GCP-GC-ADM Online Practice Questions and Answers

If you navigate away from the page without saving the Script, you will not lose any work you have completed.

A. True

B. False

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

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

A. Bullseye ACD

B. Standard ACD

C. Skills based routing

D. All of the above

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

Put the steps below in the correct order to successfully complete the Calibration process: 1.Evaluate the interactions 2.Discuss the calibration results 3.Record interactions based on Policies 4.Take action on calibration results 5.Select and assign interactions for calibration

A. 3, 5, 4, 2, 1

B. 3, 5, 1, 4, 2

C. 3, 5, 1, 2, 4

D. 3, 4, 5, 2, 1

Which definition matches the After Call Work option Mandatory, Time-boxed?

A. 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.

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 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.

D. 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.

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. Genesys Cloud 1

B. Genesys Cloud 2

C. Genesys Cloud 3

D. Collaborate

E. Communicate

Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

A. Language

B. Roles

C. Skills

D. Queue

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

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

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

C. Create or modify a workgroup to meet your needs

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

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