Top Genesys GCP-GC-ADM Courses Online - Updated [Dec-2021]
GCP-GC-ADM Practice Dumps - Verified By SureTorrent Updated 62 Questions
NEW QUESTION 14
Call Recording is enabled in .
- A. Admin > Telephony
- B. Admin > Quality
- C. Admin > Contact Center
Answer: A
NEW QUESTION 15
Which of the following options are used when scheduling a report? (Choose three.)
- A. Time period
- B. Custom Date Range
- C. Start Time
- D. Recurrences
- E. Time zone
Answer: A,B,D
NEW QUESTION 16
Select the categories of Prompts in Architect. (Choose two.)
- A. System
- B. Data
- C. User
- D. Menu
Answer: A,C
NEW QUESTION 17
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 18
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?
- A. Genesys Cloud 2
- B. Communicate
- C. Collaborate
- D. Genesys Cloud 3
- E. Genesys Cloud 1
Answer: D
NEW QUESTION 19
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Languages
- B. Index Ratings
- C. Skills
- D. Knowledge levels
- E. Medians
Answer: C,D
NEW QUESTION 20
Which definition matches the After Call Work option Optional?
- 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 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 set themselves to Available if they complete their After Call Work early.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
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. They are in the DNC list
- C. The call went unanswered
- D. The telephone number is wrong
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 22
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Voice
- D. Email
Answer: A,C,D
NEW QUESTION 23
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 24
Which definition matches the After Call Work option Mandatory, Time-boxed?
- A. 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.
- 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 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.
- 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 set themselves to Available if they complete their After Call Work early.
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 25
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Routing>Emergencies
- B. Admin>Contact Center>ACD Skills
- C. Admin>Contact Center>Utilization
- D. Admin>Routing>Disconnect Interactions
Answer: C
NEW QUESTION 26
Recording Policies can be configured for what type(s) of contact(s)?
- A. Email
- B. Chat
- C. All of the above
- D. Call
- E. Message
Answer: D
NEW QUESTION 27
What is the purpose of the Wrap-up code mappings?
- A. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
- B. The mappings allow you to associate wrap-up codes to specific campaigns
- C. The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction
- D. The mappings allow you to associate wrap-up codes to specific queues
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
NEW QUESTION 28
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Roles
- B. Skills
- C. Queue
- D. Language
Answer: B,D
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 29
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Scripts
- B. Schedules
- C. Outbound Campaigns
- D. Campaign Management
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/
NEW QUESTION 30
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Internet Explorer
- B. Opera
- C. Safari
- D. Chrome
- E. Firefox
- F. Avant
Answer: D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 31
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Dashboard
- B. Scripts
- C. Schedules
- D. Campaign Management
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 32
Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud Reporting
- B. Workflow Process Automation
- C. Genesys Cloud Architect
- D. Workforce Management
Answer: D
Explanation:
Section: (none)
Explanation
NEW QUESTION 33
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. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
- D. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
Answer: B
NEW QUESTION 34
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- B. A contact list can have its own unique structure, including an arbitrary number of phone number types
- C. Contact lists are read-only and cannot be updated by the agents
- D. Each campaign can have its own contact list, or contact lists can be shared among campaigns
- E. Contact lists must contain the home phone number and first and last name fields, at a minimum
Answer: A,B,D
NEW QUESTION 35
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)
- A. Determine how long to retain recordings and whether to archive or delete them
- B. Automatically assign an evaluation for all calls over 5 minutes
- C. Set up a schedule to run a daily report
- D. Determine how many evaluations per hour to assign to a quality evaluator
- E. Update the Do Not Call list with records that have the appropriate wrap-up code
Answer: A,B,C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/
NEW QUESTION 36
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