Genesys GCX-QM Certification Exam Sample Questions

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Genesys GCX-QM Sample Questions:

01. Select the two available options for Actions to Perform.
a) Specific Queue(s)
b) Assign Evaluation
c) Time Sets
d) Archive Recording
 
02. What process helps you standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
a) Scoring
b) Monitoring
c) Calibration
d) Evaluation
 
03. Quality dashboards use __________ to enable administrators, managers, and supervisors to monitor real-time contact center activity.
a) Dashlets
b) Calibration
c) Evaluation Form
d) Expert Evaluator
 
04. What is the purpose of encryption keys in Genesys Cloud Quality Management?
a) To secure data transmission between agents and evaluators
b) To encrypt interaction recordings for privacy
c) To configure secure scripts
d) To restrict access to Quality Dashboards
 
05. Choose the two correct statements regarding an evaluation form.
a) A quality evaluation form is a source of data for performance analysis.
b) A quality evaluation form is a quality monitoring program.
c) A quality evaluation form is a tool for calibration.
d) A quality evaluation a form is a coaching session.
 
06. What is the term used when a recording has a completed evaluation deemed as representing an accurate scoring?
a) Calibration
b) Expert Evaluator
c) Scoring Index
d) Evaluation Marker
 
07. Genesys Cloud uses ____________ to protect recorded interactions from unauthorized access.
a) Encryption
b) Decryption
c) Evaluation
d) Authorization
 
08. Who is responsible for reviewing the recordings of interactions?
a) Quality Administrator
b) Agent
c) Quality Evaluator
d) Coaching Facilitator
 
09. Select all four main phases of the quality evaluation process.
(Choose four options)
a) Evaluate
b) Define
c) Assign
d) Record
e) Approve
f) Review Results
 
10. What is a critical question in an evaluation form?
a) Critical questions are used to prioritize questions that are critical to the success of an interaction.
b) Critical questions are questions that the agent must answer.
c) Critical questions are multiple-choice questions that have a higher weight than non-critical questions.
d) If answered "No", critical questions will result in an evaluation score of zero for the interaction.

Answers:

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

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