GCP-GC-ADM Online Practice Questions and Answers

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

A. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

B. Critical Questions are Questions that the agent must answer.

C. Critical Questions are multiple choice Questions that have a higher weight than non- critical Questions.

D. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.

Which definition matches the ACD Evaluation Method Best Available Skills?

A. Looks for the first available agent and ignores any skill requirements

B. Matches the interaction to the first available agent who has all of the requested skills

C. Evaluates 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

What is a fatal question in an Evaluation Form?

A. Fatal Questions have a heavier weight than non-fatal Questions

B. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero

C. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated

D. Fatal Questions are the same as critical Questions

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

A. Languages

B. Medians

C. Skills

D. Index Ratings

E. Knowledge levels

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 browsers are supported for use with all Genesys Cloud features? (Choose two.)

A. Internet Explorer

B. Firefox

C. Chrome

D. Safari

E. Opera

F. Avant

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

Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

A. Reports

B. Dashboards

C. Dynamic Views

D. All of the above

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