Genesys GCP-GC-ADM Exam Practice Test Instant Access

Question 1

Which of the Performance views shows real-time data with historical metrics to give you both short term and

long-term views?

AReports

BDashboards

CDynamic Views

DAll of the above

Answer : C

https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Question 2

The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

AThe maximum capacity that an agent may handle simultaneously for each supported media type

BThe after call work time for each media type

CThe length of time that an agent may spend on each media type

DThe number of different media types that an agent may handle simultaneously

EThe media types that can interrupt current interactions that an agent is handling

Answer : A, D, E

Question 3

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 4

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 5

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 6

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 7

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/

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