GCP-GC-ADM Online Training Archives

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1. Select the applicable options for Genesys Cloud Architect. (Choose three.)

Play pre-recorded messages

Convert text to speech

Configure queues

Configure skills

Receive and route calls

2. Policies automate repetitive quality management tasks .

What items could be defined as policies? (Choose three.)

Update the Do Not Call list with records that have the appropriate wrap-up code

Determine how many evaluations per hour to assign to a quality evaluator

Set up a schedule to run a daily report

Automatically assign an evaluation for all calls over 5 minutes

Determine how long to retain recordings and whether to archive or delete them

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

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

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

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

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

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

4. Which ACD routing method routes interaction to the next available agent?

Bullseye ACD

Standard ACD

Skills based routing

All of the above

5. Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

Default Menu choice

Menu options

Add blank audio

Menu prompt

6. Why are skills and languages configured separately?

So that skills can have a more granular competency rating than languages

So that an agent with a skill can receive an interaction regardless of the language requirement

So that an agent with a language capability can receive an interaction regardless of the skill requirement

Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

7. What are callable time sets?

Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.

Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

Callable Time Sets provide a way to define your own time zones to associate with a campaign.

Callable Time Sets are used to define when a campaign starts and stops.

8. What would you select from the Admin>Outbound Dialing menu to create a new campaign?

Scripts

Schedules

Campaign Dashboard

Campaign Management

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

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

The after call work time for each media type

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

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

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

10. What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

Languages

Medians

Skills

Index Ratings

Knowledge levels

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11. 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?

The group is in the wrong Organization

Group chat is only available to administrators

The group is set to members only and they are not members of the group

The group is set to public

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

Architect

Automatic Call Distribution

Call Routing

Scheduling

13. Recording Policies can be configured for what type(s) of contact(s)?

Call

Chat

Message

All of the above

14. What two options are available to create a customized user role?

Copy an existing role then add the necessary permissions to meet your needs

Create a new Role and assign the necessary permissions to that role

Create or modify a workgroup to meet your needs

Create a new Group and assign the necessary permissions to the group

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

Time period

Custom Date Range

Recurrences

Time zone

Start Time

16. Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)

Employee

Master Admin

Genesys Cloud User

Admin

Telephony Admin

17. What is a DNC list?

A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

A DNC list is another name for a contact list.

A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

A DNC list is a table containing phone numbers that a campaign should never dial.

18. Call Recording is enabled in.

Admin > Telephony

Admin > Quality

Admin > Contact Center

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

Visual Basic Control

Text

Call Flow

Checkbox

Web Page

Image

20. What would you select from the Performance menu to view real-time statistics for all active campaigns?

Scripts

Campaign Management

Outbound Campaigns

Schedules

Page 3 of 4

21. Select the applicable options for Genesys Cloud Architect. (Choose three.)

Play pre-recorded messages

Convert text to speech

Configure queues

Configure skills

Receive and route calls

22. Policies automate repetitive quality management tasks .

What items could be defined as policies? (Choose three.)

Update the Do Not Call list with records that have the appropriate wrap-up code

Determine how many evaluations per hour to assign to a quality evaluator

Set up a schedule to run a daily report

Automatically assign an evaluation for all calls over 5 minutes

Determine how long to retain recordings and whether to archive or delete them

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

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

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

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

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

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

24. Which ACD routing method routes interaction to the next available agent?

Bullseye ACD

Standard ACD

Skills based routing

All of the above

25. Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

Default Menu choice

Menu options

Add blank audio

Menu prompt

26. Why are skills and languages configured separately?

So that skills can have a more granular competency rating than languages

So that an agent with a skill can receive an interaction regardless of the language requirement

So that an agent with a language capability can receive an interaction regardless of the skill requirement

Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

27. What are callable time sets?

Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.

Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

Callable Time Sets provide a way to define your own time zones to associate with a campaign.

Callable Time Sets are used to define when a campaign starts and stops.

28. What would you select from the Admin>Outbound Dialing menu to create a new campaign?

Scripts

Schedules

Campaign Dashboard

Campaign Management

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

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

The after call work time for each media type

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

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

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

30. What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

Languages

Medians

Skills

Index Ratings

Knowledge levels

Page 4 of 4

31. 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?

The group is in the wrong Organization

Group chat is only available to administrators

The group is set to members only and they are not members of the group

The group is set to public

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

Architect

Automatic Call Distribution

Call Routing

Scheduling

33. Recording Policies can be configured for what type(s) of contact(s)?

Call

Chat

Message

All of the above

34. What two options are available to create a customized user role?

Copy an existing role then add the necessary permissions to meet your needs

Create a new Role and assign the necessary permissions to that role

Create or modify a workgroup to meet your needs

Create a new Group and assign the necessary permissions to the group

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

Time period

Custom Date Range

Recurrences

Time zone

Start Time

36. Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)

Employee

Master Admin

Genesys Cloud User

Admin

Telephony Admin

37. What is a DNC list?

A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

A DNC list is another name for a contact list.

A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

A DNC list is a table containing phone numbers that a campaign should never dial.

38. Call Recording is enabled in.

Admin > Telephony

Admin > Quality

Admin > Contact Center

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

Visual Basic Control

Text

Call Flow

Checkbox

Web Page

Image

40. What would you select from the Performance menu to view real-time statistics for all active campaigns?

Scripts

Campaign Management

Outbound Campaigns

Schedules