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Exam Code: GCP-GC-ADM
Exam Title: Genesys Cloud Certified Professional - Contact Center Administration
Vendor: Genesys
Exam Questions: 60
Last Updated: December 18th,2024

Question 1

Which of the following options are used when scheduling a report? (Choose three.)

A. Time period
B. Custom Date Range
C. Recurrences
D. Time zone
E. Start Time

Correct Answer:ABC
Reference: https://help.mypurecloud.com/articles/configure-a-report/

Question 2

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

Correct Answer:B

Question 3

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

Correct Answer:AC
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Question 4

Why must you create queues for ACD functionality to work?

A. Queues are the waiting lines for the agents who will be assigned interactions through ACD
B. Queues provide ACD with a means to determine the skill level requirement of an interaction
C. Queues are the waiting lines for interactions that are routed using ACD
D. Queues match agents to an appropriate interaction using ACD

Correct Answer:D
Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/sag_tell_me_about_ acd_queues.htm

Question 5

What is a critical QUESTION NO: in an Evaluation Form?

A. Critical Questions are used to prioritize Questions that are critical to the success of an interactio
B. A separate critical score is calculated for critical Questions.
C. Critical Questions are Questions that the agent must answer.
D. Critical Questions are multiple choice Questions that have a higher weight than non- critical Questions.
E. If answered ??No??, critical Questions will result in an evaluation score of zero for the interaction.

Correct Answer:A
Reference: https://help.mypurecloud.com/glossary/critical-QUESTION/