Best Quality Genesys GCP-GC-ADM Exam Questions Test4Cram Realistic Practice Exams [2021]
Critical Information To Genesys Cloud Certified Professional - Contact Center Administration Pass the First Time
Genesys GCP-GC-ADM Exam Syllabus Topics:
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NEW QUESTION 15
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A. The after call work time for each media type
- B. The maximum capacity that an agent may handle simultaneously for each supported media type
- C. The length of time that an agent may spend on each media type
- D. The media types that can interrupt current interactions that an agent is handling
- E. The number of different media types that an agent may handle simultaneously
Answer: B,D,E
NEW QUESTION 16
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. Scripts
- C. Toast pop-ups
- D. Dialog boxes
Answer: B
NEW QUESTION 17
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 for customers to access their accounts via social media channels
- D. The ability to create and manage a Facebook page
Answer: C
NEW QUESTION 18
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Intent of Call
- B. Skills
- C. Agent Availability
- D. Languages
Answer: B,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 19
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Wrap-up Codes
- B. Resolution Codes
- C. Account Codes
- D. Status
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 20
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, 1, 2, 4
- B. 3, 4, 5, 2, 1
- C. 3, 5, 1, 4, 2
- D. 3, 5, 4, 2, 1
Answer: A
NEW QUESTION 21
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Telephony Admin
- B. Employee
- C. Admin
- D. Genesys Cloud User
- E. Master Admin
Answer: B,C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 22
What is the recommended way to create a .csv file?
- A. Create a spreadsheet and export it as a .csv file
- B. Use a text editor, such as Notepad, to create your .csv files
- C. Use a .csv application to create .csv files
- D. Use a word processing application, such as Microsoft Word, to create your .csv files
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
NEW QUESTION 23
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Voicemail
- B. Chat
- C. Voice
- D. Email
Answer: B,C,D
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 24
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. Update the Do Not Call list with records that have the appropriate wrap-up code
- D. Determine how many evaluations per hour to assign to a quality evaluator
- E. Set up a schedule to run a daily report
Answer: A,B,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/
NEW QUESTION 25
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 Callback Script
- B. Blank Script
- C. Sales Script Template
- D. Default Outbound Script
- E. Default Inbound Script
- F. Collection Script Template
Answer: C,F
NEW QUESTION 26
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Roles
- B. Skills
- C. Language
- D. Queue
Answer: B,C
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 27
Select the categories of Prompts in Architect. (Choose two.)
- A. User
- B. System
- C. Data
- D. Menu
Answer: A,B
NEW QUESTION 28
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. False
- B. True
Answer: B
NEW QUESTION 29
What is the Alerting Timeout with regard to Queue configuration?
- A. This is how long the interaction will wait to begin alerting the agent
- 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 agent has to complete after call work
- D. This is how long the interaction will alert before disconnecting
Answer: A
NEW QUESTION 30
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Internet Explorer
- B. Safari
- C. Opera
- D. Chrome
- E. Firefox
- F. Avant
Answer: D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 31
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