Free Genesys Certified Professional GCP-GC-ADM Ultimate Study Guide (Updated 62 Questions) [Q13-Q36]

Free Genesys Certified Professional GCP-GC-ADM Ultimate Study Guide (Updated 62 Questions)

Get to the Top with GCP-GC-ADM Practice Exam Questions

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NEW QUESTION 13
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

 Skills

 Additional attribute ratings

 Language

 Time since the agent became available

 Staffing requirements

Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

NEW QUESTION 14
Currently, you manage all agents’ schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?

 Workforce Management

 Workflow Process Automation

 Genesys Cloud Architect

 Genesys Cloud Reporting

Section: (none)
Explanation

NEW QUESTION 15
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

 The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

 The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

 The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

 The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

NEW QUESTION 16
Call Recording is enabled in .

 Admin > Telephony

 Admin > Quality

 Admin > Contact Center

NEW QUESTION 17
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

 The maximum capacity that an agent may handle simultaneously for each supported media type

 The after call work time for each media type

 The length of time that an agent may spend on each media type

 The number of different media types that an agent may handle simultaneously

 The media types that can interrupt current interactions that an agent is handling

NEW QUESTION 18
Why are skills and languages configured separately?

 So that skills can have a more granular competency rating than languages

 So that an agent with a skill can receive an interaction regardless of the language requirement

 So that an agent with a language capability can receive an interaction regardless of the skill requirement

 Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/

NEW QUESTION 19
Which of the following components can be added to scripts? (Choose all that applies.)

 Visual Basic Control

 Text

 Call Flow

 Checkbox

 Web Page

 Image

Reference:
https://help.mypurecloud.com/articles/script-components/

NEW QUESTION 20
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)

 Contact lists must contain the home phone number and first and last name fields, at a minimum

 Contact lists are read-only and cannot be updated by the agents

 A contact list can have its own unique structure, including an arbitrary number of phone number types

 Each campaign can have its own contact list, or contact lists can be shared among campaigns

 To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name

NEW QUESTION 21
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)

 Employee

 Master Admin

 Genesys Cloud User

 Admin

 Telephony Admin

Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/

NEW QUESTION 22
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

 True

 False

Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/

NEW QUESTION 23
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

 Reports

 Dashboards

 Dynamic Views

 All of the above

Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

NEW QUESTION 24
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

 Reports

 Performance>Agents

 Admin>Contact Center

 Admin>Quality

Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/

NEW QUESTION 25
What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

 Dialog boxes

 Scripts

 Toast pop-ups

 IVR prompts

NEW QUESTION 26
Which definition matches the After Call Work option Mandatory, Discretionary?

 The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

 The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

 The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

 The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

NEW QUESTION 27
What is a DNC list?

 A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

 A DNC list is another name for a contact list.

 A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

 A DNC list is a table containing phone numbers that a campaign should never dial.

NEW QUESTION 28
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

 Account Codes

 Wrap-up Codes

 Resolution Codes

 Status

Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/

NEW QUESTION 29
Which definition matches the After Call Work option Optional?

 The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

 The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

 The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

 The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

NEW QUESTION 30
By Default, Line recording is disabled.

 True

 False

Reference:
https://help.mypurecloud.com/articles/enable-line-recording/

NEW QUESTION 31
How many types of flows are supported by Architect?

 5

 6

 7

 8

NEW QUESTION 32
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

 Languages

 Medians

 Skills

 Index Ratings

 Knowledge levels

NEW QUESTION 33
What is a critical

 Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

 Critical Questions are Questions that the agent must answer.

 Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

 If answered “No”, critical Questions will result in an evaluation score of zero for the interaction.

NEW QUESTION 34
Which of the following options are used when scheduling a report? (Choose three.)

 Custom Date Range

 Recurrences

 Start Time

 Time period

 Time zone

NEW QUESTION 35
A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?

 Skill

 Time since they last handled an ACD interaction

 Cost

 Department

Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/

NEW QUESTION 36
Which ACD routing method routes interaction to the next available agent?

 Bullseye ACD

 Standard ACD

 Skills based routing

 All of the above

Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

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