Free GCP-GCX sample questions

Correct answer: 1. Create EU and NA Divisions and assign users accordingly. 2. Configure a single queue with Bullseye Routing, defining Ring 1 with both required skills and Ring 2 with only the 'Tier 2 Support' skill, setting the expansion timeout to 90 seconds. 3. Build a Performance Dashboard with two Queue Performance Detail widgets, each filtered to one of the regional queues.

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.

Correct answer: UI > Quality > View

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.

Correct answer: The Interactions view.

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.

Correct answers: Enable the 'Secure' setting on all 'Collect Input' actions that gather cardholder data.; Transfer the interaction to a dedicated Secure Call Flow before any sensitive data is collected.

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.

Correct 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.

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.

Correct answer: False

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.

Correct 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.

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.

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

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.

Correct 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.

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).

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

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).