Genesys Certified Professional GCP-GC-ADM Real Exam Questions and Answers FREE Updated on Sep 04, 2021
GCP-GC-ADM Ultimate Study Guide - Prep4sureGuide
NEW QUESTION 23
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Reports
- B. Admin>Contact Center
- C. Admin>Quality
- D. Performance>Agents
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 24
Recording Policies can be configured for what type(s) of contact(s)?
- A. Email
- B. Message
- C. All of the above
- D. Chat
- E. Call
Answer: E
NEW QUESTION 25
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?
- A. Time since they last handled an ACD interaction
- B. Cost
- C. Skill
- D. Department
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
NEW QUESTION 26
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Language
- B. Roles
- C. Skills
- D. Queue
Answer: A,C
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 27
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Management
- B. Schedules
- C. Scripts
- D. Campaign Dashboard
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 28
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are the same as critical Questions
- B. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- C. Fatal Questions have a heavier weight than non-fatal Questions
- D. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 29
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?
- A. Toast pop-ups
- B. Scripts
- C. Dialog boxes
- D. IVR prompts
Answer: B
NEW QUESTION 30
What is the recommended way to create a .csv file?
- A. Use a .csv application to create .csv files
- B. Use a word processing application, such as Microsoft Word, to create your .csv files
- C. Use a text editor, such as Notepad, to create your .csv files
- D. Create a spreadsheet and export it as a .csv file
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 31
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
- B. Matches the interaction to the first available agent who has all of the requested skills
- C. Looks for the first available agent and ignores any skill requirements
Answer: A
Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION 32
What is a DNC list?
- A. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- B. A DNC list is a table containing phone numbers that a campaign should never dial.
- C. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- D. A DNC list is another name for a contact list.
Answer: A
NEW QUESTION 33
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Reports
- B. Dynamic Views
- C. All of the above
- D. Dashboards
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 34
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Bullseye ACD
- C. Standard ACD
- D. Skills based routing
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 35
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Admin
- B. Genesys Cloud User
- C. Master Admin
- D. Employee
- E. Telephony Admin
Answer: A,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 36
Select the types of scheduling available in Genesys Cloud. (Choose two.)
- A. All of the above
- B. Manual Scheduling
- C. Automated Scheduling
- D. Load based Scheduling
Answer: C,D
NEW QUESTION 37
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A. The after call work time for each media type
- B. The number of different media types that an agent may handle simultaneously
- C. The media types that can interrupt current interactions that an agent is handling
- D. The length of time that an agent may spend on each media type
- E. The maximum capacity that an agent may handle simultaneously for each supported media type
Answer: B,C,E
NEW QUESTION 38
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)
- A. Language
- B. Additional attribute ratings
- C. Time since the agent became available
- D. Skills
- E. Staffing requirements
Answer: A,C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 39
ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?
- A. Genesys Cloud 2
- B. Genesys Cloud 3
- C. Communicate
- D. Collaborate
- E. Genesys Cloud 1
Answer: B
NEW QUESTION 40
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Contact Center>Utilization
- B. Admin>Routing>Disconnect Interactions
- C. Admin>Contact Center>ACD Skills
- D. Admin>Routing>Emergencies
Answer: A
NEW QUESTION 41
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Medians
- B. Knowledge levels
- C. Skills
- D. Index Ratings
- E. Languages
Answer: B,C
NEW QUESTION 42
How many types of flows are supported by Architect?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION 43
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Call Routing
- B. Architect
- C. Scheduling
- D. Automatic Call Distribution
Answer: D
NEW QUESTION 44
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