GCP-GC-ADM Online Practice Questions and Answers

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

A. Languages

B. Intent of Call

C. Skills

D. Agent Availability

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

A. User

B. Menu

C. Data

D. System

Which ACD routing method routes interaction to the next available agent?

A. Bullseye ACD

B. Standard ACD

C. Skills based routing

D. All of the above

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

A. Voice

B. Email

C. Voicemail

D. Chat

Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?

A. The group is in the wrong Organization

B. Group chat is only available to administrators

C. The group is set to members only and they are not members of the group

D. The group is set to public

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

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.

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

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

A. Account Codes

B. Wrap-up Codes

C. Resolution Codes

D. Status

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

A. Manual Scheduling

B. Load based Scheduling

C. Automated Scheduling

D. All of the above