[Nov-2025] Pass Genesys GCP-GCX Exam in First Attempt Guaranteed!
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NEW QUESTION # 47
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?
- A. The user may have deleted the icon.
- B. The phone number is being used by a different user.
- C. The user is not assigned the appropriate role.
- D. The user's phone is unplugged.
Answer: C
Explanation:
The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony > Plugin > All and Telephony > Call > Control > All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features. Reference: https://help.mypurecloud.com/articles/about-roles-and-permissions/ https://help.mypurecloud.com/articles/assign-roles-to-a-user/ https://help.mypurecloud.com/articles/make-a-phone-call/
NEW QUESTION # 48
Which of the following Edge feature contains the built-in remote survivability mode?
- A. Call broker
- B. SIP proxy
- C. Disaster recovery
- D. SIP gateway
Answer: C
NEW QUESTION # 49
Select the correct Telephony Connection Options from the list:
Choose 3 answers
- A. BYOC Premises
- B. AWS Bridge
- C. Genesys Cloud CX Voice
- D. BYOC Cloud
- E. External Gateway
Answer: A,C,D
Explanation:
Genesys Cloud CX offers various telephony connection options to accommodate different deployment and operational needs. "Genesys Cloud CX Voice" is the native telephony service, "BYOC Cloud" allows for the use of external cloud carriers, and "BYOC Premises" enables connection to traditional on-premises telephony infrastructure. These options provide flexibility in telephony integration and call management.
NEW QUESTION # 50
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
- A. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
- B. It provides for the integration of Active Directory, SharePoint, and other third-party data.
- C. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
- D. It manages the Genesys Cloud CX platform services.
- E. It provides core telephony services.
Answer: A,C,E
Explanation:
Explanation
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/
NEW QUESTION # 51
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 manager and her peers in her profile.
- B. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- C. Update her peers. Genesys Cloud CX will then update her manager automatically.
- D. Do nothing. Genesys Cloud CX will update everything automatically.
Answer: B
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. Reference: https://help.mypurecloud.com/articles/change-a-users-manager/ https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
NEW QUESTION # 52
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
* Interaction volume
* Interaction quality
* Interaction outcomes
* Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
* You can customize the interaction view by using various filters and columns to show only certain data.
For example, you can choose to show only certain columns or filter to see certain types of interactions.
You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
* Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
References: https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/
NEW QUESTION # 53
The_________for iOS leverages the form factor of iOS tablets to help supervisors, managers, and executives make faster, more effective managerial and operational decisions
- A. Genesys Cloud CX Hub
- B. Genesys Cloud CX Task Manager
- C. Genesys Cloud CX Supervisor
- D. Genesys Cloud CX Social Media Analyzer
Answer: C
Explanation:
The Genesys Cloud CX Supervisor app for iOS is specifically designed to leverage the form factor and capabilities of iOS tablets, providing supervisors, managers, and executives with a powerful tool to make faster and more effective managerial and operational decisions. This app offers a user-friendly interface and real-time data insights, enabling leaders to monitor agent performance, queue statistics, and other critical metrics on the go, thereby enhancing decision-making efficiency and responsiveness to changing operational needs.
NEW QUESTION # 54
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
- A. Schedules
- B. Short-Term Forecasts
- C. Forecast simulator
- D. Long-Term Forecasts
Answer: A,B,D
Explanation:
Reference:
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends. Reference: https://help.mypurecloud.com/articles/create-a-short-term-forecast/ https://help.mypurecloud.com/articles/create-and-manage-schedules/ https://help.mypurecloud.com/articles/create-a-long-term-forecast/
NEW QUESTION # 55
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Admin > Quality
- B. Performance > Overview (Evaluations)
- C. Admin > Contact Center
- D. Performance > Workspace > Dashboards
Answer: B
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 # 56
Where can DID Numbers be assigned to? Choose 3 answers
- A. Edge
- B. Call Flow
- C. External Trunk
- D. Queue
- E. Person
- F. Phone
Answer: B,D,E
Explanation:
In Genesys Cloud CX, DID (Direct Inward Dialing) numbers can be assigned to various entities within the system to facilitate direct calling. Assignable entities include "Person" (individual users), "Call Flow" (specific call routing configurations), and "Queue" (groups of agents handling specific types of interactions). This assignment flexibility allows for efficient call routing and management, enhancing the caller experience and operational efficiency.
NEW QUESTION # 57
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Specify time sets as a matching criteria.
- B. Automatically assign an evaluation for all calls over 5 minutes.
- C. Update the Do Not Call list with records that have the appropriate wrap-up code.
- D. Determine how long to retain recordings and whether to archive or delete them.
- E. Set up a schedule to run a daily report.
Answer: B,C,D
Explanation:
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. Reference: https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/
NEW QUESTION # 58
What additional functionality does Communicate bring to Genesys Cloud CX?
- A. Call center features, such as ACD and scripting.
- B. Knowledge-based features, such as FAQs and communities.
- C. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
- D. Directory capabilities, such as advanced search, profiles, and keyword searching.
Answer: C
Explanation:
Explanation
Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc. References: https://www.genesys.com/pricing
https://www.genesys.com/genesys-cloud/features/communicate
NEW QUESTION # 59
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. Skill-based Routing
- B. IVR
- C. Workforce Management
- D. Automatic Call Distribution
Answer: A
NEW QUESTION # 60
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Workforce Engagement
- B. VR
- C. Digital
- D. AI
- E. Human Capital Management
Answer: A,C,E
NEW QUESTION # 61
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Create skills
- B. Configure queues
- C. Receive and route calls
- D. Convert text to speech
- E. Play pre-recorded messages
Answer: C,D,E
Explanation:
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc. Reference: https://help.mypurecloud.com/articles/about-architect/ https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
NEW QUESTION # 62
You can add more than one outbound route to the contact center.
- A. False
- B. True
Answer: B
Explanation:
You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. Reference: https://help.mypurecloud.com/articles/add-an-outbound-route/ https://help.mypurecloud.com/articles/outbound-routes-overview/
NEW QUESTION # 63
To assign extensions to users, you must first __________.
- A. Create a pool of extensions.
- B. Buy the extension number from the carrier.
- C. Add the extension to the dial plan.
- D. Assign the extension to the user's phone.
Answer: A
Explanation:
Explanation
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. References: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/
https://help.mypurecloud.com/articles/assign-extensions-to-users/
NEW QUESTION # 64
Which architectural approach is used to develop a single application as a suite of small services?
- A. Genesys Cloud CX Salesforce Architecture
- B. Monolithic Architecture
- C. Single Core Architecture
- D. Microservices Architecture
Answer: D
Explanation:
Explanation
Microservices Architecture is an architectural approach that is used to develop a single application as a suite of small services. Microservices Architecture is a design pattern that breaks down an application into independent components or modules that communicate with each other through well-defined interfaces or APIs.
Microservices Architecture enables faster development, deployment, scaling, testing, and maintenance of applications by allowing each service to run in its own process and be managed by a small team. References:
https://www.genesys.com/glossary/microservices-architecture https://www.genesys.com/en-gb/platform/cloud
NEW QUESTION # 65
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