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Genesys
GCP-GC-ADM: Genesys Cloud Certified Professional - Contact Center Admin

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?

AA DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

BA DNC list is another name for a contact list.

CA DNC list is a table containing high-priority numbers that should be dialed using preview mode.

DA DNC list is a table containing phone numbers that a campaign should never dial.

Reveal Solution Hide Solution

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?

ASkill

BTime since they last handled an ACD interaction

CCost

DDepartment

Reveal Solution Hide Solution

Correct Answer: A

https://help.mypurecloud.com/articles/specify-routing-settings/

Question #3

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

AThe 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.

BThe 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.

CThe 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.

DThe 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.

Reveal Solution Hide Solution

Correct Answer: B

https://help.mypurecloud.com/articles/configure-call-work-settings/

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?

AWorkforce Management

BWorkflow Process Automation

CGenesys Cloud Architect

DGenesys Cloud Reporting
Section: (none)
Explanation

Reveal Solution Hide Solution

Correct Answer: A

Question #5

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

AThe maximum capacity that an agent may handle simultaneously for each supported media type

BThe after call work time for each media type

CThe length of time that an agent may spend on each media type

DThe number of different media types that an agent may handle simultaneously

EThe media types that can interrupt current interactions that an agent is handling

Reveal Solution Hide Solution

Correct Answer: A, D, E

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