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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: Apr. 14, 2024
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
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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 Apr. 14, 2024

Question #1

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

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Correct Answer: A, C

https://help.mypurecloud.com/articles/add-acd-skill-language-user/

Question #2

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

long-term views?

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Correct Answer: C

https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Question #3

Call Recording is enabled in .

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Correct Answer: A

Question #4

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

long-term views?

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Correct Answer: C

https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Question #5

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

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Correct Answer: A, C, D

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

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