GCP-GC-ADM Online Practice Questions and Answers

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

A. Scoring

B. Monitoring

C. Calibration

D. Evaluation

Call Recording is enabled in.

A. Admin > Telephony

B. Admin > Quality

C. Admin > Contact Center

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

A. Skills

B. Additional attribute ratings

C. Language

D. Time since the agent became available

E. Staffing requirements

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

Select the applicable options for Genesys Cloud Architect. (Choose three.)

A. Play pre-recorded messages

B. Convert text to speech

C. Configure queues

D. Configure skills

E. Receive and route calls

What is the recommended way to create a .csv file?

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

B. Create a spreadsheet and export it as a .csv file

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

D. Use a .csv application to create .csv files

What is a DNC list?

A. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

B. A DNC list is another name for a contact list.

C. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

D. A DNC list is a table containing phone numbers that a campaign should never dial.

When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

A. True

B. False

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

A. Reports

B. Performance>Agents

C. Admin>Contact Center

D. Admin>Quality

The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

A. The maximum capacity that an agent may handle simultaneously for each supported media type

B. The after call work time for each media type

C. The length of time that an agent may spend on each media type

D. The number of different media types that an agent may handle simultaneously

E. The media types that can interrupt current interactions that an agent is handling