Genesys GCP-GC-ADM - Genesys Cloud Certified Professional - Contact Center Admin Exam
Page: 3 / 12
Total 60 questions
Question #11 (Topic: Topic 1)
Which definition matches the After Call Work option Mandatory, Discretionary?
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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
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 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.
Answer: B
Question #12 (Topic: Topic 1)
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
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, 4, 2, 1
B. 3, 5, 1, 4, 2
C. 3, 5, 1, 2, 4
D. 3, 4, 5, 2, 1
Answer: C
Question #13 (Topic: Topic 1)
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)
A. Update the Do Not Call list with records that have the appropriate wrap-up code
B. Determine how many evaluations per hour to assign to a quality evaluator
C. Set up a schedule to run a daily report
D. Automatically assign an evaluation for all calls over 5 minutes
E. Determine how long to retain recordings and whether to archive or delete them
Answer: BDE
Question #14 (Topic: Topic 1)
What are callable time sets?
A. 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.
B. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
C. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
D. Callable Time Sets are used to define when a campaign starts and stops.
Answer: D
Question #15 (Topic: Topic 1)
Which option provides the ability for an email interaction to be interrupted by voice?
A. Admin>Contact Center>Utilization
B. Admin>Contact Center>ACD Skills
C. Admin>Routing>Emergencies
D. Admin>Routing>Disconnect Interactions
Answer: A
