GCP-GC-ADM Premium Files Updated Sep-2022 Practice Valid Exam Dumps Question
Practice with GCP-GC-ADM Dumps for Genesys Certified Professional Certified Exam Questions & Answer
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Do you want to get a head start in the Genesys GCP GC ADM certification exam? To help you prepare for this difficult test, we've compiled a list of publicly available resources that will allow you to brush up on your Genesys knowledge and skills. We've also prepared the following study guide, outlining the most important aspects of Genesys that you should know for this particular exam. GCP GC ADM exam dumps are an excellent choice if you want to learn more about Genesys concepts and ensure you are fully prepared for the Genesys GCP certification exam. You can find more great study guides at our site.
Certification Topics of Genesys GCP GC ADM Exam
Awareness of Genesys GCP GC ADM exam topics is the only way you can get a passing score. These topics include:
- Issues that professionals face while working on this technology 10%
- Miscellaneous information about GC-ADM exam and related issues 10%.
- The benefits of the GCP certification 10%
- The importance of Genesys GCP certification 50%
- Issues with the process of achieving the certification 20%
NEW QUESTION 31
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 media types that can interrupt current interactions that an agent is handling
- C. The number of different media types that an agent may handle simultaneously
- D. The after call work time for each media type
- E. The length of time that an agent may spend on each media type
Answer: A,B,C
NEW QUESTION 32
What is a fatal question in an Evaluation Form?
- A. Fatal Questions have a heavier weight than non-fatal Questions
- B. Fatal Questions are the same as critical Questions
- C. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
- D. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 33
Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?
- A. The group is set to members only and they are not members of the group
- B. The group is in the wrong Organization
- C. Group chat is only available to administrators
- D. The group is set to public
Answer: B
NEW QUESTION 34
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Performance>Agents
- B. Admin>Quality
- C. Admin>Contact Center
- D. Reports
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 35
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)
- A. Language
- B. Time since the agent became available
- C. Staffing requirements
- D. Additional attribute ratings
- E. Skills
Answer: A,B,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 36
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Master Admin
- B. Admin
- C. Telephony Admin
- D. Genesys Cloud User
- E. Employee
Answer: B,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 37
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. False
- B. True
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
NEW QUESTION 38
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Looks for the first available agent and ignores any skill requirements
- B. 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
- C. Matches the interaction to the first available agent who has all of the requested skills
Answer: B
Explanation:
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.
NEW QUESTION 39
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Schedules
- B. Campaign Management
- C. Scripts
- D. Campaign Dashboard
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 40
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?
- A. Workflow Process Automation
- B. Genesys Cloud Reporting
- C. Workforce Management
- D. Genesys Cloud Architect
Answer: C
Explanation:
Section: (none)
Explanation
NEW QUESTION 41
What does it imply when a campaign does not dial a list of telephone numbers?
- A. They are in the DNC list
- B. The call went unanswered
- C. Unable to reach the customer
- D. The telephone number is wrong
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 42
Why must you create queues for ACD functionality to work?
- A. Queues match agents to an appropriate interaction using ACD
- B. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- C. Queues are the waiting lines for interactions that are routed using ACD
- D. Queues provide ACD with a means to determine the skill level requirement of an interaction
Answer: A
NEW QUESTION 43
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- 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 not set themselves to Available if they complete their After Call Work early.
- B. 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.
- C. 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.
- 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.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 44
Where are Genesys Cloud call recordings stored?
- A. Recording Management
- B. Web Service
- C. AWS Cloud
- D. Cloud
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 45
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Intent of Call
- B. Languages
- C. Agent Availability
- D. Skills
Answer: B,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 46
Which definition matches the After Call Work option Mandatory, Time-boxed?
- 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 not 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 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 47
Why are skills and languages configured separately?
- A. So that an agent with a language capability can receive an interaction regardless of the skill requirement
- B. So that an agent with a skill can receive an interaction regardless of the language requirement
- C. So that skills can have a more granular competency rating than languages
- D. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/
NEW QUESTION 48
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?
- A. Toast pop-ups
- B. Dialog boxes
- C. Scripts
- D. IVR prompts
Answer: C
NEW QUESTION 49
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