New GCP-GC-ADM Test Materials & Valid GCP-GC-ADM Test Engine
GCP-GC-ADM Updated Exam Dumps [2022] Practice Valid Exam Dumps Question
NEW QUESTION 31
Which of the following options are used when scheduling a report? (Choose three.)
- A. Custom Date Range
- B. Time period
- C. Recurrences
- D. Time zone
- E. Start Time
Answer: A,B,C
NEW QUESTION 32
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Performance>Agents
- B. Admin>Quality
- C. Admin>Contact Center
- D. Reports
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 33
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?
- A. The group is set to members only and they are not members of the group
- B. The group is in the wrong Organization
- C. Group chat is only available to administrators
- D. The group is set to public
Answer: B
NEW QUESTION 34
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Visual Basic Control
- B. Web Page
- C. Call Flow
- D. Image
- E. Text
- F. Checkbox
Answer: B,D,E,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/script-components/
NEW QUESTION 35
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)
- A. Language
- B. Time since the agent became available
- C. Staffing requirements
- D. Additional attribute ratings
- E. Skills
Answer: A,B,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 36
A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?
- A. Time since they last handled an ACD interaction
- B. Department
- C. Skill
- D. Cost
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
NEW QUESTION 37
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Dynamic Views
- B. Dashboards
- C. All of the above
- D. Reports
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 38
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. False
- B. True
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
NEW QUESTION 39
The deviation from the forecast versus the real time can be monitored in the best way through
.
- A. Historical adherence
- B. View Agent schedule
- C. Intraday monitoring
- D. Real time adherence
Answer: D
Explanation:
Reference:
https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
NEW QUESTION 40
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 media types that can interrupt current interactions that an agent is handling
- C. The number of different media types that an agent may handle simultaneously
- D. The after call work time for each media type
- E. The length of time that an agent may spend on each media type
Answer: A,B,C
NEW QUESTION 41
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Schedules
- B. Campaign Management
- C. Scripts
- D. Campaign Dashboard
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 42
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Status
- B. Wrap-up Codes
- C. Account Codes
- D. Resolution Codes
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 43
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. Contact lists are read-only and cannot be updated by the agents
- B. Contact lists must contain the home phone number and first and last name fields, at a minimum
- C. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- D. A contact list can have its own unique structure, including an arbitrary number of phone number types
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: C,D,E
NEW QUESTION 44
ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?
- A. Collaborate
- B. Communicate
- C. Genesys Cloud 1
- D. Genesys Cloud 2
- E. Genesys Cloud 3
Answer: E
NEW QUESTION 45
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Reports
- B. Dynamic Views
- C. Dashboard
- D. Interaction
Answer: A,C,D
NEW QUESTION 46
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
Answer: D
NEW QUESTION 47
Which definition matches the After Call Work option Optional?
- A. 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.
- 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 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 48
Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
- A. Workflow Process Automation
- B. Genesys Cloud Reporting
- C. Workforce Management
- D. Genesys Cloud Architect
Answer: C
Explanation:
Section: (none)
Explanation
NEW QUESTION 49
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