Real Genesys GCP-GC-ADM Free Dumps Questions

dumps2021-10-06T06:06:02+08:00

Genesys GCP-GC-ADM exam tests the Genesys Cloud interface knowledge and presents scenarios to facilitate your understanding of contact center monitoring and administration tasks. In real Genesys certification GCP-GC-ADM exam, there are 50 questions, and you have 120 minutes to complete all the questions. The type of GCP-GC-ADM exam is Multiple Choice, Multiple Select and True/False Questions. Free Genesys GCP-GC-ADM exam dumps questions are available below.

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1. Genesys Cloud ACD assigns interactions to the most appropriate available agent .

What attributes can be used to determine the best available agent? (Choose three.)

Skills

Additional attribute ratings

Language

Time since the agent became available

Staffing requirements

2. Select the categories of Prompts in Architect. (Choose two.)

User

Data

System

3. If you navigate away from the page without saving the Script, you will not lose any work you have completed.

True

False

4. Which of the Performance views shows real-time data with historical metrics to give you both short term and

long-term views?

Reports

Dashboards

Dynamic Views

All of the above

5. Which of the following media types can be selected when creating a report? (Choose three.)

Voice

Voicemail

Chat

6. 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.

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

8. What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

The ability to receive and route specific tweets to agents so that they can respond to those tweets

The ability to create and manage a Facebook page

The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

The ability for customers to access their accounts via social media channels

9. Select and assign interactions for calibration

3, 5, 4, 2, 1

3, 5, 1, 4, 2

3, 5, 1, 2, 4

3, 4, 5, 2, 1

10. What is the Alerting Timeout with regard to Queue configuration?

This is how long the interaction will alert before disconnecting

This is how long the agent has to complete after call work

This is how long the interaction will wait to begin alerting the agent

This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding

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?

Dialog boxes

Scripts

Toast pop-ups

IVR prompts

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

Scoring

Monitoring

Calibration

Evaluation

13. 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.)

Blank Script

Default Callback Script

Default Inbound Script

Default Outbound Script

Collection Script Template

Sales Script Template

14. Which definition matches the After Call Work option Optional?

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.

15. Where are Genesys Cloud call recordings stored?

Recording Management

Cloud

Web Service

AWS Cloud

16. Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

Language

Roles

Skills

Queue

17. How many types of flows are supported by Architect?

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

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.

19. Which definition matches the After Call Work option Mandatory, Discretionary?

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.

20. Select the applicable options for Genesys Cloud Architect. (Choose three.)

Play pre-recorded messages

Convert text to speech

Configure queues

Configure skills

Receive and route calls

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21. Policies automate repetitive quality management tasks .

What items could be defined as policies? (Choose three.)

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

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

Set up a schedule to run a daily report

Automatically assign an evaluation for all calls over 5 minutes

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

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

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

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

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

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

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

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

Bullseye ACD

Standard ACD

Skills based routing

All of the above

24. Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

Default Menu choice

Menu options

Add blank audio

Menu prompt

Real Genesys GCP-GC-ADM Free Dumps Questions

Real Genesys GCP-GC-ADM Free Dumps Questions

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