[Jan 10, 2026] Fully Updated GCP-GCX Dumps - 100% Same Q&A In Your Real Exam

Latest GCP-GCX Exam Dumps - Valid and Updated Dumps

NEW QUESTION # 56
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?

• A. Base settings
• B. Hardware ID (MAC address)
• C. Phone name
• D. Phone model

Answer: B

Explanation:
Explanation
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/

NEW QUESTION # 57
Genesys Cloud CX Collaborate supports video chat with upto_____people simultaneously

• A. 0
• B. 1
• C. 2
• D. 3

Answer: D

Explanation:
Genesys Cloud CX Collaborate is a feature within the platform that supports real-time communication and collaboration among users, including video chat capabilities. As of the latest documentation, Genesys Cloud CX Collaborate supports video chat with up to 8 people simultaneously. This feature facilitates effective team collaboration and communication, allowing team members to engage in video conferences and meetings directly within the Genesys Cloud environment, enhancing teamwork and decision-making processes.

NEW QUESTION # 58
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)

• A. You must know the exact coordinates of the new building.
• B. You must have Admin rights to Genesys Cloud CX.
• C. You must have images of all the users located at the new location.
• D. You must have the basic profile data for all users at the new location.
• E. You must collect general information such as building address, number of floors, location contact information, etc.

Answer: B,E

Explanation:
Explanation
Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as:
* Building address
* Number of floors
* Location contact information
* Emergency number
* Time zone
* Language
* Currency
To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role.
Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References: https://help.mypurecloud.com/articles/location-overview/
https://help.mypurecloud.com/articles/add-a-location/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/

NEW QUESTION # 59
What is the maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace?

• A. 2 GB
• B. No limit
• C. 10 MB
• D. 100 MB

Answer: D

Explanation:
In the Genesys Cloud CX platform, when uploading content such as images, documents, or other files to the Workspace, there is a size limit to ensure optimal performance and usability. The maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace is 100 MB. This limit is set to balance the need for detailed, high-quality content with the platform's performance and storage considerations, ensuring that users can access and share necessary resources efficiently without compromising the system's responsiveness.

NEW QUESTION # 60
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?

• A. Update her peers. Genesys Cloud CX will then update her manager automatically.
• B. Do nothing. Genesys Cloud CX will update everything automatically.
• C. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
• D. Update her manager and her peers in her profile.

Answer: C

Explanation:
Explanation
The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager.
References: https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/

NEW QUESTION # 61
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

• A. Performance > Workspace > Dashboards
• B. Admin > Quality
• C. Performance > Overview (Evaluations)
• D. Admin > Contact Center

Answer: C

Explanation:
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. Reference: https://help.mypurecloud.com/articles/about-evaluations/ https://help.mypurecloud.com/articles/evaluations-overview/

NEW QUESTION # 62
What is the distinguishing feature between queues and groups?

• A. Both queues and groups have the same ACD capabilities.
• B. Queues can be used in Architect flows, while groups cannot.
• C. Queues can have agents as members, while groups cannot.
• D. Unlike groups, queues allow for more complex scenarios like skill-based routing.

Answer: D

Explanation:
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. Reference: https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/

NEW QUESTION # 63
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

• A. Language
• B. Skills
• C. Queue
• D. Roles

Answer: A,B

Explanation:
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. References:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/

NEW QUESTION # 64
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?

• A. Abandon
• B. Disconnect
• C. IVR
• D. Flow-outs

Answer: D

Explanation:
Explanation
Flow-outs is the terminology used to describe calls that enter and exit the queue without being handled or terminated in Genesys Cloud CX Performance menu. A flow-out is a call that was offered to a queue or an agent group, but exited the queue or the agent group before reaching an agent or being abandoned by the caller. A flow-out can occur for various reasons, such as:
* The call was transferred to another queue or resource group by a routing strategy
* The call was transferred to voicemail after a timeout by a routing strategy
* The call was handled by an IVR or a bot without reaching an agent
Flow-outs can affect various metrics in Genesys Cloud CX Performance menu , such as :
* Flow-out Count : The number of calls that flowed out of a queue or an agent group during a specified period of time .
* Flow-out Rate : The percentage of calls that flowed out of a queue or an agent group during a specified period of time .
* Service Level : The percentage of calls that were answered within a target time threshold during a specified period of time .
References: https://help.mypurecloud.com/glossary/flow-out/
https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando

NEW QUESTION # 65
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?

• A. Queues Activity
• B. Queue Performance
• C. My Queues Activity
• D. Performance Dashboard

Answer: B

Explanation:
Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format. Reference: https://help.mypurecloud.com/articles/queue-performance-view/ https://help.mypurecloud.com/articles/select-a-queue/

NEW QUESTION # 66
You cannot add variables to a script.

• A. True
• B. False

Answer: B

Explanation:
Explanation
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/

NEW QUESTION # 67
Select the categories of Prompts in Architect. (Choose two.)

• A. Menu
• B. User
• C. Data
• D. System

Answer: B,D

NEW QUESTION # 68
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 # 69
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.

• A. True
• B. False

Answer: B

NEW QUESTION # 70
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 # 71
Under which container is Queue available?

• A. Routing
• B. Integration
• C. Telephony
• D. Contact Center

Answer: A

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 # 72
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

• A. Languages
• B. Skills
• C. Knowledge levels
• D. Index Ratings
• E. Medians

Answer: A,B

Explanation:
Explanation
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/

NEW QUESTION # 73
Which of the following statements about WebRTC phones is incorrect?

• A. It is assigned to a specific user and only that user has permission to use the phone.
• B. A WebRTC phone can be used even when disconnected from the Cloud.
• C. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
• D. Genesys Cloud CX WebRTC phone runs in the browser.

Answer: B

Explanation:
Reference:
The statement that a WebRTC phone can be used even when disconnected from the cloud is incorrect. A WebRTC phone is a browser-based phone that runs in a supported web browser and connects to Genesys Cloud CX cloud services via WebRTC protocol. A WebRTC phone does not require any additional hardware or software apart from a supported browser and a headset or microphone/speaker device. However, a WebRTC phone cannot be used when disconnected from the cloud because it relies on an internet connection to communicate with Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/about-webrtc-phones/ https://help.mypurecloud.com/articles/webrtc-phone-limitations/

NEW QUESTION # 74
What is the correct statement about Divisions?

• A. Transactional objects (Interactions) are not division-aware.
• B. A User can belong to only one Division, but can access as many division as needed.
• C. A user can belong to more man one Division
• D. Users can only access the Division they belong to.

Answer: B

Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.

NEW QUESTION # 75
Genesys Cloud CX Voice is __________.

• A. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
• B. A help bot that is available within Genesys Cloud CX chat.
• C. A third-party service that provides external Phone Trunks.
• D. Another name for Genesys Cloud CX.

Answer: A

Explanation:
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure. Reference: https://help.mypurecloud.com/articles/about-genesys-cloud-voice/ https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/

NEW QUESTION # 76
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

• A. 20 chats and calls must be answered in 80 seconds.
• B. 80 calls must be answered every 20 seconds.
• C. 80% of calls must be answered within 20 seconds.
• D. 80% of agents must answer calls within 20 seconds.

Answer: C

NEW QUESTION # 77
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

• A. Routing
• B. Queue Management
• C. Reporting and Analytics
• D. Workforce Management

Answer: D

Explanation:
Reference:
Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed. Reference: https://help.mypurecloud.com/articles/about-workforce-management/ https://help.mypurecloud.com/articles/workforce-management-overview/

NEW QUESTION # 78
Which of the following Edge feature contains the built-in remote survivability mode?

• A. Disaster recovery
• B. Call broker
• C. SIP gateway
• D. SIP proxy

Answer: D

Explanation:
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/edge-device-overview/ https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/

NEW QUESTION # 79
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)

• A. Contributor
• B. Read-Only
• C. Partial
• D. Full Access
• E. Collaborator
• F. Write-Only

Answer: A,B,D

NEW QUESTION # 80
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Genesys GCP-GCX Certification Exam is a challenging and rigorous certification program that requires professionals to demonstrate their knowledge and skills through a series of exams and practical exercises. Genesys Cloud CX Certified Professional - Consolidated Exam certification program includes a variety of training materials, including online courses, study guides, and practice exams. Genesys Cloud CX Certified Professional - Consolidated Exam certification program also includes hands-on experience with the Genesys Cloud CX platform.

 

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