Released Genesys GCP-GC-ADM Updated Questions PDF
GCP-GC-ADM Dumps and Practice Test (62 Exam Questions)
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NEW QUESTION 19
What is a critical
- A. Critical Questions are Questions that the agent must answer.
- B. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.
- C. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
- D. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
Answer: B
NEW QUESTION 20
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Safari
- B. Avant
- C. Chrome
- D. Internet Explorer
- E. Opera
- F. Firefox
Answer: C,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 21
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Skills based routing
- C. Standard ACD
- D. Bullseye ACD
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 22
Why must you create queues for ACD functionality to work?
- A. Queues match agents to an appropriate interaction using ACD
- B. Queues provide ACD with a means to determine the skill level requirement of an interaction
- C. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- D. Queues are the waiting lines for interactions that are routed using ACD
Answer: A
NEW QUESTION 23
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability for customers to access their accounts via social media channels
- B. The ability to create and manage a Facebook page
- C. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- D. The ability to receive and route specific tweets to agents so that they can respond to those tweets
Answer: A
NEW QUESTION 24
Where are Genesys Cloud call recordings stored?
- A. Web Service
- B. AWS Cloud
- C. Cloud
- D. Recording Management
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 25
How many types of flows are supported by Architect?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION 26
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. All of the above
- B. Reports
- C. Dashboards
- D. Dynamic Views
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 27
By Default, Line recording is disabled.
- A. False
- B. True
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 28
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Automatic Call Distribution
- B. Scheduling
- C. Call Routing
- D. Architect
Answer: A
NEW QUESTION 29
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?
- A. Scripts
- B. Dialog boxes
- C. IVR prompts
- D. Toast pop-ups
Answer: A
NEW QUESTION 30
Which of the following options are used when scheduling a report? (Choose three.)
- A. Start Time
- B. Recurrences
- C. Time zone
- D. Time period
- E. Custom Date Range
Answer: B,D,E
NEW QUESTION 31
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)
- A. Update the Do Not Call list with records that have the appropriate wrap-up code
- B. Set up a schedule to run a daily report
- C. Determine how many evaluations per hour to assign to a quality evaluator
- 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
Answer: B,D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/
NEW QUESTION 32
Select the types of scheduling available in Genesys Cloud. (Choose two.)
- A. Automated Scheduling
- B. All of the above
- C. Manual Scheduling
- D. Load based Scheduling
Answer: A,D
NEW QUESTION 33
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Voice
- B. Voicemail
- C. Email
- D. Chat
Answer: A,C,D
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 34
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?
- A. Default Menu choice
- B. Menu prompt
- C. Menu options
- D. Add blank audio
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 35
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, 5, 4, 2, 1
- B. 3, 5, 1, 4, 2
- C. 3, 4, 5, 2, 1
- D. 3, 5, 1, 2, 4
Answer: D
NEW QUESTION 36
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Index Ratings
- B. Skills
- C. Knowledge levels
- D. Medians
- E. Languages
Answer: B,C
NEW QUESTION 37
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Receive and route calls
- B. Convert text to speech
- C. Configure skills
- D. Play pre-recorded messages
- E. Configure queues
Answer: B,D,E
NEW QUESTION 38
What is the Alerting Timeout with regard to Queue configuration?
- A. This is how long the agent has to complete after call work
- B. This is how long the interaction will alert before timing out and setting the agent's status to Not Responding
- C. This is how long the interaction will wait to begin alerting the agent
- D. This is how long the interaction will alert before disconnecting
Answer: C
NEW QUESTION 39
Which definition matches the After Call Work option Mandatory, Discretionary?
- 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 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 not 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: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 40
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Scripts
- B. Campaign Dashboard
- C. Schedules
- D. Campaign Management
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 41
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. False
- B. True
Answer: B
NEW QUESTION 42
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Skills
- B. Language
- C. Roles
- D. Queue
Answer: A,B
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 43
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