Genesys GCP-GC-ADM Exam Questions Instant Access

Question 1

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 2

Select the applicable options for Genesys Cloud Architect. (Choose three.)

APlay pre-recorded messages

BConvert text to speech

CConfigure queues

DConfigure skills

EReceive and route calls

Answer : A, B, C

Question 3

Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)

AEmployee

BMaster Admin

CGenesys Cloud User

DAdmin

ETelephony Admin

Answer : A, D

https://help.mypurecloud.com/articles/about-roles-permissions/

Question 4

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 5

Which definition matches the ACD Evaluation Method Best Available Skills?

ALooks for the first available agent and ignores any skill requirements

BMatches the interaction to the first available agent who has all of the requested skills

CEvaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills

Answer : C

ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.

Question 6

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 7

Why are skills and languages configured separately?

ASo that skills can have a more granular competency rating than languages

BSo that an agent with a skill can receive an interaction regardless of the language requirement

CSo that an agent with a language capability can receive an interaction regardless of the skill requirement

DSkills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

Answer : C

https://help.mypurecloud.com/articles/assign-remove-skills-user/

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