Pass Exam Questions Efficiently With GCP-GCX Questions (2026)
GCP-GCX Questions - Truly Beneficial For Your Genesys Exam
NEW QUESTION # 21
_________ binds the numbering plan with the trunk.
- A. Outbound route
- B. Edge
- C. Inbound route
- D. Edge Group
Answer: C
NEW QUESTION # 22
Where are Genesys Cloud CX call recordings stored by default?
- A. AWS Cloud
- B. Web Service
- C. Cloud
- D. Edges
Answer: C
NEW QUESTION # 23
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Fill in the blank
- B. Multiple Choice
- C. Yes/No
- D. Range
- E. Multiple Response
Answer: B,C,E
NEW QUESTION # 24
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION # 25
_________ binds the numbering plan with the trunk.
- A. Edge
- B. Edge Group
- C. Inbound route
- D. Outbound route
Answer: D
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 # 26
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Digital
- B. AI
- C. VR
- D. Workforce Engagement
- E. Human Capital Management
Answer: A,B,D
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. Reference: 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 # 27
Which of the following statements is NOT true regarding numbering plan?
- A. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
- B. It has to be created manually.
- C. Numbering plan is also known as a dial plan.
- D. Numbering plan can be added or modified based on the organizational requirements.
Answer: B
NEW QUESTION # 28
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
- A. Add John to Genesys Cloud CX again so that a new invitation will be generated.
- B. Resend the invite.
- C. Tell John to be patient and wait for the email to arrive.
- D. Submit a ticket to Genesys Cloud CX support.
Answer: B
NEW QUESTION # 29
Which of the following Edge features provides client and server-side call matching?
- A. SIP gateway
- B. SIP proxy
- C. Media server
- D. Call broker
Answer: D
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 # 30
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Reviewing and ensuring the usage of scheduled reports.
- B. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- C. Running reports during peak hours.
- D. Asking every team member to run and save a copy of the report.
Answer: C,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 # 31
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. Digital
- B. AI
- C. VR
- D. Workforce Engagement
- E. Human Capital Management
Answer: A,B,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 # 32
The________provides a high-level overview of a campaign's performance
- A. Campaign Performance Summary view
- B. Historical view
- C. Campaign Performance Detail view
- D. Dynamic view
- E. Q Outbound Campaign view
Answer: A
Explanation:
The Campaign Performance Summary view in Genesys Cloud CX provides a high-level overview of a campaign's performance, summarizing key metrics and outcomes. This view is designed to give managers and supervisors a quick snapshot of how campaigns are performing, enabling them to assess the effectiveness of their outreach strategies and make informed decisions about adjustments or improvements needed to optimize results.
NEW QUESTION # 33
Which of the following statements about scripts is true?
- A. Scripts can be used in all types of interactions.
- B. Scripts are only used to configure flows when setting up Architect.
- C. Scripts can be used for inbound interactions only.
- D. Scripts may be used for outbound dialing campaigns only.
Answer: A
Explanation:
Explanation
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc. References: https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
NEW QUESTION # 34
Which one of the following Genesys Cloud CX configuration options provides a way to ensure that phones of a specific make and model are all deployed with the same settings?
- A. Managed IP Phones
- B. Base Settings
- C. Default Station Configuration
- D. IP Phone Templates
Answer: B
NEW QUESTION # 35
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Receive and route calls
- B. Convert text to speech
- C. Play pre-recorded messages
- D. Configure queues
- E. Create skills
Answer: A,B,C
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 # 36
Which of the following statements is NOT true regarding Management Units?
- A. Management Units partition agents and interactions into logical groups.
- B. They help you create, manage, and view schedules for a group.
- C. Agents that handle the same set of interactions should belong to the same management unit.
- D. A maximum of 100 agents can be added to a single Management Unit.
Answer: D
Explanation:
A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no limit on the number of agents that can be added to a single Management Unit. Reference: https://help.mypurecloud.com/glossary/management-unit/ https://help.mypurecloud.com/articles/create-a-management-unit/
NEW QUESTION # 37
Which of the following Edge features provides client and server-side call matching?
- A. SIP gateway
- B. SIP proxy
- C. Media server
- D. Call broker
Answer: D
Explanation:
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.
References: https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/call-broker/
NEW QUESTION # 38
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
NEW QUESTION # 39
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 is not assigned the appropriate role.
- B. The phone number is being used by a different user.
- C. The user may have deleted the icon.
- D. The user's phone is unplugged.
Answer: A
NEW QUESTION # 40
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Phones
- B. Admin > Telephone > Phone Management > Calls
- C. Admin > Telephone > Phone Management > Base Settings
Answer: C
Explanation:
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:
Phone model
Firmware version
Line keys
Soft keys
Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. Reference: https://help.mypurecloud.com/articles/base-settings-overview/ https://help.mypurecloud.com/articles/create-a-base-settings-profile/
NEW QUESTION # 41
What options are available for exporting data from a view? Choose 2 answers
- A. PDF
- B. Chat
- C. DOCX
- D. CSV
- E. TXT
Answer: A,D
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 # 42
What level of permissions does a user require to view the organization settings?
- A. All of the above
- B. Admin
- C. Agent
- D. Supervisor
Answer: B
Explanation:
Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX. Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as:
Organization name
Organization ID
Time zone
Language
Currency
Logo
To view the organization settings in 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. Reference: https://help.mypurecloud.com/articles/organization-settings-overview/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/
NEW QUESTION # 43
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 # 44
Which of the following best defines the performance view for Agents?
- A. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- C. Used to monitor real-time contact center metrics.
- D. Used to view historical data only.
Answer: B
Explanation:
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:
Availability
Productivity
Quality
Conduct
Satisfaction
The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:
Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.
Time in status is a metric that shows the amount of time (HH:MM:SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.
Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.
Average talk time is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.
Average ACW is a metric that shows the average amount of time (HH:MM:SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.
NEW QUESTION # 45
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Android
- B. Windows 10 Mobile
- C. iOS
- D. Harmony OS
Answer: C
NEW QUESTION # 46
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