GCX-GCD Sample Practice Exam Questions 2026 Updated Verified
Exam Study Guide Free Practice Test LAST UPDATED GCX-GCD
Genesys GCX-GCD Exam Syllabus Topics:
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NEW QUESTION # 32
By default, Line Recording is disabled.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, Line Recording is disabled by default. To enable automatic recording of calls, the telephony administrator must configure the system by enabling recording on the SIP trunk. Without this configuration, calls are not automatically recorded.
Reference:https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION # 33
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Internet Explorer
- B. Safari
- C. Firefox
- D. Opera
- E. Chrome
Answer: C,E
Explanation:
Genesys Cloud CX offers full support for the current and immediately preceding major releases of both Firefox and Chrome browsers. While Safari is supported, it has limited functionality, lacking support for features like video chat, screen sharing, and the Genesys Cloud WebRTC phone. Internet Explorer and Opera are not supported browsers for Genesys Cloud CX.
NEW QUESTION # 34
Which of the following statements is NOT true regarding Management Units?
- A. Agents that handle the same set of interactions should belong to the same management unit.
- B. A maximum of 100 agents can be added lo a single Management Unit.
- C. They help you create, manage, and view schedules for a group.
- D. Management Units partition agents and interactions into logical groups.
Answer: B
Explanation:
Cloud CX supports more than 100 agents per Management Unit. Management Units are used to logically group agents for scheduling and forecasting, and there is no such hard limit of 100 agents per unit.
NEW QUESTION # 35
Which dialing mode dials multiple contacts once an agent becomes available?
- A. Agentless
- B. Predictive
- C. Progressive
- D. Power
Answer: B
Explanation:
The Predictive dialing mode in Genesys Cloud CX places multiple calls per available agent and uses algorithms to predict agent availability, aiming to maximize agent talk time by reducing idle time between calls.
NEW QUESTION # 36
The purpose of the Genesys Cloud CX API Change Management Policy is to articulate the agreement between our customers, partners, and the Genesys Cloud CX development team regarding API management and notification changes.
Choose all the Genesys Cloud CX API Change Types applicable to this scenario. (Choose four.)
- A. Deprecations
- B. Non-Breaking
- C. Breaking
- D. New feature
- E. Minor Bugs
- F. Emergency
Answer: A,B,C,D
Explanation:
The Genesys Cloud CX API Change Management Policy categorizes changes as Breaking,Non-Breaking, New Feature, and Deprecations to define how changes are introduced and communicated. These types help manage expectations around compatibility, feature rollout, and transition periods for customers and partners.
NEW QUESTION # 37
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The user does not have the proper license type, roles, and permissions.
- B. The DID number and extension are considered the same numbers and entered into the same phone.
- C. The DID number and the extension do not have the same last 4 digits.
- D. The DID number and extension are not listed in the DED or extension pools.
Answer: A,D
Explanation:
For a user to receive calls via a DID number or extension in Genesys Cloud CX, the number must be properly provisioned in the system's DID or extension pools. Additionally, the user must have the appropriate license, roles, and permissions to handle voice interactions. Missing either of these configurations will prevent call delivery.
NEW QUESTION # 38
The response to the first call of https://api/v2/conversations/{conversationld}/recordings includes mediaUri in its JSON body with the response code of 202.
- A. True
- B. False
Answer: B
Explanation:
When making the initialGETrequest tohttps://api/v2/conversations/{conversationId}/recordings, if the recording is not yet available (e.g., it's still being transcoded), the API responds with a 202Accepted status code and an empty response body, meaning themediaUriis not included in this response. Once the recording becomes available, subsequent requests will return a 200OK status code along with themediaUriin the JSON response body, allowing access to the recording.
NEW QUESTION # 39
Genesys Cloud CX combines the routing information from all sites into a/an ______________.
- A. Trunk
- B. Outbound call
- C. Edge
- D. Number plan
Answer: D
Explanation:
Genesys Cloud CX uses aNumber planto consolidate and interpret routing information from all sites. This plan defines how dialed numbers are handled and routed across the system, ensuring consistent and efficient call processing.
NEW QUESTION # 40
Which description best describes the goal of the following Analytics Request Body POST to /api/v2/analytics
/conversations/details/query?
- A. To get all email conversations with more than 15 minutes of Agent Handle Time for a specific queue in ascending order.
- B. To get all email conversations with less than 15 minutes of Agent Handle Time for a specific queue in ascending order.
- C. To get all email conversations with less than 15 minutes of Agent Handle Time for a specific queue in descending order.
- D. To get all email conversations with more than 15 minutes of Agent Handle Time for a specific queue in descending order.
Answer: D
Explanation:
The query specifies "mediaType" as email, indicating that it is focused on email conversations. It filters by
"queueId", suggesting the conversations are filtered by a specific queue. The "Handle"metric is used, and it has a condition of gt 90000, which translates to more than 15 minutes of handle time (since handle time is typically measured in milliseconds, and 90000 ms equals 90 seconds or 1.5 minutes).
This query filters for email conversations where the handle time is greater than 15 minutes, with the results ordered in ascending order based on the conversation start time.
NEW QUESTION # 41
Which ACD routing method routes an interaction to the next available agent?
- A. Standard ACD
- B. Disregard Skills. Next Agent
- C. BullseyeACD
- D. Preferred Agent
Answer: A
Explanation:
The StandardACD routing method in Genesys Cloud CX routes interactions to the nextavailableagent based on queue configuration, without modifying routing logic or preferences like skills or agent affinity. It ensures straightforward, availability-based distribution.
NEW QUESTION # 42
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. ID
- D. Agent Name
Answer: B
Explanation:
When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.
NEW QUESTION # 43
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Admin > Quality
- B. Performance > Workspace > Dashboards
- C. Performance > Overview (Evaluations]
- D. Admin > Contact Center
Answer: B
Explanation:
In Genesys Cloud CX, to view agent evaluation scores, evaluation activity, and calibration activity in real time, navigate toPerformance > Workspace > Dashboards. This path provides access to the Quality Administrator dashboard, which offers comprehensive insights into these metrics.
Reference:https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION # 44
Which of the following are commonly used in Voice over IP (VoIP) or internet communication systems?
- A. Gateway
- B. Outbound Proxy
- C. SIP
- D. WebRTC
Answer: C,D
Explanation:
SIP (Session Initiation Protocol) Trunks: These are used to connect the Genesys Cloud CX platform to external telephony systems, such as carriers or on-premises equipment, facilitating voice communication over IP networks.
WebRTC Trunks: These are utilized for WebRTC-based communications, enabling real-time voice and video interactions directly through web browsers without the need for additional plugins or software.
Reference: https://help.mypurecloud.com/video/create-a-sip-phone-trunk-2/
NEW QUESTION # 45
Which of the following containers is used to create a new campaign?
- A. Campaign Management
- B. Schedules
C Campaign Dashboard - C. Scripts
Answer: A
Explanation:
The Campaign Management container in Genesys Cloud CX is used to create, configure, and manage outbound campaigns, including setting up dialing modes, contact lists, and other campaign-related settings.
NEW QUESTION # 46
Which of the following statements defines a fatal question in an Evaluation Form?
- A. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
- B. Fatal questions are critical questions If scored No the agent will be removed from the queue.
- C. Fatal questions are weighted higher than non-fatal questions.
- D. Fatal questions are the same as critical questions.
Answer: A
Explanation:
In Genesys Cloud CX, a fatal question on an Evaluation Form is designed to reflect a critical requirement. If the evaluator scores "No" on such a question, the agent receives a zero for the entire evaluation, regardless of other responses.
NEW QUESTION # 47
Only the API calls made using your organization's OAuth Clients are considered for billing.
- A. True
- B. False
Answer: B
Explanation:
Genesys Cloud CX includes in its billing calculations all API calls made using your organization's OAuth clients, as well as those from custom or third-party applications, integrations, and solutions, including AppFoundry apps. However, API requests made by Genesys Cloud's own browser, web, and mobile applications, as well as certain embedded clients like Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk, are not included in the API usage data for billing purposes. This distinction ensures that only external API usage contributes to billing calculations.
NEW QUESTION # 48
Which protocol is used to transport digitized audio?
- A. TCP
- B. TLS
- C. SIP over UDP
- D. RTP over UDP
Answer: D
Explanation:
Genesys Cloud CX uses RTP (Real-time Transport Protocol) over UDP to transport digitized audio during voice interactions. RTP ensures real-time delivery, while UDP provides low-latency transmission, making it ideal for voice communication.
NEW QUESTION # 49
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