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Genesys Cloud Cx Certified Professional – Consolidated Free Sample Questions

Covers Genesys Cloud platform administration, user roles, and ACD skills, implementation with Architect and scripting, and reporting through dynamic views and dashboards.

20 free sample questions230 in the full practice test

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GCP-GCX Sample Questions

  1. Question 1

    A multinational financial services firm is implementing Genesys Cloud CX to consolidate its global support operations. The firm has three primary requirements:

    1. Data Sovereignty and Segregation: Support operations in the European Union (EU) and North America (NA) must be logically separated. EU supervisors should only see EU agent and customer data, and NA supervisors should only see NA data. However, global administrators need oversight of the entire operation.
    2. Skill-Based Routing with Overflow: Calls should first be routed to agents with both 'Tier 2 Support' and 'Product A Specialist' skills. If no such agent is available after 90 seconds, the 'Product A Specialist' skill requirement should be dropped, and the call should be routed to any available 'Tier 2 Support' agent.
    3. Integrated Reporting: The firm requires a single dashboard view that compares key performance indicators (KPIs) like Average Handle Time (AHT) and First Contact Resolution (FCR) side-by-side for the EU and NA operations.

    Which combination of configurations best addresses all three of the firm's requirements?

    Answer and explanation

    Correct answer: B

    This is the optimal solution. Divisions are the correct mechanism for data segregation and access control. Bullseye Routing is designed specifically for skill-based routing with timed relaxation of skill requirements. Performance Dashboards are capable of displaying multiple widgets filtered by different entities (like queues associated with each division), allowing for direct side-by-side KPI comparison.

  2. Question 2

    A contact center administrator has created a new role named 'Quality_Evaluator' intended for team leads who need to review agent interactions. However, after assigning the role, the team leads report they cannot see the 'Quality' section in the main menu. The administrator has confirmed the role is active and correctly assigned. Which permission is most likely missing from the 'Quality_Evaluator' role?

    Answer and explanation

    Correct answer: C

    In Genesys Cloud CX, visibility of main menu items is often controlled by a specific UI permission. While Quality > Evaluation > View is necessary to see the content within the Quality area, the UI > Quality > View permission is required to make the 'Quality' menu item itself visible to the user. Without this, the user cannot navigate to the Quality workspace, regardless of other permissions.

  3. Question 3

    A reporting analyst needs to investigate customer complaints about long hold times for a specific queue over the last month. They need to see a detailed, chronological list of every interaction that entered the queue, including how long it waited before being answered or abandoned. Which report or view is the most direct way to obtain this specific information?

    Answer and explanation

    Correct answer: C

    The Interactions view (found under Performance > Workspace > Interactions) provides a detailed, filterable list of every interaction within a specified timeframe. The analyst can filter by the specific queue name and time interval to see each individual interaction, including crucial metrics like tWait (total wait time) for each one, allowing for a thorough investigation.

  4. Question 4

    Multiple answers

    An administrator is designing a secure Architect flow for handling credit card payments over the phone. Which of the following actions are essential best practices to ensure PCI DSS compliance within this flow? (Select TWO)

    Answer and explanation

    Correct answers: B, C

    Marking a 'Collect Input' action as 'Secure' prevents the collected data (like a credit card number) from being stored in logs or saved as a variable, which is a critical step in protecting sensitive information.

    Using a separate Secure Call Flow automatically pauses call recording (both audio and screen) for the duration of the secure flow, preventing sensitive cardholder data from being captured and stored, a key requirement for PCI compliance.

  5. Question 5

    A contact center manager wants to ensure that if a high-value customer calls back within 24 hours, their call is routed to the same agent who handled their previous interaction, provided that agent is available. If the previous agent is not available, the call should follow standard skill-based routing. Which combination of features should be configured to achieve this?

    Answer and explanation

    Correct answer: B

    This is the correct method. The Architect flow must first perform a data dip (using a Data Action against the Genesys Cloud API) to identify the last agent who interacted with the caller's ANI. The flow logic can then use a 'Transfer to ACD' action and set the Preferred Agent property to the identified agent's ID. The Request Timeout on this action serves as the fallback mechanism; if the preferred agent doesn't answer within the timeout, the ACD engine proceeds with standard skill-based routing to find the next best available agent.

  6. Question 6

    True or False: When configuring a Data Action, it is mandatory to define both a request schema and a response schema, even if the external API endpoint does not require an input body or does not return a response body.

    Answer and explanation

    Correct answer: B

    This is false. While schemas are required to process inputs and outputs, they are not mandatory if the specific API call does not use them. For example, a simple GET request might not have a request body, so a request schema is not needed. Similarly, if you only need to trigger an action and don't care about the response (a 'fire and forget' call), you do not need to define a response schema.

  7. Question 7

    A contact center operations manager is analyzing agent performance data and notices a discrepancy. The 'Agent Performance Summary' view shows Agent A has a total handle time of 4 hours for the day. However, when the manager runs an 'Interaction Details' report for Agent A for the same period, the sum of the 'tHandle' metric for all interactions is 4 hours and 30 minutes. What is the most likely reason for this 30-minute difference?

    Answer and explanation

    Correct answer: D

    This is a key concept in Genesys Cloud reporting. Agent-centric views like the 'Agent Performance Summary' are designed to reflect the agent's actual time utilization. If an agent handles two chats for 30 minutes concurrently, their utilization time is 30 minutes. However, interaction-centric reports will show two separate interactions, each with a 30-minute handle time. Summing these would result in 60 minutes of handle time, creating the discrepancy.

  8. Question 8

    An administrator is building an Architect flow to route customers based on their selected language. The IVR asks the caller to 'Press 1 for English' or 'Press 2 for Spanish'. The administrator wants to attach the selected language to the interaction before transferring it to a queue so that it can be routed to an agent with the corresponding language skill.

    Which of the following flow diagrams correctly implements this logic?

    flowchart TD A[Start] --> B{Collect Input 'language_choice'}; B --> |'1'| C[Set 'English' Language]; B --> |'2'| D[Set 'Spanish' Language]; C --> E[Transfer to ACD 'Support Queue']; D --> E; E --> F[End];

    Answer and explanation

    Correct answer: B

    The correct and most efficient method is to use the dedicated 'Set Language' action in Architect. This action officially attaches the specified language (which must be pre-configured in Admin > Contact Center > Languages) to the interaction. When the 'Transfer to ACD' action executes, the ACD engine will automatically use this attached language to match the interaction with agents who possess the corresponding language skill.

  9. Question 9

    When configuring an outbound dialing campaign, an administrator sets the dialing mode to 'Progressive'. What is the primary characteristic of this mode?

    Answer and explanation

    Correct answer: C

    Progressive dialing is a blended approach that balances agent productivity with compliance. The system ensures an agent is available before it dials a number. It then places the call and listens for a live answer. The call is only connected to the waiting agent if a person is detected, filtering out busy signals, voicemails, and disconnected numbers. This differs from Preview (agent-initiated) and Predictive (dials more numbers than agents).

  10. Question 10

    A manager is using the Queues Activity view to monitor real-time performance. They see a value of 85% for the 'Service Level' metric. What does this percentage represent?

    Answer and explanation

    Correct answer: C

    Service Level is a fundamental contact center KPI. It is calculated as (Number of interactions answered within the configured time threshold) / (Total number of interactions answered + Total number of interactions that abandoned after the threshold). The threshold is set in the queue's configuration (e.g., answer 80% of calls in 20 seconds).