2026 New GCP-GCX Exam Questions Real Genesys Dumps
Course 2026 GCP-GCX Test Prep Training Practice Exam Download
Genesys GCP-GCX Certification Exam covers a wide range of topics, including Genesys Cloud CX architecture, deployment, and management, as well as advanced features such as routing, reporting, and integrations. GCP-GCX exam is designed to test the candidate's ability to design and implement Genesys Cloud CX solutions that meet the needs of their organization or clients. Successful candidates will be able to demonstrate their ability to configure and customize Genesys Cloud CX to meet specific business requirements.
NEW QUESTION # 47
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- B. Reviewing and ensuring the usage of scheduled reports.
- C. Asking every team member to run and save a copy of the report.
- D. Running reports during peak hours.
Answer: C,D
Explanation:
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* Review and delete unused or outdated reports regularly. References:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
NEW QUESTION # 48
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Quality Details Report
- B. Agent Activity Summary Report
- C. Agent Login-Logout Details Report
- D. Agent Metrics Report
Answer: C
Explanation:
Explanation
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Conduct
* Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as:
* Pre-set Day Filter
* Report Date
* Agent Group
* Agent
* Media Type
References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 49
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. IVR
- B. Automatic Call Distribution
- C. Workforce Management
- D. Skill-based Routing
Answer: B
NEW QUESTION # 50
If you have not created any additional templates, you will have several default template options when creating a new script.
These default templates are: (Choose four.)
- A. Blank Script
- B. Collection Script Template
- C. Default Outbound Script
- D. Default Callback Script
- E. Sales Script Template
- F. Default Inbound Script
Answer: A,B,E,F
NEW QUESTION # 51
You cannot add variables to a script.
- A. False
- B. True
Answer: A
Explanation:
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. Reference: 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/
NEW QUESTION # 52
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
* Interaction volume
* Interaction quality
* Interaction outcomes
* Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
* You can customize the interaction view by using various filters and columns to show only certain data.
For example, you can choose to show only certain columns or filter to see certain types of interactions.
You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
* Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
References: https://help.mypurecloud.com/articles/interactions-view-overview/
https://help.mypurecloud.com/articles/customize-performance-views/
NEW QUESTION # 53
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
- A. Calling
- B. Outbound
- C. SIP Access Control
- D. Availability
Answer: C
Explanation:
SIP Access Control is where you can add the list of IP or CIDR addresses that are allowed or denied access to an External or Phone Trunk in Genesys Cloud CX Telephony Admin menu. SIP Access Control is a feature that allows you to control which IP addresses or CIDR ranges can access your External or Phone Trunks in Genesys Cloud CX. SIP Access Control can help you enhance the security and performance of your trunks by preventing unauthorized or unwanted access from external sources. You can add IP addresses or CIDR ranges to the Allow List or Deny List of your trunks based on your needs and preferences. Reference: https://help.mypurecloud.com/articles/sip-access-control-overview/ https://help.mypurecloud.com/articles/add-an-ip-address-or-cidr-range-to-a-trunk/
NEW QUESTION # 54
Which view displays current metrics and information about queues if you have a membership?
- A. Queues Performance
- B. Queues Activity
- C. My Queues Activity
- D. Queues
Answer: C
NEW QUESTION # 55
Select the categories of Prompts in Architect. (Choose two.)
- A. Menu
- B. System
- C. Data
- D. User
Answer: B,D
Explanation:
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. Reference: https://help.mypurecloud.com/articles/call-prompts/ https://help.mypurecloud.com/articles/user-prompts/
NEW QUESTION # 56
Which of the following types of interactions can be configured for Recording Policies?
- A. Message
- B. All of the above
- C. Chat
- D. Call
- E. Email
Answer: B
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 # 57
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Admin > Quality
- B. Performance > Workspace > Dashboards
- C. Performance > Overview (Evaluations)
- D. Admin > Contact Center
Answer: C
Explanation:
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. Reference: https://help.mypurecloud.com/articles/about-evaluations/ https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 58
If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.
- A. False
- B. True
Answer: A
Explanation:
In Genesys Cloud CX, the issue reporting email address is a configurable setting that determines where reports of system issues are sent. If this address is not set up, system issues will not automatically be emailed to all employees with administrative roles. Instead, issues need to be reported through the designated support channels or by manually notifying the appropriate individuals or teams within the organization.
NEW QUESTION # 59
_________ binds the numbering plan with the trunk.
- A. Outbound route
- B. Edge
- C. Edge Group
- D. Inbound route
Answer: D
NEW QUESTION # 60
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
- A. Queue Management
- B. Reporting and Analytics
- C. Workforce Management
- D. Routing
Answer: C
NEW QUESTION # 61
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Disregard skills
- B. Best available skills
- C. Agent availability
- D. Bullseye matching
- E. All skills matching
Answer: B,C,D
NEW QUESTION # 62
Which of following file formats are available to export a report? (Choose three.)
- A. .xls
- B. .txt
- C. .pdf
- D. .doc
- E. .docx
- F. .xlsx
Answer: A,C,F
Explanation:
.xls, .xlsx, and .pdf are three file formats that are available to export a report in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
You can export a report to save or share it with others in Genesys Cloud CX Performance menu. You can export a report in various file formats based on your needs and preferences. The file formats that are available to export a report are:
.xls: A Microsoft Excel 97-2003 Workbook file format that can store data in worksheets, charts, and macros.
.xlsx: A Microsoft Excel Workbook file format that can store data in worksheets, charts, and macros. It is the default file format for Microsoft Excel 2007 and later versions.
.pdf: A Portable Document Format file format that can store data in a fixed-layout document that preserves the original appearance of the report.
Some other file formats that are available to export a report are .csv, .docx, and .rtf. Reference: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/export-a-report/
NEW QUESTION # 63
A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented
- A. False
- B. True
Answer: B
Explanation:
Dynamic reports in Genesys Cloud CX are indeed customizable, allowing users to select the specific data and metrics they wish to include in the report and to determine how this information is presented. This feature provides flexibility and personalization in reporting, enabling users to focus on the information that is most relevant to their roles and objectives, thereby enhancing the analysis and decision-making process.
NEW QUESTION # 64
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. Automatic Call Distribution
- B. Workforce Management
- C. IVR
- D. Skill-based Routing
Answer: C
Explanation:
IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent's assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support. Reference: https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/ https://help.mypurecloud.com/articles/about-architect/
NEW QUESTION # 65
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
- A. Flow-outs
- B. IVR
- C. Abandon
- D. Disconnect
Answer: A
Explanation:
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 .
NEW QUESTION # 66
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Automatic Call Distribution
- B. Quality Management
- C. Workforce Management
- D. Human Capital Management
Answer: D
NEW QUESTION # 67
Which of the following statements about WebRTC phones is incorrect?
- A. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
- B. A WebRTC phone can be used even when disconnected from the Cloud.
- C. It is assigned to a specific user and only that user has permission to use the phone.
- D. Genesys Cloud CX WebRTC phone runs in the browser.
Answer: B
Explanation:
Reference:
The statement that a WebRTC phone can be used even when disconnected from the cloud is incorrect. A WebRTC phone is a browser-based phone that runs in a supported web browser and connects to Genesys Cloud CX cloud services via WebRTC protocol. A WebRTC phone does not require any additional hardware or software apart from a supported browser and a headset or microphone/speaker device. However, a WebRTC phone cannot be used when disconnected from the cloud because it relies on an internet connection to communicate with Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/about-webrtc-phones/ https://help.mypurecloud.com/articles/webrtc-phone-limitations/
NEW QUESTION # 68
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Scheduling
- B. Automatic Call Distribution
- C. Architect
- D. Emergency Groups
Answer: B
NEW QUESTION # 69
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