GCP-GC-ADM Online Practice Questions and Answers

Which of the following components can be added to scripts? (Choose all that applies.)

A. Visual Basic Control

B. Text

C. Call Flow

D. Checkbox

E. Web Page

F. Image

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

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

A. They are in the DNC list

B. The call went unanswered

C. Unable to reach the customer

D. The telephone number is wrong

The deviation from the forecast versus the real time can be monitored in the best way through

A. Real time adherence

B. Historical adherence

C. Intraday monitoring

D. View Agent schedule

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.

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

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

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

Where are Genesys Cloud call recordings stored?

A. Recording Management

B. Cloud

C. Web Service

D. AWS Cloud

Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

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

D. 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.