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

Genesys GCP-GC-ADM Online Questions & Answers

• Question 41:

  By Default, Line recording is disabled.

  A. True
  B. False
  A. True

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  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/enable-line-recording/

• Question 42:

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

  A. Languages
  B. Intent of Call
  C. Skills
  D. Agent Availability
  A. Languages
  C. Skills

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  Explanation/Reference:

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

• Question 43:

  Which of the following options are used when scheduling a report? (Choose three.)

  A. Time period
  B. Custom Date Range
  C. Recurrences
  D. Time zone
  E. Start Time
  A. Time period
  B. Custom Date Range
  C. Recurrences

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  Explanation/Reference:

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

• Question 44:

  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. Dialog boxes
  B. Scripts
  C. Toast pop-ups
  D. IVR prompts
  B. Scripts

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  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/scripting-concepts/

• Question 45:

  Why must you create queues for ACD functionality to work?

  A. Queues are the waiting lines for the agents who will be assigned interactions through ACD
  B. Queues provide ACD with a means to determine the skill level requirement of an interaction
  C. Queues are the waiting lines for interactions that are routed using ACD
  D. Queues match agents to an appropriate interaction using ACD
  D. Queues match agents to an appropriate interaction using ACD

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  Explanation/Reference:

  Reference:

  https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/sag_tell_me_about_ acd_queues.htm

• Question 46:

  Which definition matches the After Call Work option Mandatory, Time-boxed?

  A. 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 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.
  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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
  B. 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.

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  Explanation/Reference:

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

• Question 47:

  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
  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

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  Explanation/Reference:

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

• Question 48:

  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. Dashboards
  C. Dynamic Views
  D. All of the above
  C. Dynamic Views

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  Explanation/Reference:

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

• Question 49:

  Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

  A. Reports
  B. Performance>Agents
  C. Admin>Contact Center
  D. Admin>Quality
  D. Admin>Quality

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  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/quality-administrator-dashboard/

• Question 50:

  What is the recommended way to create a .csv file?

  A. Use a text editor, such as Notepad, to create your .csv files
  B. Create a spreadsheet and export it as a .csv file
  C. Use a word processing application, such as Microsoft Word, to create your .csv files
  D. Use a .csv application to create .csv files
  D. Use a .csv application to create .csv files

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  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/prepare-source-csv-file/