Latest Genesys GCP-GC-ADM Exam questions and answers [Q20-Q38]

NEW QUESTION 20
What is the purpose of the Wrap-up code mappings?

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

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

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

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

NEW QUESTION 21
What is a fatal question in an Evaluation Form?

Fatal Questions have a heavier weight than non-fatal Questions

Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero

Fatal Questions are also critical Questions. If scored “No” the agent will be terminated

Fatal Questions are the same as critical Questions

NEW QUESTION 22
Which of the following media types can be selected when creating a report? (Choose three.)

Voice

Email

Voicemail

Chat

NEW QUESTION 23
What would you select from the Admin>Outbound Dialing menu to create a new campaign?

Scripts

Schedules

Campaign Dashboard

Campaign Management

NEW QUESTION 24
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

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.

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.

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.

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.

NEW QUESTION 25
Which ACD routing method routes interaction to the next available agent?

Bullseye ACD

Standard ACD

Skills based routing

All of the above

NEW QUESTION 26
Which dialing mode allows the agent to see customer information before dialing?

Progressive

Predictive

Preview

Power

NEW QUESTION 27
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?

Workforce Management

Workflow Process Automation

Genesys Cloud Architect

Genesys Cloud Reporting

NEW QUESTION 28
Recording Policies can be configured for what type(s) of contact(s)?

Call

Chat

Email

Message

All of the above

NEW QUESTION 29
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

Reports

Dashboards

Dynamic Views

All of the above

NEW QUESTION 30
By Default, Line recording is disabled.

True

False

NEW QUESTION 31
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

Languages

Medians

Skills

Index Ratings

Knowledge levels

NEW QUESTION 32
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?

The group is in the wrong Organization

Group chat is only available to administrators

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

The group is set to public

NEW QUESTION 33
Which of the following options are used when scheduling a report? (Choose three.)

Custom Date Range

Recurrences

Start Time

Time period

Time zone

NEW QUESTION 34
Select the types of scheduling available in Genesys Cloud. (Choose two.)

Manual Scheduling

Load based Scheduling

Automated Scheduling

All of the above

NEW QUESTION 35
Which definition matches the After Call Work option Mandatory, Discretionary?

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.

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.

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.

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.

NEW QUESTION 36
Which definition matches the After Call Work option Optional?

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.

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.

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.

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.

NEW QUESTION 37
Which of the following media types can be selected when creating a report? (Choose three.)

Email

Chat

Voicemail

Voice

NEW QUESTION 38
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

Scoring

Monitoring

Calibration

Evaluation

Latest Genesys GCP-GC-ADM Exam questions and answers [Q20-Q38]

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