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Latest Genesys GCP-GC-ADM Real Exam Dumps PDF
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NEW QUESTION 26
Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)
- A. Telephony Admin
- B. Admin
- C. Master Admin
- D. Employee
- E. Genesys Cloud User
Answer: B,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-roles-permissions/
NEW QUESTION 27
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. All of the above
- B. Dashboards
- C. Dynamic Views
- D. Reports
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 28
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. True
- B. False
Answer: A
NEW QUESTION 29
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Wrap-up Codes
- B. Resolution Codes
- C. Status
- D. Account Codes
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 30
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)
- A. Skills
- B. Language
- C. Staffing requirements
- D. Additional attribute ratings
- E. Time since the agent became available
Answer: A,B,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 31
Why are skills and languages configured separately?
- A. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
- B. So that skills can have a more granular competency rating than languages
- C. So that an agent with a skill can receive an interaction regardless of the language requirement
- D. So that an agent with a language capability can receive an interaction regardless of the skill requirement
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/
NEW QUESTION 32
By Default, Line recording is disabled.
- A. True
- B. False
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 33
Select the categories of Prompts in Architect. (Choose two.)
- A. Data
- B. System
- C. Menu
- D. User
Answer: B,D
NEW QUESTION 34
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 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 not set themselves to Available if they complete their After Call Work early.
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 35
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- B. Fatal Questions have a heavier weight than non-fatal Questions
- C. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
- D. Fatal Questions are the same as critical Questions
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 36
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 37
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 38
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Skills
- B. Language
- C. Roles
- D. Queue
Answer: A,B
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 39
Which dialing mode allows the agent to see customer information before dialing?
- A. Preview
- B. Predictive
- C. Progressive
- D. Power
Answer: A
NEW QUESTION 40
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Skills based routing
- C. Standard ACD
- D. Bullseye ACD
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 41
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 42
Which definition matches the After Call Work option Mandatory, Time-boxed?
- 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 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.
- 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: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 43
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, 1, 2, 4
- B. 3, 5, 4, 2, 1
- C. 3, 5, 1, 4, 2
- D. 3, 4, 5, 2, 1
Answer: A
NEW QUESTION 44
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GCP-GC-ADM Exam Dumps, GCP-GC-ADM Practice Test Questions: https://drive.google.com/open?id=1aXGvTYPRMZUQu8gRlxetrRZxrng7ZAp2