Genesys GCP-GC-ADM Exam Actual Questions

Name: Genesys Cloud Certified Professional - Contact Center Admin
Brand: QA4Exam
SKU: GCP-GC-ADM
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The questions for GCP-GC-ADM were last updated on Oct 2, 2024.

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Question No. 1

Why must you create queues for ACD functionality to work?

AQueues are the waiting lines for the agents who will be assigned interactions through ACD

BQueues provide ACD with a means to determine the skill level requirement of an interaction

CQueues are the waiting lines for interactions that are routed using ACD

DQueues match agents to an appropriate interaction using ACD

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Correct Answer: D

Question No. 2

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

AThe maximum capacity that an agent may handle simultaneously for each supported media type

BThe after call work time for each media type

CThe length of time that an agent may spend on each media type

DThe number of different media types that an agent may handle simultaneously

EThe media types that can interrupt current interactions that an agent is handling

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Correct Answer: A, D, E

Question No. 3

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

AArchitect

BAutomatic Call Distribution

CCall Routing

DScheduling

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Correct Answer: B

Question No. 4

Which definition matches the ACD Evaluation Method Best Available Skills?

ALooks for the first available agent and ignores any skill requirements

BMatches the interaction to the first available agent who has all of the requested skills

CEvaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills

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Correct Answer: C

ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.

Question No. 5

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

AThe 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.

BThe 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.

CThe 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.

DThe 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.

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Correct Answer: D

https://help.mypurecloud.com/articles/configure-call-work-settings/

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