Real Genesys GCP-GC-ADM Exam Dumps with Correct 62 Questions and Answers
Valid GCP-GC-ADM Test Answers & Genesys GCP-GC-ADM Exam PDF
Genesys GCP-GC-ADM Exam Syllabus Topics:
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NEW QUESTION 35
What two options are available to create a customized user role?
- A. Create or modify a workgroup to meet your needs
- B. Create a new Role and assign the necessary permissions to that role
- C. Create a new Group and assign the necessary permissions to the group
- D. Copy an existing role then add the necessary permissions to meet your needs
Answer: B
NEW QUESTION 36
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Monitoring
- B. Scoring
- C. Calibration
- D. Evaluation
Answer: C
NEW QUESTION 37
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Image
- B. Visual Basic Control
- C. Call Flow
- D. Text
- E. Checkbox
- F. Web Page
Answer: A,D,E,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/script-components/
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
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Email
- D. Voice
Answer: A,C,D
NEW QUESTION 40
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Skills
- B. Agent Availability
- C. Intent of Call
- D. Languages
Answer: A,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 41
What is a DNC list?
- A. A DNC list is another name for a contact list.
- B. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- C. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- D. A DNC list is a table containing phone numbers that a campaign should never dial.
Answer: B
NEW QUESTION 42
How many types of flows are supported by Architect?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION 43
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- B. Contact lists must contain the home phone number and first and last name fields, at a minimum
- C. Contact lists are read-only and cannot be updated by the agents
- D. A contact list can have its own unique structure, including an arbitrary number of phone number types
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: A,D,E
NEW QUESTION 44
By Default, Line recording is disabled.
- A. True
- B. False
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 45
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Email
- D. Voice
Answer: A,C,D
Explanation:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
NEW QUESTION 46
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. IVR prompts
- B. Dialog boxes
- C. Scripts
- D. Toast pop-ups
Answer: C
NEW QUESTION 47
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. The telephone number is wrong
- C. They are in the DNC list
- D. The call went unanswered
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 48
What is the purpose of the Wrap-up code mappings?
- A. The mappings allow you to associate wrap-up codes to specific campaigns
- B. The mappings allow you to associate wrap-up codes to specific queues
- C. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
- D. 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
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
NEW QUESTION 49
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability for customers to access their accounts via social media channels
- B. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- C. The ability to create and manage a Facebook page
- D. The ability to receive and route specific tweets to agents so that they can respond to those tweets
Answer: A
NEW QUESTION 50
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. Workforce Management
- C. Genesys Cloud Architect
- D. Genesys Cloud Reporting
Answer: B
Explanation:
Section: (none)
Explanation
NEW QUESTION 51
Recording Policies can be configured for what type(s) of contact(s)?
- A. All of the above
- B. Message
- C. Chat
- D. Email
- E. Call
Answer: E
NEW QUESTION 52
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?
- A. Communicate
- B. Genesys Cloud 3
- C. Collaborate
- D. Genesys Cloud 1
- E. Genesys Cloud 2
Answer: B
NEW QUESTION 53
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. True
- B. False
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
NEW QUESTION 54
Why must you create queues for ACD functionality to work?
- A. Queues match agents to an appropriate interaction using ACD
- B. Queues provide ACD with a means to determine the skill level requirement of an interaction
- C. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- D. Queues are the waiting lines for interactions that are routed using ACD
Answer: A
NEW QUESTION 55
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)
- A. Determine how many evaluations per hour to assign to a quality evaluator
- B. Automatically assign an evaluation for all calls over 5 minutes
- C. Set up a schedule to run a daily report
- D. Determine how long to retain recordings and whether to archive or delete them
- E. Update the Do Not Call list with records that have the appropriate wrap-up code
Answer: B,C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/
NEW QUESTION 56
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Architect
- B. Automatic Call Distribution
- C. Call Routing
- D. Scheduling
Answer: B
NEW QUESTION 57
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?
- A. Menu prompt
- B. Add blank audio
- C. Default Menu choice
- D. Menu options
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 58
What are callable time sets?
- A. Callable Time Sets are used to define when a campaign starts and stops.
- B. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- C. 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.
- D. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 59
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GCP-GC-ADM Exam Questions and Valid PMP Dumps PDF: https://www.practicematerial.com/GCP-GC-ADM-exam-materials.html
