Free GCP-GCX Practice Test Questions and Answers (2026) | Cert Empire Practice Questions

The user role that is required to perform the deployment and installation of the Genesys Cloud CX

organization is admin. The admin role grants full access to all features and functions within Genesys

Cloud CX, including organization settings, integrations, user management, etc. The admin role is also

required to activate licenses and subscriptions for Genesys Cloud CX. Reference:

https://help.mypurecloud.com/articles/admin-role/ https://help.mypurecloud.com/articles/activateyour-subscription-and-licenses/

When exporting data from views in Genesys Cloud CX, users have several format options. Among

these, PDF and CSV are commonly available choices for exporting data. PDF format is useful for

creating ready-to-share documents that preserve the layout and formatting of the view, while CSV

format is ideal for data manipulation and analysis in spreadsheet applications, allowing for further

data processing and insights.

Workspaces in Genesys Cloud CX are customizable environments that allow users to design and

personalize their own working area. Users can configure and store custom views, organize widgets

and tools according to their specific job functions, and save these configurations for future use. This

feature enhances productivity and efficiency by allowing users to tailor their environment to their

workflow and access the information they need more quickly and easily.

Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be

used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance,

information, or questions for the agents to use during an interaction. Scripts can also include

dynamic content, such as data actions, web pages, images, etc. Reference:

https://help.mypurecloud.com/articles/about-scripts/

https://help.mypurecloud.com/articles/create-a-script/

Wrap-up codes and utilization are two options that can be configured when setting up a queue. A

queue is a logical grouping of agents who handle similar types of interactions, such as voice calls,

chats, emails, etc. A queue can have various options configured to define its behavior and

performance, such as:

Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate

the outcome or reason for the interaction.

Utilization is a percentage that indicates how much time an agent spends handling interactions

versus being available for new interactions.

Some other options that can be configured when setting up a queue are routing method, service

level target, maximum wait time, etc. Reference: https://help.mypurecloud.com/articles/aboutqueues/ https://help.mypurecloud.com/articles/create-and-configure-queues/

https://help.mypurecloud.com/glossary/wrap-up-code/

https://help.mypurecloud.com/glossary/utilization/

Organization ID is how you represent your organization when you contact the Genesys Cloud CX

support team. Organization ID is a unique identifier that is assigned to your organization when you

sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate

your organization’s account information and provide faster and better service. You can find your

organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX

window. Reference: https://help.mypurecloud.com/articles/organization-id/

https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/

The following statements are true regarding the Genesys Cloud CX Edge appliance:

It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX,

and third-party systems.

It provides core telephony services such as call control, call recording, call quality monitoring, etc.

It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

The following statements are false regarding the Genesys Cloud CX Edge appliance:

It provides for the integration of Active Directory, SharePoint, and other third-party data.

It manages the Genesys Cloud CX platform services.

The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony

infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local

network and Genesys Cloud CX data centers. Reference:

https://help.mypurecloud.com/articles/about-edge-devices/

https://help.mypurecloud.com/articles/edge-device-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/

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

It is essential to have employees complete their profile information because searches performed in

the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can

contain various types of information about people in the organization, such as name, title,

department, location, skills, biography, etc. These information can help users find and connect with

other users within Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/aboutprofiles/ https://help.mypurecloud.com/articles/search-for-people/

Reference: https://help.mypurecloud.com/glossary/criticalquestion/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of

%20an%20interaction

Critical questions are questions that have a significant impact on the quality of an interaction. If

answered “No”, critical questions will result in an evaluation score of zero for the interaction,

regardless of how other questions are answered. Critical questions are used to identify interactions

that fail to meet minimum quality standards. Reference:

https://help.mypurecloud.com/articles/create-an-evaluation-form/

https://help.mypurecloud.com/articles/evaluate-interactions/

Collecting general information such as building address, number of floors, location contact

information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the

task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical

site or building where users or devices are located in Genesys Cloud CX. A location can have various

attributes configured to define its behavior and appearance, such as:

Building address

Number of floors

Location contact information

Emergency number

Time zone

Language

Currency

To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their

role. Admin permission is a granular setting that controls access to administrative features and

functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors

who need to manage various aspects of the organization’s account. Reference:

https://help.mypurecloud.com/articles/location-overview/

https://help.mypurecloud.com/articles/add-a-location/

https://help.mypurecloud.com/articles/about-permissions/

https://help.mypurecloud.com/articles/admin-permission/

Workspaces is a setting that allows you create a place for each group in your organization to upload,

organize, and share documents and files. Workspaces are secure storage areas that can be accessed

only by members of the group. You can create workspaces for different purposes, such as projects,

teams, departments, etc. Reference: https://help.mypurecloud.com/articles/about-workspaces/

https://help.mypurecloud.com/articles/create-a-workspace/

The status of agents, whether active or inactive, does not impact metrics in queue reports, however,

active agents appear on/affect agent reports is a true statement. A queue report is a report that

shows various metrics and details related to queue performance and activities in Genesys Cloud CX.

A queue report can help you measure and improve various aspects of your queue, such as:

Service level

Abandon rate

Average speed of answer

Average handle time

Interaction volume

An agent report is a report that shows various metrics and details related to agent performance and

activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of

your agent, such as:

Availability

Productivity

Quality

Conduct

Satisfaction

The status of agents, whether active or inactive, does not impact metrics in queue reports, however,

active agents appear on/affect agent reports because:

A queue report only counts interactions that spent time in the queue, but an agent-based report

counts any interactions an agent worked with. This means that the totals in a queue report and an

agent-based report may not match exactly, even if they include the same agents or queues. This is

because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and

queue metrics and agent metrics can differ for various reasons, such as:

An interaction spends time in multiple queues

An interaction abandons before an agent handles it

An agent is a member of more than one queue

An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle

interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged

out. An active agent appears on/affects agent reports because they contribute to various metrics and

details related to agent performance and activities, such as:

Status

Time in status

Calls answered

Average talk time

Average ACW

Reference: https://help.mypurecloud.com/articles/reports-overview/

https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/

https://help.mypurecloud.com/articles/agent-status-overview/

Unused reports do not need to be disabled manually to prevent unnecessary load on the system.

Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This

feature helps optimize system performance and reduce resource consumption. You can re-enable

disabled reports at any time from the Reports page in Genesys Cloud CX Admin. Reference:

https://help.mypurecloud.com/articles/about-reports/

https://help.mypurecloud.com/articles/disable-and-enable-reports/

:

Number plan determines how many and which digits are necessary for call routing is a true

statement. A number plan is a telecommunication scheme that assigns telephone numbers to

subscribers and telephony endpoints in Genesys Cloud CX. A number plan can also define various

aspects of call routing, such as:

How many digits are required to dial a destination number

Which digits are used to identify a country code, area code, or extension

Which digits are used to access an outside line or an operator

Which digits are used to indicate an emergency number or a special service

A number plan can be added or modified based on the organizational requirements in Genesys Cloud

CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX. Reference:

https://help.mypurecloud.com/articles/number-plan-information/

https://help.mypurecloud.com/articles/add-number-plan/

https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/

:

Organizations with Communicate licenses in Genesys Cloud CX have the capability to set up basic

Interactive Voice Response (IVR) systems as part of their inbound call flows. This allows for the

creation of automated menus and routing options that can direct callers to the appropriate

department or information, enhancing the efficiency of call handling and improving the caller

experience.

You can add more than one outbound route to the contact center is a true statement. You can add

multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based

on your needs and p

. You can add different outbound routes for different classifications of

destination numbers, such as local, long distance, international, etc. You can also add different

outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You

can also add different outbound routes for different priorities or failover scenarios that you want to

implement for outgoing calls. Reference: https://help.mypurecloud.com/articles/add-an-outboundroute/ https://help.mypurecloud.com/articles/outbound-routes-overview/