[Nov-2021] GCP-GC-ADM Dumps With 100% Verified Q&As - Pass Guarantee or Full Refund
Pass Genesys GCP-GC-ADM Exam With Practice Test Questions Dumps Bundle
Genesys GCP-GC-ADM Exam Syllabus Topics:
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NEW QUESTION 14
The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION 15
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 16
Why must you create queues for ACD functionality to work?
- A. Queues are the waiting lines for interactions that are routed using ACD
- B. Queues match agents to an appropriate interaction using ACD
- C. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- D. Queues provide ACD with a means to determine the skill level requirement of an interaction
Answer: B
NEW QUESTION 17
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 18
Which definition matches the After Call Work option Mandatory, Discretionary?
- 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 not 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 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 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 19
What are callable time sets?
- A. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
- B. Callable Time Sets are used to define when a campaign starts and stops.
- C. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- D. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 20
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 21
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. Toast pop-ups
- C. Scripts
- D. IVR prompts
Answer: C
NEW QUESTION 22
Which ACD routing method routes interaction to the next available agent?
- A. Skills based routing
- B. Bullseye ACD
- C. Standard ACD
- D. All of the above
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 23
Select the types of scheduling available in Genesys Cloud. (Choose two.)
- A. Automated Scheduling
- B. Load based Scheduling
- C. All of the above
- D. Manual Scheduling
Answer: A,B
NEW QUESTION 24
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Dashboard
- B. Scripts
- C. Schedules
- D. Campaign Management
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 25
What two options are available to create a customized user role?
- A. Create a new Role and assign the necessary permissions to that role
- B. Copy an existing role then add the necessary permissions to meet your needs
- C. Create a new Group and assign the necessary permissions to the group
- D. Create or modify a workgroup to meet your needs
Answer: A
NEW QUESTION 26
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Scoring
- B. Calibration
- C. Evaluation
- D. Monitoring
Answer: B
NEW QUESTION 27
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 28
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Scheduling
- B. Architect
- C. Call Routing
- D. Automatic Call Distribution
Answer: D
NEW QUESTION 29
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 30
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 31
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Voice
- D. Email
Answer: A,C,D
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 32
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 33
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 to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- C. The ability to create and manage a Facebook page
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 34
What is a DNC list?
- A. A DNC list is a table containing phone numbers that a campaign should never dial.
- B. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- C. A DNC list is another name for a contact list.
- D. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
Answer: B
NEW QUESTION 35
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 36
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Internet Explorer
- B. Opera
- C. Safari
- D. Chrome
- E. Firefox
- F. Avant
Answer: D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 37
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