NEW QUESTION # 36
Genesys Cloud CX Voice is __________.
- A. Another name for Genesys Cloud CX.
- B. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
- C. A third-party service that provides external Phone Trunks.
- D. A help bot that is available within Genesys Cloud CX chat.
Answer: B
NEW QUESTION # 37
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 # 38
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