Download Genesys Cloud Certified Professional - Contact Center Admin.GCP-GC-ADM.VCEplus.2021-06-22.60q.vcex

Vendor: Genesys
Exam Code: GCP-GC-ADM
Exam Name: Genesys Cloud Certified Professional - Contact Center Admin
Date: Jun 22, 2021
File Size: 35 KB
Downloads: 4
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Demo Questions

Question 1
A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?
  1. Skill
  2. Time since they last handled an ACD interaction
  3. Cost
  4. Department
Correct answer: A
Explanation:
Reference: https://help.mypurecloud.com/articles/specify-routing-ettings/
Reference: https://help.mypurecloud.com/articles/specify-routing-ettings/
Question 2
Which definition matches the After Call Work option Mandatory, Time-boxed?
  1. 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.
  2. 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 CallWork early.
  3. 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 AfterCall Work early.
  4. 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.  
Correct answer: B
Explanation:
Reference: https://help.mypurecloud.com/articles/configure-call-work-settings/
Reference: https://help.mypurecloud.com/articles/configure-call-work-settings/
Question 3
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?
  1. Workforce Management
  2. Workflow Process Automation
  3. Genesys Cloud Architect
  4. Genesys Cloud Reporting
Correct answer: A
Explanation:
Reference: https://help.genesys.com/pureconnect/desktop/printables/optimizer_help.pdf
Reference: 
https://help.genesys.com/pureconnect/desktop/printables/optimizer_help.pdf
Question 4
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
  1. Employee 
  2. Master Admin
  3. Genesys Cloud User
  4. Admin
  5. Telephony Admin
Correct answer: AD
Explanation:
Reference: https://help.mypurecloud.com/articles/about-roles-permissions/
Reference: https://help.mypurecloud.com/articles/about-roles-permissions/
Question 5
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.)
  1. Blank Script
  2. Default Callback Script
  3. Default Inbound Script
  4. Default Outbound Script
  5. Collection Script Template
  6. Sales Script Template
Correct answer: EF
Explanation:
 
 
Question 6
What does it imply when a campaign does not dial a list of telephone numbers?
  1. They are in the DNC list
  2. The call went unanswered
  3. Unable to reach the customer
  4. The telephone number is wrong
Correct answer: A
Explanation:
Reference: https://help.mypurecloud.com/articles/not-call-lists-view/
Reference: 
https://help.mypurecloud.com/articles/not-call-lists-view/
Question 7
Select the applicable options for Genesys Cloud Architect. (Choose three.)
  1. Play pre-recorded messages
  2. Convert text to speech
  3. Configure queues
  4. Configure skills
  5. Receive and route calls
Correct answer: ABC
Explanation:
Reference: https://help.mypurecloud.com/articles/architect-features/
Reference: https://help.mypurecloud.com/articles/architect-features/
Question 8
The deviation from the forecast versus the real time can be monitored in the best way through ________________.
  1. Real time adherence
  2. Historical adherence
  3. Intraday monitoring
  4. View Agent schedule
Correct answer: A
Explanation:
Reference: https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
Reference: https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
Question 9
Which of the following media types can be selected when creating a report? (Choose three.)
  1. Voice
  2. Email
  3. Voicemail
  4. Chat  
Correct answer: ABD
Explanation:
Reference: https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
Reference: https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
Question 10
What is the recommended way to create a .csv file?
  1. Use a text editor, such as Notepad, to create your .csv files
  2. Create a spreadsheet and export it as a .csv file
  3. Use a word processing application, such as Microsoft Word, to create your .csv files
  4. Use a .csv application to create .csv files
Correct answer: D
Explanation:
Reference: https://help.mypurecloud.com/articles/prepare-source-csv-file/
Reference: 
https://help.mypurecloud.com/articles/prepare-source-csv-file/
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