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Genesys GCP-GC-ADM Dumps

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Total 60 questions
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Genesys Cloud Certified Professional - Contact Center Administration Questions and Answers

Question 1

Where are Genesys Cloud call recordings stored?

Options:

A.

Recording Management

B.

Cloud

C.

Web Service

D.

AWS Cloud

Question 2

Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)

Options:

A.

Employee

B.

Master Admin

C.

Genesys Cloud User

D.

Admin

E.

Telephony Admin

Question 3

What is the purpose of the Wrap-up code mappings?

Options:

A.

The mappings allow you to associate some behavior with the wrap-up code, such as callback time

B.

The mappings allow you to associate wrap-up codes to specific campaigns

C.

The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction

D.

The mappings allow you to associate wrap-up codes to specific queues

Question 4

Which definition matches the After Call Work option Mandatory, Time-boxed?

Options:

A.

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.

B.

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.

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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

Question 5

Several people have complained that they try to join a group chat and they can’t find the group in a search. What is the most likely reason?

Options:

A.

The group is in the wrong Organization

B.

Group chat is only available to administrators

C.

The group is set to members only and they are not members of the group

D.

The group is set to public

Question 6

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

Options:

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

Question 7

What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

Options:

A.

Languages

B.

Medians

C.

Skills

D.

Index Ratings

E.

Knowledge levels

Question 8

Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

Options:

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

Question 9

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

Options:

A.

They are in the DNC list

B.

The call went unanswered

C.

Unable to reach the customer

D.

The telephone number is wrong

Page: 1 / 2
Total 60 questions
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