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GCP-GC-ADM Real Exam Questions

Genesys Cloud Certified Professional - Contact Center Admin

60 questions available · Page 1 of 6

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Question 1 Single choice

What are callable time sets?

  1. 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.

  2. B

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

  3. C

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

  4. D

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

Show answer and explanation

Correct answer: D

Explanation

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

Question 2 Single choice

What is a critical QUESTION NO: in an Evaluation Form?

  1. A

    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.

  2. B

    Critical Questions are Questions that the agent must answer.

  3. C

    Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

  4. D

    If answered "No", critical Questions will result in an evaluation score of zero for the interaction.

Show answer and explanation

Correct answer: A

Explanation

References:
https://help.mypurecloud.com/glossary/critical-QUESTION/

Question 3 Multiple choice

If you have not created any additional templates, you will have several template options when creating a new script.

What are the template options? (Choose two.)

  1. A

    Blank Script

  2. B

    Default Callback Script

  3. C

    Default Inbound Script

  4. D

    Default Outbound Script

  5. E

    Collection Script Template

  6. F

    Sales Script Template

Show answer and explanation

Correct answers: E, F

Question 4 Single choice

Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

  1. A

    Reports

  2. B

    Dashboards

  3. C

    Dynamic Views

  4. D

    All of the above

Show answer and explanation

Correct answer: C

Explanation

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

Question 5 Multiple choice

Which of the following media types can be selected when creating a report? (Choose three.)

  1. A

    Voice

  2. B

    Email

  3. C

    Voicemail

  4. D

    Chat

Show answer and explanation

Correct answers: A, B, D

Explanation

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

Question 6 Single choice

What does it imply when a campaign does not dial a list of telephone numbers?

  1. A

    They are in the DNC list

  2. B

    The call went unanswered

  3. C

    Unable to reach the customer

  4. D

    The telephone number is wrong

Show answer and explanation

Correct answer: A

Explanation

References:
https://help.mypurecloud.com/articles/not-call-lists-view/

Question 7 Single choice

Your contact center wants to track the outcome of calls and chats.

What can be configured within Genesys Cloud to provide this functionality?

  1. A

    Account Codes

  2. B

    Wrap-up Codes

  3. C

    Resolution Codes

  4. D

    Status

Show answer and explanation

Correct answer: B

Explanation

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

Question 8 Single choice

How many types of flows are supported by Architect?

  1. A

    5

  2. B

    6

  3. C

    7

  4. D

    8

Show answer and explanation

Correct answer: A

Explanation

References:
https://developer.genesys.cloud/api/rest/v2/architect/flows

Question 9 Multiple choice

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

  1. A

    Languages

  2. B

    Intent of Call

  3. C

    Skills

  4. D

    Agent Availability

Show answer and explanation

Correct answers: A, C

Explanation

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

Question 10 Single choice

Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

  1. A

    Default Menu choice

  2. B

    Menu options

  3. C

    Add blank audio

  4. D

    Menu prompt

Show answer and explanation

Correct answer: C

Explanation

References:
https://help.mypurecloud.com/articles/set-audio-sequence/