GCP-GC-ADM Online Practice Questions and Answers

Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

A. Reports

B. Dynamic Views

C. Dashboard

D. Interaction

Why are skills and languages configured separately?

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

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

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

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

How many types of flows are supported by Architect?

A. 5

B. 6

C. 7

D. 8

If you navigate away from the page without saving the Script, you will not lose any work you have completed.

A. True

B. False

What would you select from the Performance menu to view real-time statistics for all active campaigns?

A. Scripts

B. Campaign Management

C. Outbound Campaigns

D. Schedules

Which ACD routing method routes interaction to the next available agent?

A. Bullseye ACD

B. Standard ACD

C. Skills based routing

D. All of the above

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

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

A. True

B. False

What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

A. The ability to receive and route specific tweets to agents so that they can respond to those tweets

B. The ability to create and manage a Facebook page

C. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

D. The ability for customers to access their accounts via social media channels

A system that routes interactions based on an algorithm which determines the best available agent for an interaction

A. Architect

B. Automatic Call Distribution

C. Call Routing

D. Scheduling