Try Free Genesys GCP-GC-ADM Real Questions and Answers

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By test GCP-GC-ADM Real Questions and Answers, Genesys Cloud Certified Professional - Contact Center Administration 0 Comments

Do you want to be able to pass the Genesys GCP-GC-ADM exam with flying colors?Genesys Cloud Certified Professional – Contact Center Admin exam introduces the fundamental concepts and major components associated with the Contact Center feature set of the Genesys Cloud platform. If you are preparing for Genesys GCP-GC-ADM exam, you should get Genesys GCP-GC-ADM exam dumps to pass in the first try. By practicing with our Genesys GCP-GC-ADM Questions and Answers, you will be able to easily answer all the questions.

You should try GCP-GC-ADM practice test questions to assess yourself.

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1. Which definition matches the ACD Evaluation Method Best Available Skills?

Looks for the first available agent and ignores any skill requirements

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

Evaluates 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

2. Which of the following components can be added to scripts? (Choose all that applies.)

Visual Basic Control

Text

Call Flow

Checkbox

Web Page

Image

3. If you have not created any additional templates, you will have several template options when creating a new script .

What are the template options? (Choose two.)

Blank Script

Default Callback Script

Default Inbound Script

Default Outbound Script

Collection Script Template

Sales Script Template

4. If you navigate away from the page without saving the Script, you will not lose any work you have completed.

True

False

5. What is a fatal question in an Evaluation Form?

Fatal Questions have a heavier weight than non-fatal Questions

Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero

Fatal Questions are also critical Questions. If scored “No” the agent will be terminated

Fatal Questions are the same as critical Questions

6. What would you select from the Admin>Outbound Dialing menu to create a new campaign?

Scripts

Schedules

Campaign Dashboard

Campaign Management

7. Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

Reports

Dynamic Views

Dashboard

Interaction

8. What is a DNC list?

A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

A DNC list is another name for a contact list.

A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

A DNC list is a table containing phone numbers that a campaign should never dial.

9. Why must you create queues for ACD functionality to work?

Queues are the waiting lines for the agents who will be assigned interactions through ACD

Queues provide ACD with a means to determine the skill level requirement of an interaction

Queues are the waiting lines for interactions that are routed using ACD

Queues match agents to an appropriate interaction using ACD

10. Which dialing mode allows the agent to see customer information before dialing?

Progressive

Predictive

Preview

Power

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11. Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

Language

Roles

Skills

Queue

12. Policies automate repetitive quality management tasks .

What items could be defined as policies? (Choose three.)

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

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

Set up a schedule to run a daily report

Automatically assign an evaluation for all calls over 5 minutes

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

13. What statements are true regarding contact lists used for outbound campaigns? (Choose three.)

Contact lists must contain the home phone number and first and last name fields, at a minimum

Contact lists are read-only and cannot be updated by the agents

A contact list can have its own unique structure, including an arbitrary number of phone number types

Each campaign can have its own contact list, or contact lists can be shared among campaigns

To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name

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

Reports

Performance>Agents

Admin>Contact Center

Admin>Quality

15. By Default, Line recording is disabled.

True

False

16. The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next .

How many rings maximum may be defined for Bullseye routing?