[2021] Use Valid New Free GCP-GC-ADM Exam Dumps & Answers
GCP-GC-ADM Braindumps PDF, Genesys GCP-GC-ADM Exam Cram
Genesys GCP-GC-ADM Exam Syllabus Topics:
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NEW QUESTION 13
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 prompt
- C. Menu options
- D. Add blank audio
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 14
Recording Policies can be configured for what type(s) of contact(s)?
- A. Email
- B. Chat
- C. All of the above
- D. Call
- E. Message
Answer: D
NEW QUESTION 15
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Configure queues
- B. Configure skills
- C. Convert text to speech
- D. Receive and route calls
- E. Play pre-recorded messages
Answer: A,C,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. Historical adherence
- C. View Agent schedule
- D. Intraday monitoring
Answer: A
Explanation:
Reference:
https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
NEW QUESTION 17
Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration
- A. 3, 5, 4, 2, 1
- B. 3, 5, 1, 4, 2
- C. 3, 4, 5, 2, 1
- D. 3, 5, 1, 2, 4
Answer: D
NEW QUESTION 18
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Dashboards
- B. All of the above
- C. Reports
- D. Dynamic Views
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 19
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. Collection Script Template
- B. Default Inbound Script
- C. Default Outbound Script
- D. Blank Script
- E. Default Callback Script
- F. Sales Script Template
Answer: A,F
NEW QUESTION 20
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
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 21
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Languages
- B. Index Ratings
- C. Skills
- D. Knowledge levels
- E. Medians
Answer: C,D
NEW QUESTION 22
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Resolution Codes
- B. Status
- C. Wrap-up Codes
- D. Account Codes
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 23
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)
- A. Determine how long to retain recordings and whether to archive or delete them
- B. Automatically assign an evaluation for all calls over 5 minutes
- C. Set up a schedule to run a daily report
- D. Determine how many evaluations per hour to assign to a quality evaluator
- E. Update the Do Not Call list with records that have the appropriate wrap-up code
Answer: A,B,C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/
NEW QUESTION 24
What is the Alerting Timeout with regard to Queue configuration?
- A. This is how long the agent has to complete after call work
- B. This is how long the interaction will alert before timing out and setting the agent's status to Not Responding
- C. This is how long the interaction will alert before disconnecting
- D. This is how long the interaction will wait to begin alerting the agent
Answer: D
NEW QUESTION 25
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Performance>Agents
- B. Reports
- C. Admin>Contact Center
- D. Admin>Quality
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 26
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Genesys Cloud User
- B. Master Admin
- C. Telephony Admin
- D. Admin
- E. Employee
Answer: D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 27
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Routing>Emergencies
- B. Admin>Contact Center>ACD Skills
- C. Admin>Contact Center>Utilization
- D. Admin>Routing>Disconnect Interactions
Answer: C
NEW QUESTION 28
What is the purpose of the Wrap-up code mappings?
- A. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
- B. The mappings allow you to associate wrap-up codes to specific campaigns
- C. 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
- D. The mappings allow you to associate wrap-up codes to specific queues
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
NEW QUESTION 29
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Roles
- B. Skills
- C. Queue
- D. Language
Answer: B,D
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 30
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. 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 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 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 31
Which of the following options are used when scheduling a report? (Choose three.)
- A. Time period
- B. Custom Date Range
- C. Start Time
- D. Recurrences
- E. Time zone
Answer: A,B,D
NEW QUESTION 32
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Reports
- B. Dashboard
- C. Interaction
- D. Dynamic Views
Answer: A,B,C
NEW QUESTION 33
What is a critical
- A. Critical Questions are Questions that the agent must answer.
- B. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.
- C. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
- D. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
Answer: B
NEW QUESTION 34
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. True
- B. False
Answer: A
NEW QUESTION 35
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Matches the interaction to the first available agent who has all of the requested skills
- B. Looks for the first available agent and ignores any skill requirements
- C. 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
Answer: C
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 36
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. Genesys Cloud Reporting
- B. Workflow Process Automation
- C. Genesys Cloud Architect
- D. Workforce Management
Answer: D
Explanation:
Section: (none)
Explanation
NEW QUESTION 37
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