Genesys GCP-GCX - Genesys Cloud CX Certified Professional - Consolidated Exam

Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development,compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:

Workforce Management

Quality Management

Automatic Call Distribution

Skill-based Routing

Omnichannel Routing

Analytics and Reporting

Artificial Intelligence

Integrations References: https://www.genesys.com/genesys-cloud/features/contact-center https://www.genesys.com/glossary/human-capital-management

Genesys Cloud CX Collaborate is a feature within the platform that supports real-time communication and collaboration among users, including video chat capabilities. As of the latest documentation, Genesys Cloud CX Collaborate supports video chat with up to 8 people simultaneously. This feature facilitates effective team collaboration and communication, allowing team members to engage in video conferences and meetings directly within the Genesys Cloud environment, enhancing teamwork and decision-making processes.

Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division.References: https://help.mypurecloud.com/glossary/division/ https://help.mypurecloud.com/articles/about-divisions/

Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script. References: https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/ https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/ https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/ https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/

In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules.References: https://help.mypurecloud.com/articles/about-number-plans/ https://help.mypurecloud.com/articles/create-a-number-plan/

In the Genesys Cloud CX platform, when uploading content such as images, documents, or other files to the Workspace, there is a size limit to ensure optimal performance and usability. The maximum tile size that can be uploaded onto Genesys Cloud CX's Workspace is 100 MB. This limit is set to balance the need for detailed, high-quality content with the platform's performance and storage considerations, ensuring that users can access and share necessary resources efficiently without compromising the system's responsiveness.

Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent. Routing is a process that determines how to handle incoming interactions based on various criteria, such as customer profile, agent skills, queue availability, etc. Routing can direct interactions to different resources, such as IVR menus, chatbots, voicebots, agents, queues, etc. Routing can also optimize the customer experience and the contact center performance by matching each interaction with the best available resource.References: https://help.mypurecloud.com/glossary/routing/ https://help.mypurecloud.com/articles/about-routing/

Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chromeare the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality. Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX.References: https://help.mypurecloud.com/articles/supported-browsers/ https://help.mypurecloud.com/articles/browser-limitations/