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GCP-GC-ADM Practice Exam Questions and Answers

Genesys Cloud Certified Professional - Contact Center Administration

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Total Questions : 60

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Question # 1

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?

Options:

A.  

8

B.  

6

C.  

4

D.  

2

Discussion 0
Question # 2

Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

Options:

A.  

Default Menu choice

B.  

Menu options

C.  

Add blank audio

D.  

Menu prompt

Discussion 0
Question # 3

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

Options:

A.  

Progressive

B.  

Predictive

C.  

Preview

D.  

Power

Discussion 0
Question # 4

What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

Options:

A.  

Languages

B.  

Medians

C.  

Skills

D.  

Index Ratings

E.  

Knowledge levels

Discussion 0
Question # 5

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

Options:

A.  

Scoring

B.  

Monitoring

C.  

Calibration

D.  

Evaluation

Discussion 0
Question # 6

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

Options:

A.  

Play pre-recorded messages

B.  

Convert text to speech

C.  

Configure queues

D.  

Configure skills

E.  

Receive and route calls

Discussion 0
Question # 7

What is a DNC list?

Options:

A.  

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

B.  

A DNC list is another name for a contact list.

C.  

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

D.  

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

Discussion 0
Question # 8

Which definition matches the After Call Work option Mandatory, Discretionary?

Options:

A.  

The 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.

B.  

The 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.

C.  

The 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.

D.  

The 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.

Discussion 0
Question # 9

Which option provides the ability for an email interaction to be interrupted by voice?

Options:

A.  

Admin>Contact Center>Utilization

B.  

Admin>Contact Center>ACD Skills

C.  

Admin>Routing>Emergencies

D.  

Admin>Routing>Disconnect Interactions

Discussion 0
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