Guaranteed Success in Genesys Certified Professional GCP-GC-ADM Exam Dumps

Genesys GCP-GC-ADM Daily Practice Exam New 2022 Updated 62 Questions

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Q15. Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration

 3, 5, 4, 2, 1

 3, 5, 1, 4, 2

 3, 5, 1, 2, 4

 3, 4, 5, 2, 1

Q16. 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?

 Dialog boxes

 Scripts

 Toast pop-ups

 IVR prompts

Q17. Why are skills and languages configured separately?

 So that skills can have a more granular competency rating than languages

 So that an agent with a skill can receive an interaction regardless of the language requirement

 So that an agent with a language capability can receive an interaction regardless of the skill requirement

 Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/

Q18. Where are Genesys Cloud call recordings stored?

 Recording Management

 Cloud

 Web Service

 AWS Cloud

Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Q19. 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.

Q20. Which of the following components can be added to scripts? (Choose all that applies.)

 Visual Basic Control

 Text

 Call Flow

 Checkbox

 Web Page

 Image

Reference:
https://help.mypurecloud.com/articles/script-components/

Q21. Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

 Reports

 Dashboards

 Dynamic Views

 All of the above

Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Q22. Which definition matches the After Call Work option Mandatory, Time-boxed?

 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.

 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.

 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.

 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

Q23. 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?

 Skill

 Time since they last handled an ACD interaction

 Cost

 Department

Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/

Q24. What two options are available to create a customized user role?

 Copy an existing role then add the necessary permissions to meet your needs

 Create a new Role and assign the necessary permissions to that role

 Create or modify a workgroup to meet your needs

 Create a new Group and assign the necessary permissions to the group

Q25. Which dialing mode allows the agent to see customer information before dialing?

 Progressive

 Predictive

 Preview

 Power

Q26. Which of the following media types can be selected when creating a report? (Choose three.)

 Email

 Chat

 Voicemail

 Voice

Q27. What is the purpose of the Wrap-up code mappings?

 The mappings allow you to associate some behavior with the wrap-up code, such as callback time

 The mappings allow you to associate wrap-up codes to specific campaigns

 The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction

 The mappings allow you to associate wrap-up codes to specific queues

Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/

Q28. ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?

 Genesys Cloud 1

 Genesys Cloud 2

 Genesys Cloud 3

 Collaborate

 Communicate

Q29. What is a critical

 Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

 Critical Questions are Questions that the agent must answer.

 Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

 If answered “No”, critical Questions will result in an evaluation score of zero for the interaction.

Q30. 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?

 The group is in the wrong Organization

 Group chat is only available to administrators

 The group is set to members only and they are not members of the group

 The group is set to public

Q31. How many types of flows are supported by Architect?

 5

 6

 7

 8

Q32. What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

 Scoring

 Monitoring

 Calibration

 Evaluation

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