GCP-GCX Practice Questions

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/aboutevaluations/ https://help.mypurecloud.com/articles/evaluations-overview/

Reference: https://help.mypurecloud.com/articles/plan-workforce-management/

Workforce Management is a feature that helps ensure that enough agents are in the right place at

the right time. Workforce Management allows administrators to forecast staffing needs based on

historical data and trends, create schedules that optimize agent availability and p

, monitor

agent adherence and performance in real time, and adjust schedules as needed. Reference:

https://help.mypurecloud.com/articles/about-workforce-management/

https://help.mypurecloud.com/articles/workforce-management-overview/

Reference: https://help.mypurecloud.com/articles/skills-performanceview/#:~:text=The%20Skills%20Performance%20view%20displays,in%20one%20or%20multiple%20q

ueues

The Skills Performance view helps supervisors analyze performance issues with a specific skill in one

or more queues. It shows metrics such as service level, average speed of answer, average handle

time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need

more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performanceview/

The steps you should take to update Amelia’s reporting structure in Genesys Cloud CX are to update

her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy.

You can change a user’s manager by editing their profile and selecting a new manager from a list of

users. Genesys Cloud CX will then update the user’s position in the organizational hierarchy based on

their manager. Reference: https://help.mypurecloud.com/articles/change-a-users-manager/

https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/

:

Reference: https://help.mypurecloud.com/articles/about-call-recording/

Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys

Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS

S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recordingstorage/ https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/

Reference: https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO

Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration

to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users

from logging in with their Genesys Cloud CX credentials and requires them to use an SSO provider

instead. This feature enhances security and simplifies user management for organizations that use

SSO. Reference: https://help.mypurecloud.com/articles/disable-genesys-cloud-login/

https://help.mypurecloud.com/articles/about-single-sign-on/

Utilization is a feature that enables a voice interaction to interrupt an email interaction when the

voice interaction has a higher priority than the email interaction. Utilization is a percentage that

indicates how much of an agent’s time is spent on handling interactions. When an agent is handling

an email interaction, their utilization is lower than when they are handling a voice interaction.

Therefore, if a voice interaction arrives in the queue and there are no other available agents, the

voice interaction can interrupt the email interaction and be routed to the agent with the lowest

utilization. Reference: https://help.mypurecloud.com/articles/utilization/

https://help.mypurecloud.com/articles/understand-how-email-interactions-work/

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. Reference:

https://help.mypurecloud.com/articles/best-practices-for-running-reports/

https://help.mypurecloud.com/articles/share-a-report/

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