GCP-GC-ADM Online Practice Questions and Answers

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

A. Languages

B. Intent of Call

C. Skills

D. Agent Availability

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

A. 3, 5, 4, 2, 1

B. 3, 5, 1, 4, 2

C. 3, 5, 1, 2, 4

D. 3, 4, 5, 2, 1

By Default, Line recording is disabled.

A. True

B. False

What is the Alerting Timeout with regard to Queue configuration?

A. This is how long the interaction will alert before disconnecting

B. This is how long the agent has to complete after call work

C. This is how long the interaction will wait to begin alerting the agent

D. This is how long the interaction will alert before timing out and setting the agent's status to Not Responding

What statements are true regarding contact lists used for outbound campaigns? (Choose three.)

A. Contact lists must contain the home phone number and first and last name fields, at a minimum

B. Contact lists are read-only and cannot be updated by the agents

C. A contact list can have its own unique structure, including an arbitrary number of phone number types

D. Each campaign can have its own contact list, or contact lists can be shared among campaigns

E. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name

What browsers are supported for use with all Genesys Cloud features? (Choose two.)

A. Internet Explorer

B. Firefox

C. Chrome

D. Safari

E. Opera

F. Avant

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

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

Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

A. Reports

B. Dashboards

C. Dynamic Views

D. All of the above

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

A. Account Codes

B. Wrap-up Codes

C. Resolution Codes

D. Status

If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)

A. Blank Script

B. Default Callback Script

C. Default Inbound Script

D. Default Outbound Script

E. Collection Script Template

F. Sales Script Template