[Aug-2026 Newly Released] Pass GCP-GCX Exam - Real Questions and Answers
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Genesys GCP-GCX Exam Syllabus Topics:
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NEW QUESTION # 70
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. False
- B. True
Answer: B
NEW QUESTION # 71
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 have the basic profile data for all users at the new location.
- B. You must know the exact coordinates of the new building.
- C. You must collect general information such as building address, number of floors, location contact information, etc.
- D. You must have Admin rights to Genesys Cloud CX.
- E. You must have images of all the users located at the new location.
Answer: C,D
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 # 72
Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation
- A. False
- B. True
Answer: A
Explanation:
Genesys Cloud CX does not automatically delete exported files from the inbox after a week. Users are responsible for managing their files, including the deletion of exported files when they are no longer needed. This approach gives users control over their data and ensures that important files are not inadvertently lost.
NEW QUESTION # 73
What options are available for exporting data from a view? Choose 2 answers
- A. TXT
- B. CSV
- C. Chat
- D. DOCX
- E. PDF
Answer: B,E
Explanation:
When exporting data from views in Genesys Cloud CX, users have several format options. Among these, PDF and CSV are commonly available choices for exporting data. PDF format is useful for creating ready-to-share documents that preserve the layout and formatting of the view, while CSV format is ideal for data manipulation and analysis in spreadsheet applications, allowing for further data processing and insights.
NEW QUESTION # 74
If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.
- A. False
- B. True
Answer: A
Explanation:
In Genesys Cloud CX, the issue reporting email address is a configurable setting that determines where reports of system issues are sent. If this address is not set up, system issues will not automatically be emailed to all employees with administrative roles. Instead, issues need to be reported through the designated support channels or by manually notifying the appropriate individuals or teams within the organization.
NEW QUESTION # 75
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
- A. Agents
- B. Skills Performance
- C. Queues Activity
- D. Interactions
Answer: B
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 # 76
The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.
- A. False
- B. True
Answer: A
NEW QUESTION # 77
Number plan determines how many and which digits are necessary for call routing.
- A. False
- B. True
Answer: B
NEW QUESTION # 78
_________ binds the numbering plan with the trunk.
- A. Edge
- B. Outbound route
- C. Edge Group
- D. Inbound route
Answer: B
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 # 79
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. Hardware ID (MAC address)
- B. Phone model
- C. Base settings
- D. Phone name
Answer: A
NEW QUESTION # 80
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Quality Details Report
- B. Agent Metrics Report
- C. Agent Activity Summary Report
- D. Agent Login-Logout Details Report
Answer: D
Explanation:
Explanation
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Conduct
* Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as:
* Pre-set Day Filter
* Report Date
* Agent Group
* Agent
* Media Type
References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 81
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Harmony OS
- B. Windows 10 Mobile
- C. iOS
- D. Android
Answer: C,D
Explanation:
Explanation
iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications.
Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more. References: https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/
https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/
NEW QUESTION # 82
Which of the following is not a Quality Management feature?
- A. Policies
- B. Scheduling
- C. Evaluation Forms
- D. Interaction Recording
Answer: D
NEW QUESTION # 83
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Yes/No
- B. Fill in the blank
- C. Range
- D. Multiple Response
- E. Multiple Choice
Answer: A,C,E
Explanation:
Multiple Choice, Yes/No, and Range are three question types available while creating an Evaluation Form in Genesys Cloud CX Quality Management. An Evaluation Form is a template that defines the structure and content of an evaluation. An Evaluation Form consists of various questions that assess different aspects of an agent interaction based on predefined criteria and scoring methods. You can use different types of questions to create an Evaluation Form based on your needs. The other available question types are Comment Box and Scored Comment Box. Reference: https://help.mypurecloud.com/articles/about-evaluation-forms/ https://help.mypurecloud.com/articles/create-an-evaluation-form/
NEW QUESTION # 84
Select all available options for adding widgets to a performance dashboard. (Choose four.)
- A. Chart
- B. Agent Status
- C. Text
- D. Interaction
- E. Metric
- F. Grid
Answer: A,C,E,F
Explanation:
Explanation
Grid, Text, Metric, and Chart are four available options for adding widgets to a performance dashboard. A widget is a component that displays data in a specific format on a performance dashboard. You can add different types of widgets to customize your dashboard and show the data that you need. The other available options for adding widgets are Agent Status and Web Content. References:
https://help.mypurecloud.com/articles/add-widgets-to-a-performance-dashboard/
https://help.mypurecloud.com/articles/widget-types/
NEW QUESTION # 85
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 phone number is being used by a different user.
- B. The user's phone is unplugged.
- C. The user may have deleted the icon.
- D. The user is not assigned the appropriate role.
Answer: D
NEW QUESTION # 86
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The DID number and extension are not listed in the DID or extension pools.
- B. The DID number and the extension do not have the same last 4 digits.
- C. The user does not have the proper license type, roles, and permissions.
- D. The DID number and extension are considered the same numbers and entered into the same phone.
Answer: A,C
NEW QUESTION # 87
Which architectural approach is used to develop a single application as a suite of small services?
- A. Monolithic Architecture
- B. Single Core Architecture
- C. Microservices Architecture
- D. Genesys Cloud CX Salesforce Architecture
Answer: C
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 # 88
Why are Divisions important in an organization?
- A. Divisions are used to divide interactions equally between 2 or more queues.
- B. Divisions define which users can be assigned to queues.
- C. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- D. Divisions allow the organization to control which roles can be assigned to users.
Answer: C
NEW QUESTION # 89
You can add more than one outbound route to the contact center.
- A. False
- B. True
Answer: B
Explanation:
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. References:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/
NEW QUESTION # 90
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Admin > Quality
- B. Performance > Workspace > Dashboards
- C. Admin > Contact Center
- D. Performance > Overview (Evaluations)
Answer: D
Explanation:
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. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 91
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. False
- B. True
Answer: A
Explanation:
Explanation
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports 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 develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as :
* Report type
* Report format
* Report frequency
* Report recipients
You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as :
* Report type
* Report filters
* Report date range
* Report columns
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/schedule-a-report/ https://help.mypurecloud.com/articles/view-a-report/
NEW QUESTION # 92
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. Activity
- B. Workspaces
- C. Documents
- D. Directory
Answer: A
NEW QUESTION # 93
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Genesys GCP-GCX Exam covers a wide range of topics related to the Genesys Cloud CX platform, including system configuration, deployment, administration, and troubleshooting. GCP-GCX exam is divided into multiple sections, each of which focuses on a specific aspect of the platform. Candidates are required to demonstrate their understanding of each section by answering a series of multiple-choice questions. GCP-GCX exam is rigorous and requires a thorough understanding of the platform, making it a valuable credential for professionals who work with Genesys Cloud CX.
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