[Jun 01, 2022] Get New GCP-GC-ADM Certification – Valid Exam Dumps Questions [Q24-Q42]

[Jun 01, 2022] Get New GCP-GC-ADM Certification – Valid Exam Dumps Questions

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NO.24 Which dialing mode allows the agent to see customer information before dialing?

 Progressive

 Predictive

 Preview

 Power

NO.25 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

NO.26 What is the recommended way to create a .csv file?

 Use a text editor, such as Notepad, to create your .csv files

 Create a spreadsheet and export it as a .csv file

 Use a word processing application, such as Microsoft Word, to create your .csv files

 Use a .csv application to create .csv files

Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/

NO.27 Call Recording is enabled in .

 Admin > Telephony

 Admin > Quality

 Admin > Contact Center

NO.28 A system that routes interactions based on an algorithm which determines the best available agent for an interaction

 Architect

 Automatic Call Distribution

 Call Routing

 Scheduling

NO.29 When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

 True

 False

Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/

NO.30 If you navigate away from the page without saving the Script, you will not lose any work you have completed.

 True

 False

NO.31 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

NO.32 Which of the following media types can be selected when creating a report? (Choose three.)

 Voice

 Email

 Voicemail

 Chat

Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE

NO.33 What are callable time sets?

 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.

 Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

 Callable Time Sets provide a way to define your own time zones to associate with a campaign.

 Callable Time Sets are used to define when a campaign starts and stops.

Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/

NO.34 By Default, Line recording is disabled.

 True

 False

Reference:
https://help.mypurecloud.com/articles/enable-line-recording/

NO.35 Which of the following components can be added to scripts? (Choose all that applies.)

 Visual Basic Control

 Text

 Call Flow

 Checkbox

 Web Page

 Image

Reference:
https://help.mypurecloud.com/articles/script-components/

NO.36 Which option provides the ability for an email interaction to be interrupted by voice?

 Admin>Contact Center>Utilization

 Admin>Contact Center>ACD Skills

 Admin>Routing>Emergencies

 Admin>Routing>Disconnect Interactions

NO.37 Why are skills and languages configured separately?

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

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

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

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

Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/

NO.38 How many types of flows are supported by Architect?

 5

 6

 7

 8

NO.39 Which of the following options are used when scheduling a report? (Choose three.)

 Custom Date Range

 Recurrences

 Start Time

 Time period

 Time zone

NO.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

 3, 5, 4, 2, 1

 3, 5, 1, 4, 2

 3, 5, 1, 2, 4

 3, 4, 5, 2, 1

NO.41 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?

 Dialog boxes

 Scripts

 Toast pop-ups

 IVR prompts

NO.42 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

 Loading …

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