Get Ready to Pass the GCP-GC-ADM exam Right Now Using Our Genesys Certified Professional Exam Package [Q11-Q28]

Get Ready to Pass the GCP-GC-ADM exam Right Now Using Our Genesys Certified Professional Exam Package

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NO.11 How many types of flows are supported by Architect?

 5

 6

 7

 8

NO.12 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

Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/

NO.13 Which of the following media types can be selected when creating a report? (Choose three.)

 Voice

 Email

 Voicemail

 Chat

Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE

NO.14 Recording Policies can be configured for what type(s) of contact(s)?

 Call

 Chat

 Email

 Message

 All of the above

NO.15 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

NO.16 Where are Genesys Cloud call recordings stored?

 Recording Management

 Cloud

 Web Service

 AWS Cloud

Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

NO.17 Which of the following components can be added to scripts? (Choose all that applies.)

 Visual Basic Control

 Text

 Call Flow

 Checkbox

 Web Page

 Image

Reference:
https://help.mypurecloud.com/articles/script-components/

NO.18 Which definition matches the After Call Work option Mandatory, Time-boxed?

 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 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.

 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

NO.19 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?

 Skill

 Time since they last handled an ACD interaction

 Cost

 Department

Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/

NO.20 What would you select from the Performance menu to view real-time statistics for all active campaigns?

 Scripts

 Campaign Management

 Outbound Campaigns

 Schedules

Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/

NO.21 Which definition matches the After Call Work option Optional?

 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 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 not 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

NO.22 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

Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

NO.23 What is a fatal question in an Evaluation Form?

 Fatal Questions have a heavier weight than non-fatal Questions

 Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero

 Fatal Questions are also critical Questions. If scored “No” the agent will be terminated

 Fatal Questions are the same as critical Questions

Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/

NO.24 The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?

 8

 6

 4

 2

NO.25 What would you select from the Admin>Outbound Dialing menu to create a new campaign?

 Scripts

 Schedules

 Campaign Dashboard

 Campaign Management

Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

NO.26 What are callable time sets?

 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.

 Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

 Callable Time Sets provide a way to define your own time zones to associate with a campaign.

 Callable Time Sets are used to define when a campaign starts and stops.

Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/

NO.27 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

Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

NO.28 Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

 Reports

 Performance>Agents

 Admin>Contact Center

 Admin>Quality

Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/

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