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Free Genesys GC-GCP Cloud CX Professional Certification Practice Questions

26 free Genesys GC-GCP Cloud CX Professional Certification practice questions from the CertStash pack of 224, each with the correct answer and a full explanation. The rule is the same for every exam: ten free on the product page, 26 free here, all 224 in the pack, and each step includes the one before it.

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Question 1

Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud?

  1. Workgroups
  2. Rooms
  3. Groups
  4. Roles
Show answer and explanation

Correct answer: D. Roles

In Genesys Cloud, a role is a named collection of permissions, and each permission grants the right to view, add, edit or delete a specific kind of object or to use a feature. Administrators assign roles to users, so a user's access is the combined set of permissions in the roles they hold. Building roles around job functions such as agent, supervisor or administrator ensures that every person has the rights needed for their work and nothing more.

Why the other options are wrong

  • A. Workgroups are not the Genesys Cloud object that grants rights and permissions to users.
  • B. Rooms are collaboration spaces for group chat and do not grant permissions.
  • C. Groups organize people for collaboration, call routing and directory purposes rather than defining their permissions.

Question 2

Genesys Cloud supports embedded clients for Salesforce and Zendesk.

  1. True
  2. False
Show answer and explanation

Correct answer: A. True

Genesys Cloud provides embedded clients for both Salesforce and Zendesk. Genesys Cloud for Salesforce and Genesys Cloud for Zendesk place a Genesys Cloud client inside the CRM interface, so agents can handle calls and other interactions, see interaction details and log activity without leaving the CRM they already work in. The integrations are installed and configured by an administrator in each CRM and in Genesys Cloud.

Why the other options are wrong

  • B. Genesys Cloud does offer embedded clients for both Salesforce and Zendesk.

Question 3

What is the distinguishing feature between queues and groups?

  1. Queues can have agents as members, while groups cannot.
  2. Both queues and groups have the same ACD capabilities.
  3. Unlike groups, queues allow for more complex scenarios like skill-based routing.
  4. Queues can be used in Architect flows, while groups cannot.
Show answer and explanation

Correct answer: C. Unlike groups, queues allow for more complex scenarios like skill-based routing.

Groups in Genesys Cloud collect users for collaboration and simple call distribution, such as ringing members of a group. Queues are the ACD objects of the contact center: they hold agents as members and apply evaluation and routing methods, so interactions can be distributed by skills, languages, proficiency and methods such as bullseye routing. That support for advanced ACD scenarios like skill-based routing is what distinguishes queues from groups.

Why the other options are wrong

  • A. Groups also have users as members, so membership does not distinguish the two.
  • B. Groups do not provide the ACD capabilities that queues provide.
  • D. Architect flows can also transfer interactions to groups, so this is not the distinguishing feature.

Question 4

Which feature enables a voice interaction to interrupt an email interaction?

  1. Utilization
  2. ACD Skills
  3. Emergency Routing
  4. Scripts
Show answer and explanation

Correct answer: A. Utilization

Utilization settings define how many interactions of each media type an agent can handle at once and which media types can interrupt others. An administrator can configure email so that it can be interrupted by calls. When a call arrives for an agent who is working an email, ACD can then deliver the call, and the agent returns to the email after the call ends.

Why the other options are wrong

  • B. ACD skills determine which agents can receive an interaction, not whether one media type can interrupt another.
  • C. Emergency routing redirects calls during an emergency and does not control interruption between media types.
  • D. Scripts guide agents through interactions and do not control interruption between media types.

Question 5

Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.

What is the maximum number of rings that can be defined for Bullseye routing?

  1. 8
  2. 6
  3. 4
  4. 2
Show answer and explanation

Correct answer: B. 6

Bullseye routing organizes the agents in a queue into concentric rings, up to a maximum of six. The innermost ring contains agents who match the most desirable skills, and each outer ring relaxes the skill requirements so more agents become eligible. If no agent in the current ring becomes available within the configured time, the interaction moves outward to the next ring, and the last ring includes all agents in the queue.

Why the other options are wrong

  • A. Bullseye routing supports up to six rings, not eight.
  • C. Four is fewer than the six rings bullseye routing allows.
  • D. Two is fewer than the six rings bullseye routing allows.

Question 6

The license used by a user is determined by the permissions enabled in the roles assigned to that user.

  1. True
  2. False
Show answer and explanation

Correct answer: A. True

Genesys Cloud determines the license a user consumes from the permissions in the roles assigned to that user. Each permission corresponds to a license level, and a role's license reflects the highest level permission it contains. When a user holds several roles, the user consumes the license that covers all of those permissions, so assigning roles carefully controls license usage.

Why the other options are wrong

  • B. License consumption is determined by the permissions in a user's assigned roles.

Question 7

Which role is automatically assigned to a new user?

  1. User
  2. Communicate - User
  3. admin
  4. employee
Show answer and explanation

Correct answer: D. employee

Genesys Cloud automatically assigns the employee role to every new user. The employee role carries the basic permissions people need to use the collaboration features, such as the directory, chat and profiles. Additional roles, such as agent or supervisor roles, are assigned by an administrator to grant more permissions. The admin role is automatically given only to the person who creates the organization.

Why the other options are wrong

  • A. User is not a role that Genesys Cloud assigns automatically to new users.
  • B. Communicate - User is a role for Genesys Cloud Communicate and is not assigned to every new user.
  • C. The admin role is automatically given only to the person who creates the organization, not to every new user.

Question 8

Which of the following Edge features provides client and server-side call matching?

  1. SIP gateway
  2. SIP proxy
  3. Media server
  4. Call broker
Show answer and explanation

Correct answer: B. SIP proxy

Among the functions an Edge provides, the SIP proxy provides client and server-side call matching. A proxy interprets and, when necessary, rewrites specific parts of a SIP request message before forwarding it. The other Edge functions have different roles: the SIP gateway connects networks that use different protocols, the media server handles audio, and the call broker routes inbound and outbound calls.

Why the other options are wrong

  • A. The SIP gateway connects a SIP network to networks that use other protocols or technologies.
  • C. The media server handles audio, not call matching.
  • D. The call broker provides call routing for inbound and outbound calls, not call matching.

Question 9

You suspect that one of your agents is not productive.

Which report would you run to view the agent's time on breaks and login/logout details?

  1. Interaction Details Report
  2. User Status Detail Report
  3. Agent Metrics Report
  4. Queue Metrics Daily Report
Show answer and explanation

Correct answer: B. User Status Detail Report

The User Status Detail report shows the statuses a user held over a period, including login and logout times and time spent in statuses such as break, meal, available and busy. For an agent suspected of being unproductive, it shows how much time was spent on breaks and when the agent was logged in, which is exactly the information needed to review their time.

Why the other options are wrong

  • A. The Interaction Details report covers individual interactions, not an agent's breaks and login times.
  • C. The Agent Metrics report summarizes interaction handling, not time on breaks and login details.
  • D. The Queue Metrics Daily report covers queue performance, not an individual agent's status.

Question 10

Which of the following statements about WebRTC phones is incorrect?

  1. Genesys Cloud WebRTC phone runs in the browser.
  2. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
  3. It is assigned to a specific user and only that user has permission to use the phone.
  4. A WebRTC phone can be used even when disconnected from the Cloud.
Show answer and explanation

Correct answer: D. A WebRTC phone can be used even when disconnected from the Cloud.

The Genesys Cloud WebRTC phone runs in a supported browser or the desktop app, with no additional hardware or software to install, and it is assigned to a specific user. Because it is a software phone delivered through Genesys Cloud, it depends on a connection to Genesys Cloud to place and receive calls. The statement that it can be used while disconnected from the cloud is therefore the incorrect one.

Why the other options are wrong

  • A. The WebRTC phone does run in the browser, so this statement is correct.
  • B. The WebRTC phone needs only a supported browser, so this statement is correct.
  • C. A WebRTC phone is assigned to a specific user, so this statement is correct.

Question 11

Which of the following statements defines a critical question in an Evaluation Form?

  1. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
  2. Critical questions are questions that the agent must answer.
  3. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
  4. If answered "No", critical questions will result in an evaluation score of zero for the interaction.
Show answer and explanation

Correct answer: A. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.

In a quality management evaluation form, a critical question marks an item that is critical to the success of an interaction, such as a required compliance statement. Genesys Cloud calculates a separate critical score from these questions in addition to the overall evaluation score. The critical score shows how well the agent performed on the items that matter most, independent of the rest of the form.

Why the other options are wrong

  • B. Evaluation questions are answered by the evaluator, not by the agent.
  • C. A critical question is defined by its separate critical score, not by being multiple choice with higher weighting.
  • D. A critical question contributes to a separate critical score rather than reducing the whole evaluation score to zero.

Question 12

You must define the phone configuration in Genesys Cloud to associate with a physical phone.

What binds the phone's settings in Genesys Cloud to a physical phone?

  1. Phone model
  2. Base settings
  3. Phone name
  4. Hardware ID (MAC address)
Show answer and explanation

Correct answer: D. Hardware ID (MAC address)

Creating a phone in Genesys Cloud involves naming it, selecting a base settings configuration and a site, and identifying the specific device. For a hardware phone, that identification is its hardware ID, the MAC address. The MAC address is what ties the phone record, and the settings it inherits from base settings, to one particular physical phone. Base settings are a shared template that many phones can use, so they cannot by themselves bind a configuration to a single device.

Why the other options are wrong

  • A. The phone model determines which base settings apply but does not identify one specific device.
  • B. Base settings are a shared template for many phones and do not identify a specific physical phone.
  • C. The phone name is a label in Genesys Cloud and does not identify the physical device.

Question 13

Which user role is required to perform the deployment and installation of the Genesys Cloud organization?

  1. Supervisor
  2. admin
  3. employee
  4. User
Show answer and explanation

Correct answer: B. admin

The admin role holds the permissions to configure every part of a Genesys Cloud organization. It is assigned automatically to the person who creates the organization, and that administrator deploys and sets up the organization, invites other users and assigns them roles. Other roles carry narrower permissions and cannot perform the full deployment and setup.

Why the other options are wrong

  • A. The supervisor role is for monitoring agents and queues, not for deploying the organization.
  • C. The employee role carries only basic permissions and cannot set up the organization.
  • D. User is not the role that holds the permissions to deploy and set up the organization.

Question 14

Genesys Cloud Voice is __________.

  1. A third-party service that provides external Phone Trunks.
  2. A help bot that is available within Genesys Cloud chat.
  3. Another name for Genesys Cloud.
  4. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud.
Show answer and explanation

Correct answer: D. An internet-based telephony service that can be purchased and activated for use with Genesys Cloud.

Genesys Cloud Voice is an internet-based telephony service that an organization can purchase and activate for use with Genesys Cloud. It provides public telephony access, including phone numbers and carrier connectivity, to the Genesys Cloud services the organization subscribes to, such as Communicate or the contact center. Because Genesys provides the service, the organization does not need to bring its own carrier.

Why the other options are wrong

  • A. Genesys Cloud Voice is provided by Genesys, not by a third party.
  • B. Genesys Cloud Voice is a telephony service, not a chat help bot.
  • C. Genesys Cloud Voice is a telephony service within Genesys Cloud, not another name for the platform.

Question 15

Which of the following statements about scripts is true?

  1. Scripts can be used for inbound interactions only.
  2. Scripts are only used to configure flows when setting up Architect.
  3. Scripts can be used in all types of interactions.
  4. Scripts may be used for outbound dialing campaigns only.
Show answer and explanation

Correct answer: C. Scripts can be used in all types of interactions.

Scripts in Genesys Cloud guide agents through an interaction by showing pages of text, input fields, buttons and data drawn from the interaction. They are not tied to one direction or channel: scripts can be assigned to inbound calls, outbound dialing campaigns, callbacks and digital interactions such as chats and messages. Scripts are created in the Script Designer and are separate from Architect flows, which control routing.

Why the other options are wrong

  • A. Scripts are not limited to inbound interactions; outbound campaigns use them too.
  • B. Scripts guide agents during interactions and are not used to configure Architect flows.
  • D. Scripts are not limited to outbound campaigns; inbound and digital interactions can use them too.

Question 16

Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

  1. Average Handle Time
  2. Average Speed of Answer
  3. After Call Work
  4. Average Talk Time
Show answer and explanation

Correct answer: B. Average Speed of Answer

Average Speed of Answer (ASA) measures the average time interactions wait in queue before an agent answers them. It is calculated from the total wait time of answered interactions divided by the number of answered interactions. ASA is a key indicator of how quickly a contact center responds to customers and is closely tied to service level.

Why the other options are wrong

  • A. Average Handle Time measures the time agents spend handling an interaction, including talk, hold and after call work.
  • C. After Call Work is the time an agent spends on wrap-up after the interaction ends.
  • D. Average Talk Time measures time spent talking with the customer, not waiting in queue.

Question 17

Which of the following Edge features contains the built-in remote survivability mode?

  1. SIP gateway
  2. Call broker
  3. SIP proxy
  4. Disaster recovery
Show answer and explanation

Correct answer: C. SIP proxy

The SIP proxy on an Edge includes a built-in remote survivability mode. If the Edge loses its connection to Genesys Cloud, this mode allows the Edge to continue basic call processing for the phones and trunks at its site. Calls can continue to be placed and received locally until the connection is restored, which helps keep a premises site working during a cloud connectivity outage.

Why the other options are wrong

  • A. The SIP gateway connects SIP networks to other networks and does not contain remote survivability mode.
  • B. The call broker routes calls but does not contain remote survivability mode.
  • D. Disaster recovery is not an Edge feature that contains remote survivability mode.

Question 18

In Genesys Cloud, you can prevent users from calling U.S. premium-rate numbers by:

  1. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud.
  2. Creating a number-plan to identify premium-rate numbers.
  3. Manually training users to prevent calling premium-rate numbers.
  4. Configuring trunks to identify premium-rate numbers.
Show answer and explanation

Correct answer: B. Creating a number-plan to identify premium-rate numbers.

Number plans in Genesys Cloud match dialed numbers against patterns and assign each match a classification. By creating a number plan that identifies U.S. premium-rate numbers and gives them their own classification, an administrator can leave that classification off the site's outbound routes. Calls to premium-rate numbers then have no route to follow and cannot be placed.

Why the other options are wrong

  • A. Restricted numbers are not specified as part of subscribing to Genesys Cloud.
  • C. Training users does not technically prevent calls to premium-rate numbers.
  • D. Trunks carry calls but do not classify dialed numbers; number plans do that.

Question 19

Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.

  1. True
  2. False
Show answer and explanation

Correct answer: B. False

Phone redundancy lets a phone register with a secondary Edge so that it can keep placing and receiving new calls if its primary Edge becomes unavailable. It does not include call survivability. Calls that are active when the connection to the Edge is lost are disconnected, and the phone uses the redundant Edge for new calls afterward.

Why the other options are wrong

  • A. Phone redundancy does not include call survivability, so active calls disconnect when the Edge connection is lost.

Question 20

Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud?

  1. Disable Location Detection
  2. Password Expiration
  3. Disable Genesys Cloud Login
  4. Open Admission
Show answer and explanation

Correct answer: C. Disable Genesys Cloud Login

The Disable Genesys Cloud Login setting removes the option for users to log in with Genesys Cloud credentials, so they must authenticate through a single sign-on provider instead. Because users would otherwise have no way to log in, Genesys Cloud requires at least one SSO integration to be configured and active before this setting can be used. Organizations use it to enforce SSO as the only login method.

Why the other options are wrong

  • A. Location detection settings do not depend on a single sign-on integration.
  • B. Password expiration applies to Genesys Cloud credentials and does not require single sign-on.
  • D. Open Admission is not a setting that requires a single sign-on integration before users log in.

Question 21

All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.

  1. Create a Site
  2. Assign the Edge to a Site
  3. Configure a trunk
  4. Create an Edge Group
  5. Associate the network interface
  6. Authenticate the Edge
  7. Configure the Edge Connectors
Show answer and explanation

Correct answer: G. Configure the Edge Connectors

Configuring an Edge appliance follows a defined set of steps: authenticating the Edge so it pairs with the organization, creating a site and an Edge group, configuring a trunk to the service provider, associating the network interface, and assigning the Edge to its site. Configure the Edge Connectors is not a step in this process, so it is the exception.

Why the other options are wrong

  • A. Creating a site is a required step in configuring an Edge.
  • B. Assigning the Edge to a site is a required step in configuring an Edge.
  • C. Configuring a trunk to the service provider is part of configuring an Edge.
  • D. Creating an Edge group is part of configuring an Edge.
  • E. Associating the network interface is part of configuring an Edge.
  • F. Authenticating the Edge is a required step in configuring an Edge.

Question 22

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

  1. True
  2. False
Show answer and explanation

Correct answer: B. False

The User Status Detail report shows how users spent their time in each presence and routing status, such as available, busy, on queue or on break, along with login and logout times. It does not include specifics about queue activity such as interacting, idle and not responding. Those routing details are available in agent status views rather than in this report.

Why the other options are wrong

  • A. The User Status Detail report does not include queue activity specifics such as interacting, idle and not responding.

Question 23

Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.

Which of the following options would help him perform his task?

  1. Documents
  2. Directory
  3. Workspaces
  4. Activity
Show answer and explanation

Correct answer: C. Workspaces

Analytics workspaces in Genesys Cloud give administrators and supervisors access to performance views for agents, queues and interactions. From a workspace, Carlos can open an agent performance view, filter it to the group of agents handling customer service calls, and review metrics such as average handle time. The data can then be exported for further analysis, which makes workspaces the right tool for this task.

Why the other options are wrong

  • A. Documents store and share files and do not provide agent performance metrics.
  • B. The directory finds people and their profiles and does not report agent performance.
  • D. Activity shows a person's own activity and does not provide the views used to extract data on a group of agents.

Question 24

Which of the following Genesys Cloud features helps ensure that enough agents are in the right place at the right time?

  1. Routing
  2. Queue Management
  3. Workforce Management
  4. Reporting and Analytics
Show answer and explanation

Correct answer: C. Workforce Management

Workforce management helps a contact center have the right number of agents with the right skills in place at the right time. Genesys Cloud WFM forecasts interaction volume and handle time from historical data, generates schedules that cover the forecasted workload, and lets supervisors monitor schedule adherence and adjust staffing during the day. This planning ensures that service levels can be met without overstaffing or understaffing.

Why the other options are wrong

  • A. Routing delivers interactions to available agents but does not plan how many agents are scheduled.
  • B. Queue management configures queues and their members, not staffing levels over time.
  • D. Reporting and analytics show performance data but do not forecast or schedule agents.

Question 25

Which view displays current metrics and information about queues if you have a membership?

  1. Queues Activity
  2. Queues Performance
  3. My Queues Activity
  4. Queues
Show answer and explanation

Correct answer: C. My Queues Activity

The My Queues Activity view displays current metrics and information about the queues the viewing user is a member of. It gives agents and supervisors a quick real-time picture of their own queues, such as interactions waiting and agents on queue, without requiring them to search for or select queues they belong to.

Why the other options are wrong

  • A. Queues Activity shows real-time metrics for selected queues, not specifically the queues the user belongs to.
  • B. Queues Performance shows performance metrics over intervals rather than current activity for the user's queues.
  • D. Queues is the admin list of queues, not a view of current metrics for the user's queues.

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Question 26

Where are Genesys Cloud call recordings stored by default?

  1. Edges
  2. Cloud
  3. Web Service
  4. AWS Cloud
Show answer and explanation

Correct answer: D. AWS Cloud

Genesys Cloud runs on Amazon Web Services, and by default call recordings are stored in the AWS cloud that hosts the organization. Recordings are stored securely and kept according to the retention settings in the organization's policies. Edges handle media processing for premises and hybrid deployments, but they do not serve as the default store for recordings.

Why the other options are wrong

  • A. Edges process media but are not the default storage location for recordings.
  • B. A generic cloud does not identify where recordings are kept; Genesys Cloud stores them in the AWS cloud.
  • C. Recordings are not stored in a web service by default.

That was 26 of 224.

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