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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	Understand Authentication and Resources: This section of the exam measures the skills of a Developer and covers how authentication works in Genesys Cloud CX. It explains resource management, OAuth processes, and permissions needed to securely interact with APIs and services. Students learn the basics of secure access control.
Topic 3	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 4	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.

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Genesys Cloud CX: Developer Certification Sample Questions (Q20-Q25):

NEW QUESTION # 20
Which Genesys Cloud CX feature helps reduce wait time for each call?

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

Answer: B

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 # 21
Which of the following containers is used to create a new campaign?

A. Scripts
B. Schedules
C Campaign Dashboard
C. Campaign Management

Answer: C

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 # 22
What type of Analytics API query would you use to determine how many interactions are ongoing/waiting right now as well as which agents are available?

A. Conversation Detail Record query
B. Queue Observations query
C. Flow Aggregates query
D. Conversation Aggregates query

Answer: B

Explanation:
The Queue Observations query in Genesys Cloud CX provides real-time metrics such as the number of interactions currently ongoing or waiting in a queue and the number of agents available, making it ideal for live queue monitoring.

NEW QUESTION # 23
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

A. Admin > Contact Center
B. Performance > Overview (Evaluations]
C. Performance > Workspace > Dashboards
D. Admin > Quality

Answer: C

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 # 24
How do you represent your organization when you contact the Genesys Cloud CX support team?

A. Agent Name
B. Company Name
C. ID
D. Organization ID

Answer: D

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 # 25
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