GENESYS GCX-GCD STUDY GUIDE

Genesys GCX-GCD study guide

Genesys GCX-GCD study guide

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Genesys Cloud CX: Developer Certification Sample Questions (Q66-Q71):

NEW QUESTION # 66
The _______________ perspective is a ledger-type event stream over some time interval with time stamps for every event that occurred during the period.

  • A. Instantaneous Observation
  • B. Aggregate Metrics
  • C. Aggregate Records
  • D. Detail Records

Answer: D

Explanation:
The Detail Records perspective in Genesys Cloud CX represents a ledger-type event stream that includes time- stamped records for every interaction event over a given time interval, offering granular insight into each step of the interaction.


NEW QUESTION # 67
Which of the following applies to the Notifications API?

  • A. The ping messages are for topic subscriptions.
  • B. The ping message will tell you if the authentication token is expired or not.
  • C. The ping/pong messages will tell you if the socket is dropped or not.
  • D. There is noping message for Notification APIs.

Answer: C

Explanation:
In the Genesys Cloud CX Notifications API, ping/pong messages are used to check the healthof the WebSocket connection. These messages help detect if the socket is still open or if it has been dropped, enabling appropriate client-side handling.


NEW QUESTION # 68
Your contact center wants to track the outcome of calls and chats.
What can be configured within Genesys Cloud CX to provide this functionality?

  • A. Account Codes
  • B. Resolution Codes
  • C. Wrap-up Codes
  • D. Status

Answer: C

Explanation:
Wrap-up Codes in Genesys Cloud CX are used by agents to categorize the outcome of calls and chats after an interaction ends, enabling detailed tracking and reporting of customer interactions.


NEW QUESTION # 69
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

  • A. 80% of calls must be answered within 20 seconds.
  • B. 80 calls must be answered every 20 seconds.
  • C. 20 chats and calls must be answered in 80 seconds.
  • D. 20 chats and calls must be answered in 80 seconds.

Answer: A

Explanation:
In Genesys Cloud CX, a Service Level of 80 with a Service Level Target of 20 seconds means the goal is to answer 80% of incoming voice interactions within 20 seconds, aligning with common contact center performance standards.


NEW QUESTION # 70
The Utilization feature of Genesys Cloud CX allows administrators to configure: (Choose two.)

  • A. Time that an agent may spend on each media type.
  • B. Media types that can interrupt current interactions that an agent is handling.
  • C. The maximum capacity that an agent may handle simultaneously for each supported media type.
  • D. The after call work time for each media type.

Answer: B,C

Explanation:
The Utilization feature in Genesys Cloud CX allows administrators to configure the maximum number of concurrent interactions an agent can handle for each media type (e.g., voice, chat, email). This ensures that agents are not overloaded and can manage their tasks effectively.
Administrators can also define which media types are allowed to interrupt agents who are currently handling other interactions. For example, you can configure settings so that an incoming voice call can interrupt an agent handling a chat session, ensuring that high-priority interactions are addressed promptly.
Reference:https://help.mypurecloud.com/articles/configure-utilization-at-the-org-level/


NEW QUESTION # 71
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