Question No. 1

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

ASkills

BAdditional attribute ratings

CLanguage

DTime since the agent became available

EStaffing requirements

Show Answer

Correct Answer: A, C, D

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Question No. 2

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

AAccount Codes

BWrap-up Codes

CResolution Codes

DStatus

Show Answer

Correct Answer: B

https://help.mypurecloud.com/articles/specify-wrap-codes/

Question No. 3

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

AThe 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.

BThe 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.

CThe 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.

DThe 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.

Show Answer

Correct Answer: D

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

Question No. 4

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

AScripts

BSchedules

CCampaign Dashboard

DCampaign Management

Show Answer

Correct Answer: D

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Question No. 5

What does it imply when a campaign does not dial a list of telephone numbers?

AThey are in the DNC list

BThe call went unanswered

CUnable to reach the customer

DThe telephone number is wrong

Show Answer

Correct Answer: A

https://help.mypurecloud.com/articles/not-call-lists-view/

Free Genesys GCP-GC-ADM Exam Actual Questions

The questions for GCP-GC-ADM were last updated On Dec 16, 2024