Genesys GCP-GC-ADM Online Practice Questions and Exam Preparation

Genesys GCP-GC-ADM Online Questions & Answers

• Question 1:

  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 allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
  C. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
  D. Callable Time Sets are used to define when a campaign starts and stops.
  D. Callable Time Sets are used to define when a campaign starts and stops.

  ---

  Explanation/Reference:

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

• Question 2:

  What is a critical

  QUESTION NO: in an Evaluation Form?

  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.
  B. Critical Questions are Questions that the agent must answer.
  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.
  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.

  ---

  Explanation/Reference:

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

• Question 3:

  Select the categories of Prompts in Architect. (Choose two.)

  A. User
  B. Menu
  C. Data
  D. System
  A. User
  D. System

  ---

  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/call-prompts/

• Question 4:

  Why are skills and languages configured separately?

  A. So that skills can have a more granular competency rating than languages
  B. So that an agent with a skill can receive an interaction regardless of the language requirement
  C. So that an agent with a language capability can receive an interaction regardless of the skill requirement
  D. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
  C. So that an agent with a language capability can receive an interaction regardless of the skill requirement

  ---

  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/assign-remove-skills-user/

• Question 5:

  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 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.
  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.

  ---

  Explanation/Reference:

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

• Question 6:

  Select the types of scheduling available in Genesys Cloud. (Choose two.)

  A. Manual Scheduling
  B. Load based Scheduling
  C. Automated Scheduling
  D. All of the above
  B. Load based Scheduling
  C. Automated Scheduling

• Question 7:

  What is a fatal question in an Evaluation Form?

  A. Fatal Questions have a heavier weight than non-fatal Questions
  B. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
  C. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
  D. Fatal Questions are the same as critical Questions
  B. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero

  ---

  Explanation/Reference:

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

• Question 8:

  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?

  A. 8
  B. 6
  C. 4
  D. 2
  C. 4

  ---

  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/bullseye/

• Question 9:

  What is the Alerting Timeout with regard to Queue configuration?

  A. This is how long the interaction will alert before disconnecting
  B. This is how long the agent has to complete after call work
  C. This is how long the interaction will wait to begin alerting the agent
  D. This is how long the interaction will alert before timing out and setting the agent's status to Not Responding
  C. This is how long the interaction will wait to begin alerting the agent

• Question 10:

  Which ACD routing method routes interaction to the next available agent?

  A. Bullseye ACD
  B. Standard ACD
  C. Skills based routing
  D. All of the above
  B. Standard ACD

  ---

  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/