Latest [Jan 19, 2022] 100% Passing Guarantee - Brilliant GCP-GC-ADM Exam Questions PDF
GCP-GC-ADM Certification – Valid Exam Dumps Questions Study Guide! (Updated 62 Questions)
Genesys GCP-GC-ADM Exam Syllabus Topics:
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NEW QUESTION 22
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Scheduling
- B. Call Routing
- C. Architect
- D. Automatic Call Distribution
Answer: D
NEW QUESTION 23
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 24
Recording Policies can be configured for what type(s) of contact(s)?
- A. All of the above
- B. Call
- C. Chat
- D. Email
- E. Message
Answer: B
NEW QUESTION 25
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. Monitoring
- C. Calibration
- D. Evaluation
Answer: C
NEW QUESTION 26
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Convert text to speech
- B. Configure queues
- C. Receive and route calls
- D. Play pre-recorded messages
- E. Configure skills
Answer: A,B,D
NEW QUESTION 27
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Matches the interaction to the first available agent who has all of the requested skills
- B. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
- C. Looks for the first available agent and ignores any skill requirements
Answer: B
Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION 28
By Default, Line recording is disabled.
- A. False
- B. True
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 29
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Voicemail
- B. Chat
- C. Voice
- D. Email
Answer: B,C,D
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 30
What is the purpose of the Wrap-up code mappings?
- A. The mappings allow you to associate wrap-up codes to specific campaigns
- B. 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
- C. The mappings allow you to associate wrap-up codes to specific queues
- D. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
NEW QUESTION 31
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. IVR prompts
- B. Scripts
- C. Toast pop-ups
- D. Dialog boxes
Answer: B
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. Workflow Process Automation
- B. Genesys Cloud Architect
- C. Workforce Management
- D. Genesys Cloud Reporting
Answer: C
Explanation:
Section: (none)
Explanation
NEW QUESTION 33
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Standard ACD
- C. Bullseye ACD
- D. Skills based routing
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 34
Why must you create queues for ACD functionality to work?
- A. Queues are the waiting lines for interactions that are routed 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 match agents to an appropriate interaction using ACD
Answer: D
NEW QUESTION 35
Which dialing mode allows the agent to see customer information before dialing?
- A. Power
- B. Progressive
- C. Preview
- D. Predictive
Answer: C
NEW QUESTION 36
Select the categories of Prompts in Architect. (Choose two.)
- A. User
- B. System
- C. Data
- D. Menu
Answer: A,B
NEW QUESTION 37
Which definition matches the After Call Work option Mandatory, Time-boxed?
- 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 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.
- D. 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 38
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Reports
- B. All of the above
- C. Dynamic Views
- D. Dashboards
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 39
What is a DNC list?
- A. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- B. A DNC list is another name for a contact list.
- C. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- D. A DNC list is a table containing phone numbers that a campaign should never dial.
Answer: A
NEW QUESTION 40
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Telephony Admin
- B. Employee
- C. Admin
- D. Genesys Cloud User
- E. Master Admin
Answer: B,C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 41
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Voicemail
- B. Chat
- C. Voice
- D. Email
Answer: B,C,D
NEW QUESTION 42
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 43
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 not 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 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: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 44
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- B. Fatal Questions have a heavier weight than non-fatal Questions
- C. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
- D. Fatal Questions are the same as critical Questions
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 45
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