GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration exact Exam Questions

Genesys Cloud Certified Professional - Contact Center Administration

Last Update 2 hours ago Total Questions : 60

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Question # 1

What is a fatal question in an Evaluation Form?

Fatal Questions have a heavier weight than non-fatal Questions

Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero

Fatal Questions are also critical Questions. If scored “No” the agent will be terminated

Fatal Questions are the same as critical Questions

Question # 2

What would you select from the Admin > Outbound Dialing menu to create a new campaign?

Scripts

Schedules

Campaign Dashboard

Campaign Management

Question # 3

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

Time period

Custom Date Range

Recurrences

Time zone

Start Time

Question # 4

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

Question # 5

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?

Genesys Cloud 1

Genesys Cloud 2

Genesys Cloud 3

Collaborate

Communicate

Question # 6

Which definition matches the ACD Evaluation Method Best Available Skills?

Looks for the first available agent and ignores any skill requirements

Matches the interaction to the first available agent who has all of the requested skills

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

Question # 7

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

Question # 8

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.

Question # 9

Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

Reports

Dynamic Views

Dashboard

Interaction

Question # 10

What are callable time sets?

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.

Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

Callable Time Sets provide a way to define your own time zones to associate with a campaign.

Callable Time Sets are used to define when a campaign starts and stops.