Genesys GCX-QM Certification Exam Sample Questions

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Genesys GCX-QM Sample Questions:

01. Evaluator Ana sets a later release date on many of the evaluations she submits, so that a team lead can review them first. Each Friday she opens the My Assigned Evaluations view and wants to check, for every completed evaluation listed, the date and time it was actually released to the agent.
Which column in the view gives her this?
a) Assigned Date/Time in the Completed Interactions section, for each listed evaluation
b) Release Date/Time in Ana's own My Evaluations view
c) Status in Interactions Needing Attention, which records each release
d) Release Date/Time in Completed Interactions
 
02. The published evaluation form "Tier 2 Escalations" belongs to the Support division, and an active policy uses it. After a reorganization, the form must belong to the Customer Success division, and the policy should keep picking up this form's future published versions.
How can the quality administrator move the form to the new division?
a) Copy the form, set the copy's division to Customer Success and publish the copy
b) Change the published version's division and save
c) Set the division in a new version before publishing it
d) Add Customer Success as a second division
 
03. On the yes/no question "Did the agent avoid promising a delivery date?", a quality administrator adds one Evaluation Assistance condition to the Yes answer: the conversation excludes the topics Guaranteed Delivery and Next-Day Promise.
When does Evaluation Assistance automatically select Yes?
a) Only when neither topic is found in the interaction
b) Only when both of the topics are found in the interaction
c) When at least one of the topics is found in the interaction
d) When either topic is missing from the interaction
 
04. A form designer adds a range question that asks evaluators to rate how clearly the agent explained the next steps, from 1 to 5. The designer wants a rating of 5 to earn 4 points, a rating of 3 to earn 2 points and a rating of 1 to earn nothing.
How does the designer give each rating its points?
a) Give its question group a scaling factor of 0.8
b) Configure the score for each answer in the range question
c) Save the question as a template that maps each rating to its points
d) Set Answers Default To the lowest scoring answer
 
05. Policy 1 matches the Claims queue's calls, retains recordings and initiates screen recording with a delete date. Policy 2 matches the same calls and has an Archive recording after action. The administrator notices two things: the screen recordings of Claims calls are not archived on Policy 2's schedule, and the agents' direct non-ACD calls to colleagues have no screen recordings at all.
Which two statements explain what the administrator sees?
(Choose two.)
a) Archiving needs matching policies to agree
b) Actions on a screen recording are performed only by the policy that initiates that screen recording
c) Policy 2 archives the screens only once Policy 1's delete date has passed
d) Screens are recorded only during ACD interactions
e) Policy 2 must add Initiate screen recording before it can archive any recording
 
06. Developers at a mobile-broadband telecom built a custom coaching dashboard that reads evaluations through the existing quality APIs. It was written to handle only Pending, In Progress and Finished evaluations. After the quality administrator configured disputes on the main evaluation form, the dashboard started failing on evaluations in states it does not recognize. No API version was changed.
What explains the failures?
a) Disputed evaluations now carry private comments, and the APIs withhold those records
b) The APIs now return evaluations in In Review and Retracted states
c) Signed-off evaluations are deleted after a dispute, and the dashboard reads missing records
d) Rescored evaluations now keep the original and new scores, and the dashboard reads both
 
07. An evaluation form uses Scaled Scoring with three question groups weighted 2, 1 and 1. To make the weights read like percentages, the quality administrator creates a new version with the weights changed to 50, 25 and 25, leaving every question and its points as they were, and publishes it.
How do overall scores from the new version compare with the scores the earlier version gives for the same answers?
a) They are identical
b) Higher wherever an agent did well in the 50-weighted group
c) Lower wherever an agent missed a question in a 25-weighted group
d) Each one now shows each group's weighted percentage
 
08. In a calibration of a billing call, the team lead's expert evaluation scored 88%. The four evaluators scored 71%, 72%, 73% and 74%, and the Calibration Results tab shows a small variance among their scores. One evaluator says the session went well because the evaluators agreed so closely.
What do these results show?
a) The session is well calibrated, because the small variance shows the evaluators score consistently
b) The evaluators agree with one another but each rating sits 14 to 17 points below the scoring index, so they share a gap from the expert's standard
c) One of the four evaluators is an outlier who needs individual coaching
d) The evaluators' average should replace the expert's evaluation as the scoring index
 
09. At an automotive manufacturer's customer-care center, the quality administrator is creating a calibration from a warranty call's Quality Summary tab. Four evaluators will score the call. The administrator wants the results to show how far each evaluation deviates from the warranty team lead's own review of the same call.
How should the administrator set this up?
a) Add the team lead as a fifth evaluator and compare the five scores on the Calibration Results tab
b) Select the team lead first in the Evaluator(s) list, before the others
c) Under Scoring Index Options, select Expert Evaluator and type the team lead's name
d) Make the team lead the assignee of each calibration evaluation, for a final review of the scores
 
10. Mei Lin is a supervisor who never scores evaluations herself. Evaluators and administrators hand her completed evaluations for an extra review before release, and some disputed evaluations are routed to her as well. Her manager wants to find every interaction whose evaluation currently has Mei as its assignee.
Which two approaches find these interactions?
(Choose two.)
a) Open each interaction's Quality Summary tab and read who is listed in the evaluations' Assignee column
b) Filter the Interactions view on Evaluation assignee
c) Filter the Interactions view on Evaluator, searching for Mei Lin
d) Click Mei's name in the evaluator summary list
e) Filter the Interactions view on Has no evaluation assignee

Answers:

Question: 01
Answer: d		 Question: 02
Answer: c		 Question: 03
Answer: a		 Question: 04
Answer: b		 Question: 05
Answer: b, d
Question: 06
Answer: b		 Question: 07
Answer: a		 Question: 08
Answer: b		 Question: 09
Answer: c		 Question: 10
Answer: a, b

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