genesys gcx-gcd practice test

Genesys Cloud CX: Developer

Last exam update: Nov 18 ,2025
Page 1 out of 6. Viewing questions 1-15 out of 76

Question 1

Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)

  • A. Internet Explorer
  • B. Firefox
  • C. Chrome
  • D. Safari
  • E. Opera
Mark Question:
Answer:

B,C

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Question 2

Which Genesys Cloud CX feature helps reduce wait time for each call?

  • A. Automatic Call Distribution
  • B. Workforce Management
  • C. Skill-based Routing
  • D. llVR
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Answer:

A

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Question 3

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

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

B

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Question 4

A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left
pane, preventing the user from making or receiving calls.
What is the most likely reason for this?

  • A. The user may have deleted the icon.
  • B. The user is not assigned the appropriate role.
  • C. The user's phone is unplugged.
  • D. The Phone number is being used by a different user.
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Answer:

B

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Question 5

Routing is a part of customer communication that connects the customer with an appropriate
automated resource or agent.

  • A. True
  • B. False
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Answer:

A

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Question 6

Which of the following attributes ensure that the interactions are routed to the most qualified agent?
(Choose two.)

  • A. Languages
  • B. Medians
  • C. Skills
  • D. Index Ratings
  • E. Knowledge levels
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Answer:

A

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Question 7

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. Wrap-up Codes
  • C. Resolution Codes
  • D. Status
Mark Question:
Answer:

B

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Question 8

Why are Divisions important in an organization?

  • A. Divisions are used to divide interactions equally between 2 or more queues.
  • B. Divisions allow the organization to control which roles can be assigned to users.
  • C. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
  • D. Divisions define which users can be assigned to queues.
Mark Question:
Answer:

C

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Question 9

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or
collect the information?

  • A. Dialog boxes
  • B. Scripts
  • C. Toast pop-ups
  • D. IVR prompts
Mark Question:
Answer:

B

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Question 10

Currently, you manage all agents’ schedules using a spreadsheet. This shows when each agent is
working, when they are on breaks, and when they have meetings or otherevents that take them
away from the queue You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the
spreadsheet schedule?

  • A. Genesys Cloud CX Workforce Management
  • B. Genesys Cloud CX API
  • C. Genesys Cloud CX Architect
  • D. Genesys Cloud CX Reporting and Analytics
Mark Question:
Answer:

A

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Question 11

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

  • A. Fatal questions are weighted higher than non-fatal questions.
  • B. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
  • C. Fatal questions are critical questions If scored No the agent will be removed from the queue.
  • D. Fatal questions are the same as critical questions.
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Answer:

B

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Question 12

Which dialing mode dials multiple contacts once an agent becomes available?

  • A. Power
  • B. Predictive
  • C. Progressive
  • D. Agentless
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Answer:

B

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Question 13

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

  • A. Performance > Workspace > Dashboards
  • B. Performance > Overview (Evaluations]
  • C. Admin > Contact Center
  • D. Admin > Quality
Mark Question:
Answer:

A

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Question 14

Which platform component manages account configuration, directory search, user membership,
phone call routing, and agent assignment?

  • A. Public Interface Services
  • B. Core Services
  • C. Communication Services
  • D. Application Services
Mark Question:
Answer:

B

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Question 15

What type of trunk would you configure to connect to AudioCodes phones?

  • A. WebRTC phone trunk
  • B. Phone trunk
  • C. External trunk
  • D. Network interface trunk
Mark Question:
Answer:

C

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