Genesys Genesys Certifications GCP-GC-ADM Questions & Answers

• Question 21:

  Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)

  A. Employee

  B. Master Admin

  C. Genesys Cloud User

  D. Admin

  E. Telephony Admin

  Correct Answer: AD

  Reference: https://help.mypurecloud.com/articles/about-roles-permissions/

• Question 22:

  Put the steps below in the correct order to successfully complete the Calibration process: 1.Evaluate the interactions 2.Discuss the calibration results 3.Record interactions based on Policies 4.Take action on calibration results 5.Select and assign interactions for calibration

  A. 3, 5, 4, 2, 1

  B. 3, 5, 1, 4, 2

  C. 3, 5, 1, 2, 4

  D. 3, 4, 5, 2, 1

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/calibration-overview/

• Question 23:

  Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

  A. Skills

  B. Additional attribute ratings

  C. Language

  D. Time since the agent became available

  E. Staffing requirements

  Correct Answer: ACD

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

• Question 24:

  Which dialing mode allows the agent to see customer information before dialing?

  A. Progressive

  B. Predictive

  C. Preview

  D. Power

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/dialing-modes/

• Question 25:

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

  A. They are in the DNC list

  B. The call went unanswered

  C. Unable to reach the customer

  D. The telephone number is wrong

  Correct Answer: A

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

• Question 26:

  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

  Correct Answer: B

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

• Question 27:

  What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

  A. Languages

  B. Medians

  C. Skills

  D. Index Ratings

  E. Knowledge levels

  Correct Answer: CE

• Question 28:

  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

  Correct Answer: C

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

• Question 29:

  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?

  A. Skill

  B. Time since they last handled an ACD interaction

  C. Cost

  D. Department

  Correct Answer: A

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

• Question 30:

  Which option provides the ability for an email interaction to be interrupted by voice?

  A. Admin>Contact Center>Utilization

  B. Admin>Contact Center>ACD Skills

  C. Admin>Routing>Emergencies

  D. Admin>Routing>Disconnect Interactions

  Correct Answer: A