Free PDF Quiz 2026 Genesys Accurate Exam Sample GCP-GCX Questions

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copyright CX Certified Professional-Consolidated (GCP-GCX) exam is designed to test the knowledge and skills of professionals who work with copyright CX, a cloud-based customer experience platform. GCP-GCX exam covers a range of topics, including the features and functions of the platform, how to configure and manage it, and how to troubleshoot common issues. The GCP-GCX Certification is intended for professionals who work in roles such as customer service managers, contact center administrators, and solution architects.

copyright CX Certified Professional - Consolidated Exam Sample Questions (Q64-Q69):

NEW QUESTION # 64
You can add more than one outbound route to the contact center.

Answer: B


NEW QUESTION # 65
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

Answer: B,C

Explanation:
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 copyright 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 copyright 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 copyright CX . A role determines what actions a user can perform or see in copyright 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


NEW QUESTION # 66
Which of the following best defines the performance view for Agents?

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 copyright CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in copyright 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 copyright 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 copyright 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 # 67
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

Answer: A

Explanation:
Reference:
Core Services is the platform component that manages account configuration, directory search, user membership, phone call routing, and agent assignment in copyright CX. Core Services is a set of services that provide essential functionality and data for copyright CX applications and integrations. Core Services include various features and functions, such as:
Account configuration
Directory search
User membership
Phone call routing
Agent assignment
Presence management
Notifications
Authentication
Authorization
Billing
Some other platform components of copyright CX are Public Interface Services, Communication Services, Application Services, etc. Reference: https://help.mypurecloud.com/articles/platform-overview/ https://help.mypurecloud.com/articles/core-services-overview/


NEW QUESTION # 68
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

Answer: B


NEW QUESTION # 69
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