GCP-GCX sample questions

Question 1

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?

Accepted Answer

The Interactions view.

Answer

The Queue Performance Summary view.

Answer

A custom-built Performance Dashboard.

Answer

The Agent Status Summary report.

Question 2

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)

Accepted Answer

Enable the 'Secure' setting on all 'Collect Input' actions that gather cardholder data.

Accepted Answer

Transfer the interaction to a dedicated Secure Call Flow before any sensitive data is collected.

Answer

Use a 'Play Audio' action to announce the total charge before collecting payment details.

Answer

Store the collected credit card number in a flow variable temporarily and clear it before the flow ends.

Answer

Use a Data Action to post the payment details directly to a public, unauthenticated API endpoint.

Question 3

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?

Accepted Answer

An Architect flow that uses a Data Action to look up the last agent and a 'Transfer to User' action, with a fallback to a 'Transfer to ACD' action.

Answer

Bullseye Routing with the agent's ID in the first ring.

Answer

A script that pops for the agent and provides a button to transfer the call to the previous agent.

Answer

A single queue with the 'Last Agent Routing' option enabled in the queue configuration.

Question 4

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.

Accepted Answer

False

Answer

True

Question 5

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?

Accepted Answer

The agent handled concurrent interactions (e.g., two chats simultaneously), and the summary view counts the overlapping time only once, whereas the interaction report sums the handle time for each interaction independently.

Answer

The Agent Performance Summary view excludes interactions that were transferred.

Answer

The Interaction Details report includes time spent on 'Idle' status between calls, which the summary view excludes.

Answer

The Agent Performance Summary view only includes time where the agent was the primary handler, while the Interaction Details report includes time from consulting other agents.

Question 6

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?
```mermaid
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];
```

Accepted Answer

Use the 'Set Language' action in Architect to attach the selected language to the interaction before the 'Transfer to ACD' action.

Answer

Use a 'Set Participant Data' action to create a custom attribute `Language=English` before the transfer.

Answer

Modify the 'Transfer to ACD' action to include a skill expression like `IF(Flow.language_choice == "1", "English", "Spanish")`.

Answer

Create two separate queues, 'English_Support' and 'Spanish_Support', and transfer the call accordingly.

Question 7

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

Accepted Answer

The system waits for an agent to become available and then dials a single number, connecting the agent only if a live person answers.

Answer

The system presents the agent with contact information first, and the agent must manually initiate the call.

Answer

The system dials multiple numbers per available agent and uses an algorithm to predict agent availability.

Answer

The system sends a pre-recorded message to a list of contacts without involving a live agent.

Question 8

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?

Accepted Answer

The percentage of interactions answered within the time threshold defined in the queue's configuration.

Answer

85% of all interactions offered to the queue today were answered.

Answer

85% of agents assigned to the queue are currently in an 'On Queue' status.

Answer

The average customer satisfaction score for all interactions handled by the queue is 85%.

Question 9

A developer needs to create a Data Action to retrieve customer account details from an external CRM system using a REST API. The API requires an OAuth 2.0 (Client Credentials) grant type for authentication. In which section of the Genesys Cloud integration configuration should the developer store the Client ID and Client Secret required for this authentication?

Accepted Answer

In the 'Credentials' section of the Web Services Data Actions Integration configuration.

Answer

Directly within the Data Action's configuration using dynamic variables.

Answer

In a secure flow variable within the Architect flow that calls the Data Action.

Answer

As a custom participant attribute attached to the interaction.

Question 10

During a Quality Management calibration session, a group of evaluators scores the same call recording but produces widely varying results. The goal is to standardize scoring and ensure consistency. What is the most critical component of the quality management setup to review and refine to address this issue?

Accepted Answer

The evaluation form's question groups and scoring definitions.

Answer

The permissions assigned to the evaluators' roles.

Answer

The recording policy that captured the interaction.

Answer

The wrap-up codes assigned to the interaction.

Free GCP-GCX sample questions

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)

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.

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

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?

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