[Jan-2022] Download Real Genesys GCP-GC-ADM Exam Dumps Test Engine Exam Questions
New GCP-GC-ADM exam dumps Use Updated Genesys Exam
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NEW QUESTION 27
Select the categories of Prompts in Architect. (Choose two.)
- A. Data
- B. System
- C. Menu
- D. User
Answer: B,D
NEW QUESTION 28
Why must you create queues for ACD functionality to work?
- A. Queues match agents to an appropriate interaction using ACD
- B. Queues provide ACD with a means to determine the skill level requirement of an interaction
- C. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- D. Queues are the waiting lines for interactions that are routed using ACD
Answer: A
NEW QUESTION 29
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Scripts
- B. Campaign Dashboard
- C. Campaign Management
- D. Schedules
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 30
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Looks for the first available agent and ignores any skill requirements
- B. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
- C. Matches the interaction to the first available agent who has all of the requested skills
Answer: B
Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION 31
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 32
What are callable time sets?
- A. Callable Time Sets are used to define when a campaign starts and stops.
- B. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- C. 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.
- D. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 33
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)
- A. Determine how many evaluations per hour to assign to a quality evaluator
- B. Automatically assign an evaluation for all calls over 5 minutes
- C. Set up a schedule to run a daily report
- D. Determine how long to retain recordings and whether to archive or delete them
- E. Update the Do Not Call list with records that have the appropriate wrap-up code
Answer: B,C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/
NEW QUESTION 34
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Email
- D. Voice
Answer: A,C,D
NEW QUESTION 35
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 36
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Admin>Contact Center
- B. Performance>Agents
- C. Admin>Quality
- D. Reports
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 37
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. The telephone number is wrong
- C. They are in the DNC list
- D. The call went unanswered
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 38
Which dialing mode allows the agent to see customer information before dialing?
- A. Preview
- B. Predictive
- C. Progressive
- D. Power
Answer: A
NEW QUESTION 39
Call Recording is enabled in .
- A. Admin > Telephony
- B. Admin > Contact Center
- C. Admin > Quality
Answer: A
NEW QUESTION 40
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 41
The deviation from the forecast versus the real time can be monitored in the best way through
.
- A. View Agent schedule
- B. Real time adherence
- C. Historical adherence
- D. Intraday monitoring
Answer: B
Explanation:
Reference:
https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
NEW QUESTION 42
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