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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: Nov. 24, 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 Nov. 24, 2023

Question #1

What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

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Correct Answer: B

Question #2

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

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Correct Answer: B, D, E, F

https://help.mypurecloud.com/articles/script-components/

Question #3

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

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Correct Answer: D

https://help.mypurecloud.com/articles/quality-administrator-dashboard/

Question #4

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?

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Correct Answer: A

Question #5

What is a DNC list?

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Correct Answer: C

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