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Newly Released GCP-GC-ADM Dumps for Genesys Certified Professional Certified
NEW QUESTION 20
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Internet Explorer
- B. Opera
- C. Safari
- D. Chrome
- E. Firefox
- F. Avant
Answer: D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 21
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Voice
- D. Email
Answer: A,C,D
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 22
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Matches the interaction to the first available agent who has all of the requested skills
- B. Looks for the first available agent and ignores any skill requirements
- C. 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
Answer: C
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 23
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
- B. Fatal Questions have a heavier weight than non-fatal Questions
- C. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- D. Fatal Questions are the same as critical Questions
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 24
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Resolution Codes
- B. Status
- C. Wrap-up Codes
- D. Account Codes
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 25
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- B. A contact list can have its own unique structure, including an arbitrary number of phone number types
- C. Contact lists are read-only and cannot be updated by the agents
- D. Each campaign can have its own contact list, or contact lists can be shared among campaigns
- E. Contact lists must contain the home phone number and first and last name fields, at a minimum
Answer: A,B,D
NEW QUESTION 26
Which ACD routing method routes interaction to the next available agent?
- A. Skills based routing
- B. Bullseye ACD
- C. Standard ACD
- D. All of the above
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 27
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Languages
- B. Skills
- C. Agent Availability
- D. Intent of Call
Answer: A,B
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 28
What is the recommended way to create a .csv file?
- A. Use a text editor, such as Notepad, to create your .csv files
- B. Create a spreadsheet and export it as a .csv file
- C. Use a word processing application, such as Microsoft Word, to create your .csv files
- D. Use a .csv application to create .csv files
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 29
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 30
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Scheduling
- B. Architect
- C. Call Routing
- D. Automatic Call Distribution
Answer: D
NEW QUESTION 31
Which dialing mode allows the agent to see customer information before dialing?
- A. Progressive
- B. Preview
- C. Power
- D. Predictive
Answer: B
NEW QUESTION 32
What are callable time sets?
- A. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
- B. Callable Time Sets are used to define when a campaign starts and stops.
- C. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- D. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 33
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Web Page
- B. Visual Basic Control
- C. Text
- D. Call Flow
- E. Image
- F. Checkbox
Answer: A,C,E,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/script-components/
NEW QUESTION 34
Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration
- A. 3, 5, 4, 2, 1
- B. 3, 5, 1, 4, 2
- C. 3, 4, 5, 2, 1
- D. 3, 5, 1, 2, 4
Answer: D
NEW QUESTION 35
What is a critical
- A. Critical Questions are Questions that the agent must answer.
- B. 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.
- 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.
Answer: B
NEW QUESTION 36
Where are Genesys Cloud call recordings stored?
- A. AWS Cloud
- B. Recording Management
- C. Web Service
- D. Cloud
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 37
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. They are in the DNC list
- C. The call went unanswered
- D. The telephone number is wrong
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 38
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Dashboards
- B. All of the above
- C. Reports
- D. Dynamic Views
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 39
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- B. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- C. The ability to create and manage a Facebook page
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 40
Which definition matches the After Call Work option Optional?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 41
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)
- A. Collection Script Template
- B. Default Inbound Script
- C. Default Outbound Script
- D. Blank Script
- E. Default Callback Script
- F. Sales Script Template
Answer: A,F
NEW QUESTION 42
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