GCP-GC-ADM Online Practice Questions and Answers

Why are skills and languages configured separately?

A. So that skills can have a more granular competency rating than languages

B. So that an agent with a skill can receive an interaction regardless of the language requirement

C. So that an agent with a language capability can receive an interaction regardless of the skill requirement

D. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

Which of the following components can be added to scripts? (Choose all that applies.)

A. Visual Basic Control

B. Text

C. Call Flow

D. Checkbox

E. Web Page

F. Image

Call Recording is enabled in.

A. Admin > Telephony

B. Admin > Quality

C. Admin > Contact Center

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

What is the Alerting Timeout with regard to Queue configuration?

A. This is how long the interaction will alert before disconnecting

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

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

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

What is the purpose of the Wrap-up code mappings?

A. The mappings allow you to associate some behavior with the wrap-up code, such as callback time

B. The mappings allow you to associate wrap-up codes to specific campaigns

C. 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

D. The mappings allow you to associate wrap-up codes to specific queues

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

A. Reports

B. Performance>Agents

C. Admin>Contact Center

D. Admin>Quality

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

A. Language

B. Roles

C. Skills

D. Queue

Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

A. Reports

B. Dashboards

C. Dynamic Views

D. All of the above

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