Latest [Aug 20, 2022] GCP-GC-ADM Exam with Accurate Genesys Cloud Certified Professional - Contact Center Administration PDF Questions
Take a Leap Forward in Your Career by Earning Genesys 62 Questions
NEW QUESTION 14
Recording Policies can be configured for what type(s) of contact(s)?
- A. All of the above
- B. Email
- C. Call
- D. Message
- E. Chat
Answer: C
NEW QUESTION 15
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Configure skills
- B. Receive and route calls
- C. Configure queues
- D. Convert text to speech
- E. Play pre-recorded messages
Answer: C,D,E
NEW QUESTION 16
The deviation from the forecast versus the real time can be monitored in the best way through
.
- A. Real time adherence
- B. Intraday monitoring
- C. View Agent schedule
- D. Historical adherence
Answer: A
Explanation:
Reference:
https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
NEW QUESTION 17
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. IVR prompts
- B. Toast pop-ups
- C. Scripts
- D. Dialog boxes
Answer: C
NEW QUESTION 18
Call Recording is enabled in .
- A. Admin > Quality
- B. Admin > Contact Center
- C. Admin > Telephony
Answer: C
NEW QUESTION 19
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- B. The ability for customers to access their accounts via social media channels
- C. The ability to create and manage a Facebook page
- D. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
Answer: B
NEW QUESTION 20
What is the recommended way to create a .csv file?
- A. Use a word processing application, such as Microsoft Word, to create your .csv files
- B. Use a .csv application to create .csv files
- C. Create a spreadsheet and export it as a .csv file
- D. Use a text editor, such as Notepad, to create your .csv files
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 21
Which dialing mode allows the agent to see customer information before dialing?
- A. Predictive
- B. Progressive
- C. Power
- D. Preview
Answer: D
NEW QUESTION 22
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Safari
- B. Chrome
- C. Opera
- D. Firefox
- E. Avant
- F. Internet Explorer
Answer: B,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 23
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Contact Center>Utilization
- B. Admin>Routing>Disconnect Interactions
- C. Admin>Contact Center>ACD Skills
- D. Admin>Routing>Emergencies
Answer: A
NEW QUESTION 24
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A. The media types that can interrupt current interactions that an agent is handling
- B. The after call work time for each media type
- C. The number of different media types that an agent may handle simultaneously
- D. The maximum capacity that an agent may handle simultaneously for each supported media type
- E. The length of time that an agent may spend on each media type
Answer: A,C,D
NEW QUESTION 25
What is the purpose of the Wrap-up code mappings?
- A. The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction
- B. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
- C. The mappings allow you to associate wrap-up codes to specific queues
- D. The mappings allow you to associate wrap-up codes to specific campaigns
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
NEW QUESTION 26
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. A contact list can have its own unique structure, including an arbitrary number of phone number types
- B. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- C. Contact lists must contain the home phone number and first and last name fields, at a minimum
- D. Contact lists are read-only and cannot be updated by the agents
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: A,B,E
NEW QUESTION 27
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
- B. Looks for the first available agent and ignores any skill requirements
- C. Matches the interaction to the first available agent who has all of the requested skills
Answer: A
Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION 28
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Schedules
- B. Scripts
- C. Outbound Campaigns
- D. Campaign Management
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/
NEW QUESTION 29
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. Default Inbound Script
- B. Collection Script Template
- C. Sales Script Template
- D. Blank Script
- E. Default Callback Script
- F. Default Outbound Script
Answer: B,C
NEW QUESTION 30
Which of the following options are used when scheduling a report? (Choose three.)
- A. Custom Date Range
- B. Recurrences
- C. Time period
- D. Time zone
- E. Start Time
Answer: A,B,C
NEW QUESTION 31
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