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Genesys Cloud Certified Professional - Contact Center Admin Exam

Certification Provider: Genesys
Exam Name: Genesys Cloud Certified Professional - Contact Center Admin
Number of questions in our database: 60
Exam Version: Jun. 04, 2023
Exam Official Topics:
  • Topic 1: Configure ACD Skills and Language Skills/ List the main types of reports and describe their use
  • Topic 2: Basic overview of the Genesys Cloud Platform and Administration/ List the three levels of Contact Center licensing
  • Topic 3: Describe the function and purpose of the Genesys Cloud data actions Integration/ Purpose and capabilities of Genesys Cloud Architect
  • Topic 4: Configure Automatic Call Distribution to optimize customer service/ Explain interaction flow and queue design
  • Topic 5: Configure and test an Outbound Power Dialing campaign/ List the features of Genesys Cloud Contact Center
  • Topic 6: Quality Evaluator and Quality Administrator dashboards/ Evaluation and routing combination
  • Topic 7: Configure and run an Interaction Details report/ Describe how to create and edit System and User Prompts
  • Topic 8: Workforce Management in a Genesys Cloud contact center/ Activate and deactivate agents on queues
  • Topic 9: Quality Management in a Genesys Cloud contact center/ Overview of Genesys Cloud Collaborate
  • Topic 10: Describe Scripts and basic script functionality/ Describe how to enable call recording on a Trunk
  • Topic 11: List the main Dynamic Views and describe their use/ Genesys Cloud Data Actions Integration Configure ACD email in Admin settings/ Create and publish an Evaluation form
  • Topic 12: Describe the Outbound Dialing modes/ Scripting in a Genesys Cloud contact center

Free Genesys Genesys Cloud Certified Professional - Contact Center Admin Exam Actual Questions

The questions for Genesys Cloud Certified Professional - Contact Center Admin were last updated On Jun. 04, 2023

Question #1

What is a DNC list?

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Correct Answer: C

Question #2

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?

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Question #3

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

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Question #4

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?

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Correct Answer: A

Question #5

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

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Correct Answer: A, D, E


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