Genesys GCP-GC-ADM Exam Questions Instant Access

Question 1

Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

AUpdate the Do Not Call list with records that have the appropriate wrap-up code

BDetermine how many evaluations per hour to assign to a quality evaluator

CSet up a schedule to run a daily report

DAutomatically assign an evaluation for all calls over 5 minutes

EDetermine how long to retain recordings and whether to archive or delete them

Answer : C, D, E

https://help.mypurecloud.com/articles/about-quality-policies/

Question 2

What is the recommended way to create a .csv file?

AUse a text editor, such as Notepad, to create your .csv files

BCreate a spreadsheet and export it as a .csv file

CUse a word processing application, such as Microsoft Word, to create your .csv files

DUse a .csv application to create .csv files

Answer : D

https://help.mypurecloud.com/articles/prepare-source-csv-file/

Question 3

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 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

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?

AWorkforce Management

BWorkflow Process Automation

CGenesys Cloud Architect

DGenesys Cloud Reporting
Section: (none)
Explanation

Answer : A

Question 6

Which definition matches the After Call Work option Mandatory, Time-boxed?

AThe 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.

BThe 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.

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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

Answer : B

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

Question 7

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?

ADialog boxes

BScripts

CToast pop-ups

DIVR prompts

Answer : B

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