Genesys GCP-GC-ADM Exam Practice Test 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

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 3

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/

Question 4

Call Recording is enabled in .

AAdmin > Telephony

BAdmin > Quality

CAdmin > Contact Center

Answer : A

Question 5

What two options are available to create a customized user role?

ACopy an existing role then add the necessary permissions to meet your needs

BCreate a new Role and assign the necessary permissions to that role

CCreate or modify a workgroup to meet your needs

DCreate a new Group and assign the necessary permissions to the group

Answer : B

Question 6

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 7

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

AReports

BPerformance>Agents

CAdmin>Contact Center

DAdmin>Quality

Answer : D

https://help.mypurecloud.com/articles/quality-administrator-dashboard/

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