GCP-GC-ADM Free Exam Study Guide! (Updated 62 Questions)
GCP-GC-ADM Dumps for Genesys Certified Professional Certified Exam Questions and Answer
NEW QUESTION 25
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. Contact lists are read-only and cannot be updated by the agents
- B. Each campaign can have its own contact list, or contact lists can be shared among campaigns
- C. A contact list can have its own unique structure, including an arbitrary number of phone number types
- D. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- E. Contact lists must contain the home phone number and first and last name fields, at a minimum
Answer: B,C,D
NEW QUESTION 26
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- 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 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.
- 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.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 27
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 28
The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION 29
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Monitoring
- B. Evaluation
- C. Scoring
- D. Calibration
Answer: D
NEW QUESTION 30
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. Default Inbound Script
- B. Default Callback Script
- C. Collection Script Template
- D. Default Outbound Script
- E. Blank Script
- F. Sales Script Template
Answer: C,F
NEW QUESTION 31
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Contact Center>Utilization
- B. Admin>Routing>Emergencies
- C. Admin>Routing>Disconnect Interactions
- D. Admin>Contact Center>ACD Skills
Answer: A
NEW QUESTION 32
The deviation from the forecast versus the real time can be monitored in the best way through
.
- A. Historical adherence
- B. View Agent schedule
- C. Intraday monitoring
- D. Real time adherence
Answer: D
Explanation:
Reference:
https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
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. Dashboards
- D. All of the above
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 34
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. Staffing requirements
- B. Additional attribute ratings
- C. Time since the agent became available
- D. Language
- E. Skills
Answer: C,D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 35
Which dialing mode allows the agent to see customer information before dialing?
- A. Progressive
- B. Preview
- C. Predictive
- D. Power
Answer: B
NEW QUESTION 36
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Queue
- B. Roles
- C. Language
- D. Skills
Answer: C,D
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 37
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Account Codes
- B. Wrap-up Codes
- C. Resolution Codes
- D. Status
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 38
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. Department
- B. Skill
- C. Cost
- D. Time since they last handled an ACD interaction
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
NEW QUESTION 39
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Schedules
- B. Scripts
- C. Outbound Campaigns
- D. Campaign Management
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/
NEW QUESTION 40
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Employee
- B. Genesys Cloud User
- C. Admin
- D. Telephony Admin
- E. Master Admin
Answer: A,C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 41
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Voicemail
- B. Voice
- C. Chat
- D. Email
Answer: B,C,D
NEW QUESTION 42
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 are the same as critical Questions
- C. Fatal Questions have a heavier weight than non-fatal Questions
- D. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 43
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Safari
- B. Internet Explorer
- C. Avant
- D. Opera
- E. Firefox
- F. Chrome
Answer: E,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 44
Why are skills and languages configured separately?
- A. So that an agent with a skill can receive an interaction regardless of the language requirement
- B. So that skills can have a more granular competency rating than languages
- C. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
- D. So that an agent with a language capability can receive an interaction regardless of the skill requirement
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/
NEW QUESTION 45
Where are Genesys Cloud call recordings stored?
- A. AWS Cloud
- B. Recording Management
- C. Cloud
- D. Web Service
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 46
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Dashboard
- B. Schedules
- C. Scripts
- D. Campaign Management
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 47
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