Genesys Cloud Certified Professional - Contact Center Administration (GCP-GC-ADM) Practice Test

Questions # 11:

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

Options:

True

False

Questions # 12:

Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

Options:

Default Menu choice

Menu options

Add blank audio

Menu prompt

Questions # 13:

By Default, Line recording is disabled.

Options:

True

False

Questions # 14:

What is the recommended way to create a .csv file?

Options:

Use a text editor, such as Notepad, to create your .csv files

Create a spreadsheet and export it as a .csv file

Use a word processing application, such as Microsoft Word, to create your .csv files

Use a .csv application to create .csv files

Questions # 15:

What is the purpose of the Wrap-up code mappings?

Options:

The mappings allow you to associate some behavior with the wrap-up code, such as callback time

The mappings allow you to associate wrap-up codes to specific campaigns

The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction

The mappings allow you to associate wrap-up codes to specific queues

Questions # 16:

Select the types of scheduling available in Genesys Cloud. (Choose two.)

Options:

Manual Scheduling

Load based Scheduling

Automated Scheduling

All of the above

Questions # 17:

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

Options:

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

The after call work time for each media type

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

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

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

Questions # 18:

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?

Options:

Workforce Management

Workflow Process Automation

Genesys Cloud Architect

Genesys Cloud Reporting

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