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GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Admin

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Genesys · GCP-GC-ADM

Free GCP-GC-ADM Exam Dumps Preview

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Question 1

Single choice

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

Reveal answer details Close answer details

Correct answerA

Explanation

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

Question 2

Single choice

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

Reveal answer details Close answer details

Correct answerD

Explanation

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

Question 3

Single choice

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

Reveal answer details Close answer details

Correct answerB

Explanation

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

Question 4

Single choice

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

Reveal answer details Close answer details

Correct answerC

Explanation

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

Question 5

Single choice

What is a DNC list?

A
A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
B
A DNC list is another name for a contact list.
C
A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
D
A DNC list is a table containing phone numbers that a campaign should never dial.

Reveal answer details Close answer details

Correct answerC

Question 6

Single choice

When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

A
True
B
False

Reveal answer details Close answer details

Correct answerB

Explanation

References:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Question 7

Multiple choice

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

Reveal answer details Close answer details

Correct answersB, D, E, F

Explanation

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

Question 8

Single choice

If you navigate away from the page without saving the Script, you will not lose any work you have completed.

A
True
B
False

Reveal answer details Close answer details

Correct answerA

Explanation

References:
https://help.mypurecloud.com/articles/create-script/

Question 9

Single choice

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.

Reveal answer details Close answer details

Correct answerD

Explanation

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

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Genesys Cloud Certified Professional - Contact Center Admin

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