Genesys GCP-GC-ADM Exam Practice Test Instant Access

Question 1

What would you select from the Performance menu to view real-time statistics for all active campaigns?

AScripts

BCampaign Management

COutbound Campaigns

DSchedules

Answer : C

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

Question 2

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

AScoring

BMonitoring

CCalibration

DEvaluation

Answer : C

Question 3

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

ASkills

BAdditional attribute ratings

CLanguage

DTime since the agent became available

EStaffing requirements

Answer : A, C, D

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Question 4

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?

ASkill

BTime since they last handled an ACD interaction

CCost

DDepartment

Answer : A

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

Question 5

Which definition matches the After Call Work option Mandatory, Discretionary?

AThe 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.

BThe 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.

CThe 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.

DThe 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.

Answer : B

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

Question 6

Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?

AThe group is in the wrong Organization

BGroup chat is only available to administrators

CThe group is set to members only and they are not members of the group

DThe group is set to public

Answer : A

Question 7

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

ALanguages

BIntent of Call

CSkills

DAgent Availability

Answer : A, C

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Genesys GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Admin Exam Practice Test