[Sep-2021] GCP-GC-ADM Pre-Exam Practice Tests | Exam Questions and Answers for Genesys Certified Professional Study Guide
Genesys Cloud Certified Professional - Contact Center Administration Certification Sample Questions
NEW QUESTION 14
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Voice
- B. Chat
- C. Email
- D. Voicemail
Answer: A,B,C
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 15
Why are skills and languages configured separately?
- A. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
- B. So that an agent with a skill can receive an interaction regardless of the language requirement
- C. So that skills can have a more granular competency rating than languages
- 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 16
What is the Alerting Timeout with regard to Queue configuration?
- A. This is how long the interaction will alert before disconnecting
- B. This is how long the agent has to complete after call work
- C. This is how long the interaction will wait to begin alerting the agent
- D. This is how long the interaction will alert before timing out and setting the agent's status to Not Responding
Answer: C
NEW QUESTION 17
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 18
Where are Genesys Cloud call recordings stored?
- A. AWS Cloud
- B. Cloud
- C. Recording Management
- D. Web Service
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 19
Which definition matches the After Call Work option Mandatory, Time-boxed?
- 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 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 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.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 20
What two options are available to create a customized user role?
- A. Create a new Role and assign the necessary permissions to that role
- B. Create a new Group and assign the necessary permissions to the group
- C. Create or modify a workgroup to meet your needs
- D. Copy an existing role then add the necessary permissions to meet your needs
Answer: A
NEW QUESTION 21
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. The telephone number is wrong
- C. The call went unanswered
- D. They are in the DNC list
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 22
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Skills
- B. Languages
- C. Agent Availability
- D. Intent of Call
Answer: A,B
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 23
The deviation from the forecast versus the real time can be monitored in the best way through
.
- A. View Agent schedule
- B. Historical adherence
- 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 24
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, 4, 5, 2, 1
- B. 3, 5, 1, 4, 2
- C. 3, 5, 1, 2, 4
- D. 3, 5, 4, 2, 1
Answer: C
NEW QUESTION 25
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 26
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. True
- B. False
Answer: A
NEW QUESTION 27
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 28
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 29
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Receive and route calls
- B. Convert text to speech
- C. Configure queues
- D. Play pre-recorded messages
- E. Configure skills
Answer: B,C,D
NEW QUESTION 30
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 31
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 32
Which of the following options are used when scheduling a report? (Choose three.)
- A. Start Time
- B. Custom Date Range
- C. Recurrences
- D. Time zone
- E. Time period
Answer: B,C,E
NEW QUESTION 33
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