Free GCP-GC-ADM braindumps download (GCP-GC-ADM exam dumps Free Updated May 16, 2022) [Q11-Q26]

Free GCP-GC-ADM braindumps download (GCP-GC-ADM exam dumps Free Updated May 16, 2022)

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NEW QUESTION 11
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

NEW QUESTION 12
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

NEW QUESTION 13
The deviation from the forecast versus the real time can be monitored in the best way through
.

 Real time adherence

 Historical adherence

 Intraday monitoring

 View Agent schedule

Reference:
https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf

NEW QUESTION 14
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

 Languages

 Medians

 Skills

 Index Ratings

 Knowledge levels

NEW QUESTION 15
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

 The ability to receive and route specific tweets to agents so that they can respond to those tweets

 The ability to create and manage a Facebook page

 The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

 The ability for customers to access their accounts via social media channels

NEW QUESTION 16
Where are Genesys Cloud call recordings stored?

 Recording Management

 Cloud

 Web Service

 AWS Cloud

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

NEW QUESTION 17
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/

NEW QUESTION 18
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)

 Contact lists must contain the home phone number and first and last name fields, at a minimum

 Contact lists are read-only and cannot be updated by the agents

 A contact list can have its own unique structure, including an arbitrary number of phone number types

 Each campaign can have its own contact list, or contact lists can be shared among campaigns

 To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name

NEW QUESTION 19
Which of the following options are used when scheduling a report? (Choose three.)

 Custom Date Range

 Recurrences

 Start Time

 Time period

 Time zone

NEW QUESTION 20
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

 Update the Do Not Call list with records that have the appropriate wrap-up code

 Determine how many evaluations per hour to assign to a quality evaluator

 Set up a schedule to run a daily report

 Automatically assign an evaluation for all calls over 5 minutes

 Determine how long to retain recordings and whether to archive or delete them

Reference:
https://help.mypurecloud.com/articles/about-quality-policies/

NEW QUESTION 21
Which definition matches the ACD Evaluation Method Best Available Skills?

 Looks for the first available agent and ignores any skill requirements

 Matches the interaction to the first available agent who has all of the requested skills

 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

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 22
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

 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 placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

 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.

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

NEW QUESTION 23
What are callable time sets?

 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.

 Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

 Callable Time Sets provide a way to define your own time zones to associate with a campaign.

 Callable Time Sets are used to define when a campaign starts and stops.

Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/

NEW QUESTION 24
Which dialing mode allows the agent to see customer information before dialing?

 Progressive

 Predictive

 Preview

 Power

NEW QUESTION 25
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

NEW QUESTION 26
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

 Reports

 Dynamic Views

 Dashboard

 Interaction

 Loading …

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