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Genesys GCP-GCX Valid Test Materials, GCP-GCX Test Questions

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Free PDF Quiz 2026 Genesys GCP-GCX: Trustable Genesys Cloud CX Certified Professional - Consolidated Exam Valid Test Materials

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q130-Q135):

NEW QUESTION # 130
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

A. IVR prompts
B. Toast pop-ups
C. Dialog boxes
D. Scripts

Answer: D

Explanation:
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. Reference: https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/

NEW QUESTION # 131
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. Documents
C. Directory
D. Workspaces

Answer: A

Explanation:
Explanation
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/

NEW QUESTION # 132
Which of the following statements defines a critical question in an Evaluation Form?

A. Critical questions are questions that the agent must answer.
B. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.

Answer: D

Explanation:
Reference:
Critical questions are questions that have a significant impact on the quality of an interaction. If answered "No", critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards. Reference: https://help.mypurecloud.com/articles/create-an-evaluation-form/ https://help.mypurecloud.com/articles/evaluate-interactions/

NEW QUESTION # 133
Which of the following types of interactions can be configured for Recording Policies?

A. Message
B. Email
C. Chat
D. Call
E. All of the above

Answer: E

Explanation:
Reference:
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc. Reference: https://help.mypurecloud.com/articles/about-recording-policies/ https://help.mypurecloud.com/articles/create-a-recording-policy/

NEW QUESTION # 134
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

A. IVR prompts
B. Toast pop-ups
C. Dialog boxes
D. Scripts

Answer: D

Explanation:
Explanation
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/

NEW QUESTION # 135
......

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