Genesys Genesys Certifications GCP-GC-ADM Questions & Answers

• Question 11:

  Which of the following components can be added to scripts? (Choose all that applies.)

  A. Visual Basic Control

  B. Text

  C. Call Flow

  D. Checkbox

  E. Web Page

  F. Image

  Correct Answer: BDEF

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

• Question 12:

  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

  Correct Answer: B

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

• Question 13:

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

  A. Voice

  B. Email

  C. Voicemail

  D. Chat

  Correct Answer: ABD

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

• Question 14:

  Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

  A. Update the Do Not Call list with records that have the appropriate wrap-up code

  B. Determine how many evaluations per hour to assign to a quality evaluator

  C. Set up a schedule to run a daily report

  D. Automatically assign an evaluation for all calls over 5 minutes

  E. Determine how long to retain recordings and whether to archive or delete them

  Correct Answer: CDE

  Reference: https://help.mypurecloud.com/articles/about-quality-policies/

• Question 15:

  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.

  Correct Answer: A

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

• 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 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.

  Correct Answer: B

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

• Question 17:

  Call Recording is enabled in.

  A. Admin > Telephony

  B. Admin > Quality

  C. Admin > Contact Center

  Correct Answer: A

• Question 18:

  Which definition matches the ACD Evaluation Method Best Available Skills?

  A. Looks for the first available agent and ignores any skill requirements

  B. Matches the interaction to the first available agent who has all of the requested skills

  C. 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

  Correct Answer: C

  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.

• Question 19:

  What would you select from the Admin>Outbound Dialing menu to create a new campaign?

  A. Scripts

  B. Schedules

  C. Campaign Dashboard

  D. Campaign Management

  Correct Answer: D

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

• Question 20:

  Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?

  A. The group is in the wrong Organization

  B. Group chat is only available to administrators

  C. The group is set to members only and they are not members of the group

  D. The group is set to public

  Correct Answer: A