Easily To Pass New Genesys GCP-GC-ADM Dumps with 62 Questions
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NEW QUESTION 22
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are the same as critical Questions
- B. Fatal Questions have a heavier weight than non-fatal Questions
- C. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- D. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 23
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Languages
- B. Medians
- C. Index Ratings
- D. Skills
- E. Knowledge levels
Answer: D,E
NEW QUESTION 24
By Default, Line recording is disabled.
- A. False
- B. True
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 25
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 26
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- B. The ability to create and manage a Facebook page
- C. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 27
Which ACD routing method routes interaction to the next available agent?
- A. Bullseye ACD
- B. All of the above
- C. Skills based routing
- D. Standard ACD
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 28
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. Contact lists are read-only and cannot be updated by the agents
- B. Each campaign can have its own contact list, or contact lists can be shared among campaigns
- C. Contact lists must contain the home phone number and first and last name fields, at a minimum
- D. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- E. A contact list can have its own unique structure, including an arbitrary number of phone number types
Answer: B,D,E
NEW QUESTION 29
The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION 30
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Intent of Call
- B. Agent Availability
- C. Languages
- D. Skills
Answer: C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 31
Select the categories of Prompts in Architect. (Choose two.)
- A. Menu
- B. Data
- C. System
- D. User
Answer: C,D
NEW QUESTION 32
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Reports
- B. Admin>Contact Center
- C. Performance>Agents
- D. Admin>Quality
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 33
What is the Alerting Timeout with regard to Queue configuration?
- A. This is how long the agent has to complete after call work
- B. This is how long the interaction will wait to begin alerting the agent
- C. This is how long the interaction will alert before disconnecting
- D. This is how long the interaction will alert before timing out and setting the agent's status to Not Responding
Answer: B
NEW QUESTION 34
What is a critical
- A. 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.
- B. Critical Questions are Questions that the agent must answer.
- C. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
- D. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
Answer: A
NEW QUESTION 35
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Firefox
- B. Opera
- C. Chrome
- D. Internet Explorer
- E. Safari
- F. Avant
Answer: A,C
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 36
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Matches the interaction to the first available agent who has all of the requested skills
- 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. Looks for the first available agent and ignores any skill requirements
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 37
Which definition matches the After Call Work option Mandatory, Time-boxed?
- A. 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.
- 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 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.
- D. 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.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 38
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Management
- B. Campaign Dashboard
- C. Scripts
- D. Schedules
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 39
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?
- A. Cost
- B. Time since they last handled an ACD interaction
- C. Skill
- D. Department
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
NEW QUESTION 40
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. 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.
- 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 not 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 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.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 41
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. False
- B. True
Answer: B
NEW QUESTION 42
Which definition matches the After Call Work option Optional?
- A. 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.
- 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 not set themselves to Available if they complete their After Call Work early.
- D. 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.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 43
What two options are available to create a customized user role?
- A. Copy an existing role then add the necessary permissions to meet your needs
- B. Create or modify a workgroup to meet your needs
- C. Create a new Group and assign the necessary permissions to the group
- D. Create a new Role and assign the necessary permissions to that role
Answer: D
NEW QUESTION 44
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