GCP-GCX Sample Questions Answers

The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. References: https://help.mypurecloud.com/articles/about-performance-dashboards/ https://help.mypurecloud.com/articles/create-a-performance-dashboard/

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.References: https://help.mypurecloud.com/glossary/management-unit/ https://help.mypurecloud.com/articles/create-a-management-unit/

If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. References: https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/ https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/

The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements.References:https://help.mypurecloud.com/articles/bullseye-routing/

AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX. Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:

• Text Chat
• Video Chat
• Content Management
• Group Messaging
• Presence Indicators

AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots. AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:

• Intent Recognition
• Entity Extraction
• Sentiment Analysis
• Conversation Flow
• Knowledge Base

References: https://help.mypurecloud.com/articles/collaborate-overview/ https://help.mypurecloud.com/glossary/ai-chat/

 The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent.References: https://help.mypurecloud.com/articles/agent-metrics-export-report/ https://help.mypurecloud.com/articles/agent-metrics-report/

Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX. Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed. However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert.References: https://help.mypurecloud.com/articles/about-alerts/ https://help.mypurecloud.com/articles/view-and-manage-alerts/

Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization. The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace.References: https://help.mypurecloud.com/articles/about-workspaces/ https://help.mypurecloud.com/articles/add-files-to-a-workspace/

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/

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/

Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more.References: https://help.mypurecloud.com/articles/about-salesforce-integration/ https://help.mypurecloud.com/articles/about-zendesk-integration/

TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. The protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure communication.References: https://help.mypurecloud.com/articles/external-trunk-settings/ https://doc.didww.com/integrations/genesys/index.html

The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:

• Service level
• Abandon rate
• Average speed of answer
• Average handle time
• Interaction volume

An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as:

• Availability
• Productivity
• Quality
• Conduct
• Satisfaction

The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because:

• A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
• An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as:

References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/ https://help.mypurecloud.com/articles/agent-status-overview/

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.References: https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/

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, averagespeed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format.References: https://help.mypurecloud.com/articles/queue-performance-view/ https://help.mypurecloud.com/articles/select-a-queue/

Genesys Cloud CX supports integration with various CRM systems to enhance customer interactions by providing agents with comprehensive customer information directly within their workspace. Among the available integrations, Salesforce and Zendesk are notable for their seamless integration capabilities with Genesys Cloud CX, allowing agents to access customer data, log interactions, and manage customer relationships efficiently within the embedded clients. This integration facilitates improved customer service and personalized interactions by leveraging the rich functionalities of Salesforce and Zendesk within the Genesys Cloud environment.

Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data. For example:

• Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
• Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count.

Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as:

• Agent performance
• Queue performance
• Interaction quality
• Customer satisfaction
• Workforce management

References: https://help.mypurecloud.com/articles/how-reporting-works/ https://help.mypurecloud.com/articles/performance-dashboards-overview/ https://help.mypurecloud.com/articles/reports-overview/

The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type.References: https://help.mypurecloud.com/articles/about-licenses/ https://help.mypurecloud.com/articles/assign-licenses-to-users/

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-abandoned-metrics/

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/

The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate - User license by default.References: https://help.mypurecloud.com/articles/add-a-user/ https://help.mypurecloud.com/articles/communicate-user-role/

Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction.References: https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/

Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development,compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:

• Workforce Management
• Quality Management
• Automatic Call Distribution
• Skill-based Routing
• Omnichannel Routing
• Analytics and Reporting
• Artificial Intelligence
• Integrations References: https://www.genesys.com/genesys-cloud/features/contact-center https://www.genesys.com/glossary/human-capital-management

The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu.

• A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu.
• An extension is a short internal number that allows users to reach each other within an organization without dialing a full phone number.
• A DID pool is a collection of DID numbers that are available for assignment to users or queues.
• An extension pool is a collection of extensions that are available for assignment to users.

To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them

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

The Agent Login-Logout Details Report is a report that would help you view an agent’s time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/ https://help.mypurecloud.com/articles/monitor-agent-adherence/

Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:

• Blank Script is an empty template that allows you to create a script from scratch.
• Default Callback Script is a template for scripts that handle callback interactions.
• Default Inbound Script is a template for scripts that handle inbound interactions.
• Default Outbound Script is a template for scripts that handle outbound interactions.

You can also create your own custom templates for scripts based on your needs. References: https://help.mypurecloud.com/articles/create-a-script-template/ https://help.mypurecloud.com/articles/create-a-script-from-a-template/

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/

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 GenesysCloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window.References: https://help.mypurecloud.com/articles/routing-overview/ https://help.mypurecloud.com/articles/admin-menu-overview/

The Agent Status view in Genesys Cloud CX is designed to show detailed information about an agent's status over time, including the amount of time spent in each status such as Available, Busy, Away, etc. This view provides insights into how agents are allocating their time, which can be crucial for understanding productivity, identifying bottlenecks, and making informed staffing decisions.