100% Pass Top-selling GCP-GC-ADM Exams - New 2021 Genesys Pratice Exam
Genesys Certified Professional Dumps GCP-GC-ADM Exam for Full Questions - Exam Study Guide
NEW QUESTION 16
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 17
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 18
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 set themselves to Available if they complete their After Call Work early.
- B. 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.
- 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 not set themselves to Available if they complete their After Call Work early.
- 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 19
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Resolution Codes
- B. Account Codes
- C. Wrap-up Codes
- D. Status
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 20
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A. The after call work time for each media type
- B. The number of different media types that an agent may handle simultaneously
- C. The media types that can interrupt current interactions that an agent is handling
- D. The length of time that an agent may spend on each media type
- E. The maximum capacity that an agent may handle simultaneously for each supported media type
Answer: B,C,E
NEW QUESTION 21
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 22
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 23
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. Time since they last handled an ACD interaction
- B. Cost
- C. Skill
- D. Department
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
NEW QUESTION 24
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. False
- B. True
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
NEW QUESTION 25
What is the recommended way to create a .csv file?
- A. Use a .csv application to create .csv files
- B. Use a word processing application, such as Microsoft Word, to create your .csv files
- C. Use a text editor, such as Notepad, to create your .csv files
- D. Create a spreadsheet and export it as a .csv file
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 26
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- B. The ability to create and manage a Facebook page
- C. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 27
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Scoring
- B. Evaluation
- C. Monitoring
- D. Calibration
Answer: D
NEW QUESTION 28
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. A contact list can have its own unique structure, including an arbitrary number of phone number types
- C. Contact lists must contain the home phone number and first and last name fields, at a minimum
- D. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: B,D,E
NEW QUESTION 29
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 30
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Bullseye ACD
- C. Standard ACD
- D. Skills based routing
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 31
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 32
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 33
What are callable time sets?
- A. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- B. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- C. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
- D. Callable Time Sets are used to define when a campaign starts and stops.
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 34
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