Genesys Genesys Certifications GCP-GC-ADM Questions & Answers

• Question 51:

  Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

  A. Default Menu choice

  B. Menu options

  C. Add blank audio

  D. Menu prompt

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/set-audio-sequence/

• Question 52:

  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

  Correct Answer: C

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

• Question 53:

  Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?

  A. Workforce Management

  B. Workflow Process Automation

  C. Genesys Cloud Architect

  D. Genesys Cloud Reporting

  Correct Answer: A

  Reference: https://help.genesys.com/pureconnect/desktop/printables/optimizer_help.pdf

• Question 54:

  Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

  A. Account Codes

  B. Wrap-up Codes

  C. Resolution Codes

  D. Status

  Correct Answer: B

  Reference: https://help.mypurecloud.com/articles/specify-wrap-codes/

• Question 55:

  Which definition matches the After Call Work option Optional?

  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 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.

  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.

  Correct Answer: D

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

• Question 56:

  If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)

  A. Blank Script

  B. Default Callback Script

  C. Default Inbound Script

  D. Default Outbound Script

  E. Collection Script Template

  F. Sales Script Template

  Correct Answer: EF

• Question 57:

  Where are Genesys Cloud call recordings stored?

  A. Recording Management

  B. Cloud

  C. Web Service

  D. AWS Cloud

  Correct Answer: B

  Reference: https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

• Question 58:

  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.

  Correct Answer: D

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

• Question 59:

  A system that routes interactions based on an algorithm which determines the best available agent for an interaction

  A. Architect

  B. Automatic Call Distribution

  C. Call Routing

  D. Scheduling

  Correct Answer: B

• Question 60:

  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

  Correct Answer: BC