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GCP-GC-ADM Sample Questions Answers

Questions 4

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

Options:

A.

True

B.

False

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Questions 5

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

Options:

A.

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

B.

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

C.

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

D.

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

E.

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

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Questions 6

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

Options:

A.

Reports

B.

Performance>Agents

C.

Admin>Contact Center

D.

Admin>Quality

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Questions 7

What would you select from the Performance menu to view real-time statistics for all active campaigns?

Options:

A.

Scripts

B.

Campaign Management

C.

Outbound Campaigns

D.

Schedules

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Questions 8

Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

Options:

A.

Update the Do Not Call list with records that have the appropriate wrap-up code

B.

Determine how many evaluations per hour to assign to a quality evaluator

C.

Set up a schedule to run a daily report

D.

Automatically assign an evaluation for all calls over 5 minutes

E.

Determine how long to retain recordings and whether to archive or delete them

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Questions 9

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

Options:

A.

Account Codes

B.

Wrap-up Codes

C.

Resolution Codes

D.

Status

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Questions 10

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?

Options:

A.

Genesys Cloud 1

B.

Genesys Cloud 2

C.

Genesys Cloud 3

D.

Collaborate

E.

Communicate

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Questions 11

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?

Options:

A.

Dialog boxes

B.

Scripts

C.

Toast pop-ups

D.

IVR prompts

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Questions 12

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

Options:

A.

Scoring

B.

Monitoring

C.

Calibration

D.

Evaluation

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Questions 13

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

Options:

A.

Languages

B.

Intent of Call

C.

Skills

D.

Agent Availability

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Questions 14

Which definition matches the After Call Work option Mandatory, Time-boxed?

Options:

A.

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.

B.

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.

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

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Questions 15

What is a fatal question in an Evaluation Form?

Options:

A.

Fatal Questions have a heavier weight than non-fatal Questions

B.

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

C.

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

D.

Fatal Questions are the same as critical Questions

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Questions 16

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

Options:

A.

Languages

B.

Medians

C.

Skills

D.

Index Ratings

E.

Knowledge levels

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Questions 17

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

Options:

A.

Bullseye ACD

B.

Standard ACD

C.

Skills based routing

D.

All of the above

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Questions 18

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

Options:

A.

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.

B.

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.

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 not set themselves to Available if they complete their After Call Work early.

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Exam Code: GCP-GC-ADM
Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
Last Update: Dec 2, 2024
Questions: 60
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