Valid GCP-GC-ADM Exam Q&A PDF GCP-GC-ADM Dump is Ready (Updated 62 Questions) [Q18-Q40]

Valid GCP-GC-ADM Exam Q&A PDF GCP-GC-ADM Dump is Ready (Updated 62 Questions)

Exam Questions and Answers for  GCP-GC-ADM Study Guide

Q18. If you navigate away from the page without saving the Script, you will not lose any work you have completed.

 True

 False

Q19. Which of the following options are used when scheduling a report? (Choose three.)

 Custom Date Range

 Recurrences

 Start Time

 Time period

 Time zone

Q20. 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/

Q21. Call Recording is enabled in .

 Admin > Telephony

 Admin > Quality

 Admin > Contact Center

Q22. 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.

Q23. 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/

Q24. When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

 True

 False

Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Q25. Select the types of scheduling available in Genesys Cloud. (Choose two.)

 Manual Scheduling

 Load based Scheduling

 Automated Scheduling

 All of the above

Q26. Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

 Reports

 Performance>Agents

 Admin>Contact Center

 Admin>Quality

Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/

Q27. 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/

Q28. 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?

 Workforce Management

 Workflow Process Automation

 Genesys Cloud Architect

 Genesys Cloud Reporting

Section: (none)
Explanation

Q29. 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

Q30. Which option provides the ability for an email interaction to be interrupted by voice?

 Admin>Contact Center>Utilization

 Admin>Contact Center>ACD Skills

 Admin>Routing>Emergencies

 Admin>Routing>Disconnect Interactions

Q31. Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

 Skills

 Additional attribute ratings

 Language

 Time since the agent became available

 Staffing requirements

Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Q32. 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/

Q33. Select the categories of Prompts in Architect. (Choose two.)

 User

 Menu

 Data

 System

Q34. How many types of flows are supported by Architect?

 5

 6

 7

 8

Q35. What is the Alerting Timeout with regard to Queue configuration?

 This is how long the interaction will alert before disconnecting

 This is how long the agent has to complete after call work

 This is how long the interaction will wait to begin alerting the agent

 This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding

Q36. Select the applicable options for Genesys Cloud Architect. (Choose three.)

 Play pre-recorded messages

 Convert text to speech

 Configure queues

 Configure skills

 Receive and route calls

Q37. 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.

Q38. Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

 Language

 Roles

 Skills

 Queue

Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/

Q39. 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.)

 Blank Script

 Default Callback Script

 Default Inbound Script

 Default Outbound Script

 Collection Script Template

 Sales Script Template

Q40. What is the recommended way to create a .csv file?

 Use a text editor, such as Notepad, to create your .csv files

 Create a spreadsheet and export it as a .csv file

 Use a word processing application, such as Microsoft Word, to create your .csv files

 Use a .csv application to create .csv files

Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/

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