genesys gcp-gc-adm practice test

Question 1

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. Skill
• B. Time since they last handled an ACD interaction
• C. Cost
• D. Department

Question 2

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.

Question 3

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. Workforce Management
B. Workflow Process Automation
C. Genesys Cloud Architect
D. Genesys Cloud Reporting

Question 4

Select all the roles that are automatically assigned by default to the user who sets up the
organization. (Choose two.)

• A. Employee
• B. Master Admin
• C. Genesys Cloud User
• D. Admin
• E. Telephony Admin

Question 5

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.)

• A. Blank Script
• B. Default Callback Script
• C. Default Inbound Script
• D. Default Outbound Script
• E. Collection Script Template
• F. Sales Script Template

Question 6

What does it imply when a campaign does not dial a list of telephone numbers?

• A. They are in the DNC list
• B. The call went unanswered
• C. Unable to reach the customer
• D. The telephone number is wrong

Question 7

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

• A. Play pre-recorded messages
• B. Convert text to speech
• C. Configure queues
• D. Configure skills
• E. Receive and route calls

Question 8

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

• A. Real time adherence
• B. Historical adherence
• C. Intraday monitoring
• D. View Agent schedule

Question 9

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

• A. Voice
• B. Email
• C. Voicemail
• D. Chat

Question 10

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

• A. Use a text editor, such as Notepad, to create your .csv files
• B. Create a spreadsheet and export it as a .csv file
• C. Use a word processing application, such as Microsoft Word, to create your .csv files
• D. Use a .csv application to create .csv files

Question 11

Which definition matches the After Call Work option Mandatory, Discretionary?

• A. 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.
• 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 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.

Question 12

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

• A. 3, 5, 4, 2, 1
• B. 3, 5, 1, 4, 2
• C. 3, 5, 1, 2, 4
• D. 3, 4, 5, 2, 1

Question 13

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

• A. Update the Do Not Call list with records that have the appropriate wrap-up code
• B. Determine how many evaluations per hour to assign to a quality evaluator
• C. Set up a schedule to run a daily report
• D. Automatically assign an evaluation for all calls over 5 minutes
• E. Determine how long to retain recordings and whether to archive or delete them

Question 14

What are callable time sets?

• A. 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.
• B. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
• C. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
• D. Callable Time Sets are used to define when a campaign starts and stops.

Question 15

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

• A. Admin>Contact Center>Utilization
• B. Admin>Contact Center>ACD Skills
• C. Admin>Routing>Emergencies
• D. Admin>Routing>Disconnect Interactions