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NEW QUESTION # 46
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Admin > Quality
- B. Admin > Contact Center
- C. Performance > Workspace > Dashboards
- D. Performance > Overview (Evaluations]
Answer: C
Explanation:
In Genesys Cloud CX, to view agent evaluation scores, evaluation activity, and calibration activity in real time, navigate toPerformance > Workspace > Dashboards. This path provides access to the Quality Administrator dashboard, which offers comprehensive insights into these metrics.
Reference:https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION # 47
Real-time user applications doing batch processing will likely tolerate delays and can choose to retry over several minutes.
- A. False
- B. True
Answer: A
Explanation:
Real-time user applications, particularly those requiring immediate data processing (like voice interactions or real-time analytics), cannot tolerate delays. They typically require low-latency and high-availability connections, and any delay may affect user experience. Batch processing, on the other hand, may tolerate delays and retries over a longer time.
NEW QUESTION # 48
The typing notifications can be sent to the chat window using a POST with the _______________.
- A. Conversation ID + Session ID
- B. Conversation ID + Member ID
- C. Conversation ID + Member ID +Session ID
- D. Member ID
Answer: B
Explanation:
In Genesys Cloud CX, to send typing notifications to the chat window, you use aPOSTrequest to the/api/v2
/conversations/{conversationId}/participants/{participantId}/typingendpoint. This requires both the Conversation ID and the Participant (Member) ID to correctly identify and notify the specific participant within the conversation.
NEW QUESTION # 49
To assign a Prompt resource using the API, you must have the _______________ permission assigned.
- A. Architect > UserPrompt > Edit
- B. Architect > UI > View
- C. Architect > UserPrompt > View
- D. Architect > UserPrompt > Add
- E. Architect > DatahaseTable > Add
Answer: A
Explanation:
To assign a Prompt resource using the Genesys Cloud CX API, the Architect > UserPrompt > Edit permission is required. This permission allows users to modify existing user prompts, including assigning resources to them. Without this permission, attempts to assign a prompt resource via the API will be unsuccessful.
NEW QUESTION # 50
Disabling file attachments in chat is related to _______________.
- A. Chat Settings
- B. Global Settings
- C. Security and Compliance
- D. Telephony
Answer: C
Explanation:
Disabling file attachments in chat is managed under Security and Compliance settings in Genesys Cloud CX, where administrators control data sharing options to meet organizational security policies.
NEW QUESTION # 51
Arrange the following five stages of migrating from a BYOC Cloud or Genesys Cloud CX Voice to a hybrid media organization in the correct order?
1. Placing your edges into the Genesys Cloud CX hybrid media edge group.
2. Pairing your new BYOC premises edges to Genesys Cloud CX.
3. Configuring edge interfaces to use site interconnects.
4. Enabling and configuring site links
5. Making your organization hybrid media capable
- A. 2,1,3,4,5
- B. 4,1,2,5,3
- C. 5,2,1,3,4
- D. 1,3,2,5,4
Answer: C
Explanation:
1. Making your organization hybrid media capable: Begin by enabling hybrid media capabilities in your organization to support both cloud and premises-based media processing.
2. Pairing your new BYOC Premises Edges to Genesys Cloud CX: Next, pair your BYOC Premises Edges with Genesys Cloud CX to establish communication between the premises hardware and the cloud platform.
3. Placing your Edges into the Genesys Cloud CX hybrid media edge group: After pairing, move your Edges into the Genesys Cloud Hybrid Media Group to manage them within the hybrid environment.
4. Configuring Edge interfaces to use site interconnects: Then, configure the network interfaces on your Edges to utilize site interconnects, facilitating communication between different sites.
5. Enabling and configuring site links: Finally, enable and configure site links to establish connections between your premises and cloud sites, completing the hybrid media setup.
Reference: https://help.mypurecloud.com/articles/convert-byoc-cloud-genesys-cloud-voice-to-hybrid-media/
NEW QUESTION # 52
In Genesys Cloud CX, the term conversation is defined as an interaction between multiple participants over at least one media channel such as chat, phone, or email.
Each conversation contains the end-to-end data for all interactions between the participants.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, a conversation refers to an interaction involving multiple participants over one or more media channels, such as chat, phone, or email. Each conversation encompasses comprehensive data for all interactions among the participants, providing a complete view of the engagement history.
Reference:https://help.mypurecloud.com/glossary/conversation/
NEW QUESTION # 53
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Firefox
- B. Opera
- C. Chrome
- D. Safari
- E. Internet Explorer
Answer: A,C
Explanation:
Genesys Cloud CX offers full support for the current and immediately preceding major releases of both Firefox and Chrome browsers. While Safari is supported, it has limited functionality, lacking support for features like video chat, screen sharing, and the Genesys Cloud WebRTC phone. Internet Explorer and Opera are not supported browsers for Genesys Cloud CX.
NEW QUESTION # 54
Which of the following containers is used to create a new campaign?
- A. Scripts
- B. Schedules
C Campaign Dashboard - C. Campaign Management
Answer: C
Explanation:
The Campaign Management container in Genesys Cloud CX is used to create, configure, and manage outbound campaigns, including setting up dialing modes, contact lists, and other campaign-related settings.
NEW QUESTION # 55
The Utilization feature of Genesys Cloud CX allows administrators to configure: (Choose two.)
- A. The after call work time for each media type.
- B. The maximum capacity that an agent may handle simultaneously for each supported media type.
- C. Media types that can interrupt current interactions that an agent is handling.
- D. Time that an agent may spend on each media type.
Answer: B,C
Explanation:
The Utilization feature in Genesys Cloud CX allows administrators to configure the maximum number of concurrent interactions an agent can handle for each media type (e.g., voice, chat, email). This ensures that agents are not overloaded and can manage their tasks effectively.
Administrators can also define which media types are allowed to interrupt agents who are currently handling other interactions. For example, you can configure settings so that an incoming voice call can interrupt an agent handling a chat session, ensuring that high-priority interactions are addressed promptly.
Reference:https://help.mypurecloud.com/articles/configure-utilization-at-the-org-level/
NEW QUESTION # 56
What type of Analytics API query would you use to determine how many interactions are ongoing/waiting right now as well as which agents are available?
- A. Conversation Detail Record query
- B. Queue Observations query
- C. Conversation Aggregates query
- D. Flow Aggregates query
Answer: B
Explanation:
The Queue Observations query in Genesys Cloud CX provides real-time metrics such as the number of interactions currently ongoing or waiting in a queue and the number of agents available, making it ideal for live queue monitoring.
NEW QUESTION # 57
The purpose of the Genesys Cloud CX API Change Management Policy is to articulate the agreement between our customers, partners, and the Genesys Cloud CX development team regarding API management and notification changes.
Choose all the Genesys Cloud CX API Change Types applicable to this scenario. (Choose four.)
- A. Breaking
- B. Non-Breaking
- C. Minor Bugs
- D. New feature
- E. Emergency
- F. Deprecations
Answer: A,B,D,F
Explanation:
The Genesys Cloud CX API Change Management Policy categorizes changes as Breaking,Non-Breaking, New Feature, and Deprecations to define how changes are introduced and communicated. These types help manage expectations around compatibility, feature rollout, and transition periods for customers and partners.
NEW QUESTION # 58
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
- A. SIP Access Control
- B. Calling
- C. Availability
- D. Outbound
Answer: A
Explanation:
In Genesys Cloud CX, SIP Access Control is where you configure the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk, ensuring secure and controlled SIP communication.
NEW QUESTION # 59
In Code Authorization grant OAuth flow, a code is exchanged for a token.
- A. False
- B. True
Answer: B
Explanation:
In the Authorization Code grant OAuth flow, the client receives an authorization code after user authentication, which is then exchanged for an access token. This is a standard and secure method used in Genesys Cloud CX for server-side applications.
NEW QUESTION # 60
John Smith developed a Genesys Cloud CX web application that is currently being used successfully by thousands of agents in North America at Global Software Company Recently, Global Software Company decided to deploy the solution for its agents in Europe However, agents are not able to log in.
What is likely to be the cause?
- A. The OAuth client does not have the required scope.
- B. There is no client Secret associated to the OAuth client.
- C. The Client ID has expired.
- D. The web app does not have an OAuth client created for that region.
Answer: D
Explanation:
Genesys Cloud CX operates in separate regional environments (e.g., North America, EMEA, APAC). OAuth clients are region-specific, meaning an OAuth client created for North America won't authenticate users in Europe. To resolve this, a new OAuth client must be created in the European region's environment.
NEW QUESTION # 61
Which of the following endpoints are in the list of conversation endpoints? (Choose four.)
- A. GET /api/v2/conversations/callbacks
- B. GET /api/v2/conversations/participants
- C. GET /api/v2/conversations/calls
- D. GET /api/V2/conversations/attributes
- E. GET /api/v2/conversations/chats
- F. GET /api/v2/conversations/messages
Answer: A,C,E,F
Explanation:
In Genesys Cloud CX, the Conversations API includes endpoints that allow interaction with various types of conversations. The endpoints GET /api/v2/conversations/callbacks,GET /api/v2/conversations/calls,GET /api
/v2/conversations/chats, and GET /api/v2/conversations/messagesare part of this API and are used to retrieve information about callbacks, calls, chats, and messages, respectively. GET /api/v2/conversations/participants is not a valid endpoint, and GET /api/v2/conversations/attributes does not correspond to a standard Conversations API endpoint.
NEW QUESTION # 62
For web chat, widget permissions must be assigned to the user.
- A. False
- B. True
Answer: A
Explanation:
In Genesys Cloud CX, widget permissions are not assigned to individual users. Instead, permissions related to web chat widgets are managed through roles and permissions within the platform. To create or manage web chat widgets, a user must have the appropriate permissions, such as Widgets > Deployment > AllorWeb Chat
> Deployment > All.These permissions are typically assigned to administrative roles responsible for configuring and deploying web chat functionalities.
Reference:https://help.mypurecloud.com/articles/create-a-widget-for-web-chat/
NEW QUESTION # 63
While creating a query to fetch conversation data, and interval of up to _____ days can be applied for a query with no filter.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
In Genesys Cloud CX, when creating a query to fetch conversation data without any filters, you can specify an interval of up to seven days. This means you can retrieve conversation data spanning the past seven days, including today.
Reference:https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
NEW QUESTION # 64
If you don't pass the paging parameters while querying, the default page size is set to _____.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
In Genesys Cloud CX, when making API requests that return a list of resources, if you don't specify paging parameters (pageSizeandpageNumber), the system defaults to a page size of 25 results. This means that the response will include up to 25 items per page unless you define otherwise.
Reference:https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
NEW QUESTION # 65
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 user is not assigned the appropriate role.
- C. The Phone number is being used by a different user.
- D. The user's phone is unplugged.
Answer: B
Explanation:
In Genesys Cloud CX, access to telephony features, including the ability to make and receive calls, is controlled by roles and permissions. If the required telephony-related permissions are not assigned to the user's role, the phone call icon will not appear in the interface.
NEW QUESTION # 66
Which of the following statements is NOT true regarding Management Units?
- A. They help you create, manage, and view schedules for a group.
- B. A maximum of 100 agents can be added lo a single Management Unit.
- C. Management Units partition agents and interactions into logical groups.
- D. Agents that handle the same set of interactions should belong to the same management unit.
Answer: B
Explanation:
Cloud CX supports more than 100 agents per Management Unit. Management Units are used to logically group agents for scheduling and forecasting, and there is no such hard limit of 100 agents per unit.
NEW QUESTION # 67
Which of the following statements is NOT true regarding numbering plan?
- A. Numbering plan can be added or modified based on the organizational requirements
- B. Numbering plan is also known as a dial plan.
- C. It has to be created manually
- D. It is a telecommunication scheme where telephone numbers are assiqned to subscribers and telephony endpoints.
Answer: C
Explanation:
This statement is not true. In Genesys Cloud CX, numbering plans (or dial plans) can be created automatically using default settings or manually configured as needed. They are flexible and can be modified based on organizational requirements, but manual creation is not mandatory.
NEW QUESTION # 68
When you reply to an email message, you can attach a file to send with the email reply.
What is the maximum message size, including attachments? How can you work around this limitation?
- A. 40 MB per message (after base64 encoding) You can work around this limitation by including links to large documents stored in Content Management.
- B. 20 MB per message (after base64 encoding) You can work around this limitation by including links to any third-party cloud storage service.
- C. 20 MB per message (after base64 encoding) You can work around this limitation by splitting the files and sending several email interactions.
- D. 5 MB per message (after base64 encoding) with no workaround.
- E. 40 MB per message (after base64 encoding) with no workaround
Answer: A
Explanation:
Genesys Cloud CX enforces a maximum outgoing message size of 40 MB, including attachments, after base64 encoding. Base64 encoding increases the size of the original files by approximately 33%, so the combined size of the email body and attachments should be around 29 MB before encoding to stay within the limit. To manage larger files, you can upload them to Genesys Cloud Documents and include links to these documents in your email, effectively bypassing the attachment size limitation.
Reference:https://help.mypurecloud.com/faqs/acd-email-message-attachment-size-limits/
NEW QUESTION # 69
Which ACD routing method routes an interaction to the next available agent?
- A. Standard ACD
- B. BullseyeACD
- C. Disregard Skills. Next Agent
- D. Preferred Agent
Answer: A
Explanation:
The StandardACD routing method in Genesys Cloud CX routes interactions to the nextavailableagent based on queue configuration, without modifying routing logic or preferences like skills or agent affinity. It ensures straightforward, availability-based distribution.
NEW QUESTION # 70
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