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

Genesys GCP-GC-ADM Online Questions & Answers

• Question 51:

  The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

  A. The maximum capacity that an agent may handle simultaneously for each supported media type
  B. The after call work time for each media type
  C. The length of time that an agent may spend on each media type
  D. The number of different media types that an agent may handle simultaneously
  E. The media types that can interrupt current interactions that an agent is handling
  A. The maximum capacity that an agent may handle simultaneously for each supported media type
  D. The number of different media types that an agent may handle simultaneously
  E. The media types that can interrupt current interactions that an agent is handling

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  Explanation/Reference:

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

• Question 52:

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

  A. Progressive
  B. Predictive
  C. Preview
  D. Power
  C. Preview

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  Explanation/Reference:

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

• Question 53:

  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
  A. Skills
  C. Language
  D. Time since the agent became available

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  Explanation/Reference:

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

• Question 54:

  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
  A. Employee
  D. Admin

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  Explanation/Reference:

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

• Question 55:

  What would you select from the Performance menu to view real-time statistics for all active campaigns?

  A. Scripts
  B. Campaign Management
  C. Outbound Campaigns
  D. Schedules
  C. Outbound Campaigns

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  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/outbound-campaign-details-view/

• Question 56:

  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
  C. Skills
  E. Knowledge levels

• Question 57:

  Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

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

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  Explanation/Reference:

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

• Question 58:

  What two options are available to create a customized user role?

  A. Copy an existing role then add the necessary permissions to meet your needs
  B. Create a new Role and assign the necessary permissions to that role
  C. Create or modify a workgroup to meet your needs
  D. Create a new Group and assign the necessary permissions to the group
  B. Create a new Role and assign the necessary permissions to that role

• Question 59:

  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
  A. Skill

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  Explanation/Reference:

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

• Question 60:

  What statements are true regarding contact lists used for outbound campaigns? (Choose three.)

  A. Contact lists must contain the home phone number and first and last name fields, at a minimum
  B. Contact lists are read-only and cannot be updated by the agents
  C. A contact list can have its own unique structure, including an arbitrary number of phone number types
  D. Each campaign can have its own contact list, or contact lists can be shared among campaigns
  E. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
  C. A contact list can have its own unique structure, including an arbitrary number of phone number types
  D. Each campaign can have its own contact list, or contact lists can be shared among campaigns
  E. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name

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  Explanation/Reference:

  Reference: https://help.mypurecloud.com/articles/contact-lists-view/