Genesys GCP-GC-ADM Exam Practice Test Instant Access

Question 1

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 2

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 3

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 4

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 5

What are callable time sets?

ACallable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.

BCallable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

CCallable Time Sets provide a way to define your own time zones to associate with a campaign.

DCallable Time Sets are used to define when a campaign starts and stops.

Answer : D

https://help.mypurecloud.com/articles/create-callable-times-entry/

Question 6

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

Question 7

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/

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