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Genesys GCX-GCD Exam Syllabus Topics:

Topic	Details
Topic 1	Explain Agent Chat and Analytics APIs: This section of the exam measures the skills of a Developer and focuses on the APIs used for agent chat interactions and analytics data. It describes how developers can programmatically manage chat activities and access analytics reports to monitor system performance.
Topic 2	Describe the options to download recordings: This section of the exam measures the skills of a System Administrator and discusses the different ways available to access and download call recordings in Genesys Cloud CX. It includes understanding where recordings are stored and how to retrieve them for compliance and quality purposes.
Topic 3	Understand API utilization: This section of the exam measures the skills of a Developer and covers general best practices for using Genesys Cloud CX APIs. It explains how to optimize API usage, stay within platform limits, and create efficient integrations that leverage Genesys Cloud capabilities effectively.
Topic 4	Overview of Users, Conversation, and Notification APIs: This section of the exam measures the skills of a Developer and introduces APIs related to users, conversations, and notifications. It explains how developers can retrieve and manage user data, handle conversation details, and set up real-time notifications through API services.
Topic 5	Configure the features of Genesys Cloud CX Collaborate and Communicate: This section of the exam measures the skills of a System Administrator and covers the setup and management of collaboration tools and internal communication features within Genesys Cloud CX. It explains how to configure chat, messaging, and workspaces for teams to work effectively inside the platform.
Topic 6	Understand the Genesys Cloud CX Platform: This section of the exam measures the skills of a Developer and covers the core understanding of the Genesys Cloud CX platform. It introduces the platform’s general structure, its major capabilities, and key concepts like organizations, regions, and data models. Students will learn about the general environment where Genesys Cloud CX operates and how different services are organized.

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Genesys Cloud CX: Developer Certification Sample Questions (Q49-Q54):

NEW QUESTION # 49
Which Genesys Cloud CX feature helps reduce wait time for each call?

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

Answer: A

Explanation:
Automatic Call Distribution (ACD) reduces wait time by efficiently routing incoming calls to the next available and most appropriate agent, minimizing idle time and ensuring quicker response for each customer.

NEW QUESTION # 50
The _______________ perspective is a ledger-type event stream over some time interval with time stamps for every event that occurred during the period.

A. Aggregate Records
B. Detail Records
C. Aggregate Metrics
D. Instantaneous Observation

Answer: B

Explanation:
The Detail Records perspective in Genesys Cloud CX represents a ledger-type event stream that includes time- stamped records for every interaction event over a given time interval, offering granular insight into each step of the interaction.

NEW QUESTION # 51
A number plan determines how many and which digits are necessary for call routing.

A. False
B. True

Answer: B

Explanation:
In Genesys Cloud CX, a number plan defines the structure of dialed numbers, including how many digits are expected and which patterns should be matched to properly route calls. This ensures consistent and accurate call handling across the system.

NEW QUESTION # 52
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. Status
D. Resolution Codes

Answer: B

Explanation:
Wrap-up Codes in Genesys Cloud CX are used by agents to categorize the outcome of calls and chats after an interaction ends, enabling detailed tracking and reporting of customer interactions.

NEW QUESTION # 53
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 Architect
B. Genesys Cloud CX API
C. Genesys Cloud CX Reporting and Analytics
D. Genesys Cloud CX Workforce Management

Answer: D

Explanation:
Workforce Management in Genesys Cloud CX automates agent scheduling, including work shifts, breaks, meetings, and time off, replacing manual spreadsheet processes and improving efficiency and accuracy.

NEW QUESTION # 54
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Genesys GCX-GCD Test Preparation Is Not Tough Anymore!

Genesys GCX-GCD Exam Syllabus Topics:

Exam GCX-GCD Questions Answers, GCX-GCD Latest Exam Labs

Genesys Cloud CX: Developer Certification Sample Questions (Q49-Q54):

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