Genesys GCP-GC-ADM Genesys Cloud Certified Professional – Contact Center Administration Online Training
Genesys GCP-GC-ADM Online Training
The questions for GCP-GC-ADM were last updated at Nov 22,2024.
- Exam Code: GCP-GC-ADM
- Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
- Certification Provider: Genesys
- Latest update: Nov 22,2024
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A . Play pre-recorded messages
- B . Convert text to speech
- C . Configure queues
- D . Configure skills
- E . Receive and route calls
Policies automate repetitive quality management tasks .
What items could be defined as policies? (Choose three.)
- A . Update the Do Not Call list with records that have the appropriate wrap-up code
- B . Determine how many evaluations per hour to assign to a quality evaluator
- C . Set up a schedule to run a daily report
- D . Automatically assign an evaluation for all calls over 5 minutes
- E . Determine how long to retain recordings and whether to archive or delete them
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A . Contact lists must contain the home phone number and first and last name fields, at a minimum
- B . Contact lists are read-only and cannot be updated by the agents
- C . A contact list can have its own unique structure, including an arbitrary number of phone number types
- D . Each campaign can have its own contact list, or contact lists can be shared among campaigns
- E . To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
Which ACD routing method routes interaction to the next available agent?
- A . Bullseye ACD
- B . Standard ACD
- C . Skills based routing
- D . All of the above
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?
- A . Default Menu choice
- B . Menu options
- C . Add blank audio
- D . Menu prompt
Why are skills and languages configured separately?
- A . So that skills can have a more granular competency rating than languages
- B . So that an agent with a skill can receive an interaction regardless of the language requirement
- C . So that an agent with a language capability can receive an interaction regardless of the skill requirement
- D . Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
What are callable time sets?
- A . Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- B . Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
- C . Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- D . Callable Time Sets are used to define when a campaign starts and stops.
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A . Scripts
- B . Schedules
- C . Campaign Dashboard
- D . Campaign Management
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
- A . The maximum capacity that an agent may handle simultaneously for each supported media type
- B . The after call work time for each media type
- C . The length of time that an agent may spend on each media type
- D . The number of different media types that an agent may handle simultaneously
- E . The media types that can interrupt current interactions that an agent is handling
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A . Languages
- B . Medians
- C . Skills
- D . Index Ratings
- E . Knowledge levels
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