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Genesys GCP-GC-ADM - Genesys Cloud Certified Professional - Contact Center Administration

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Total 60 questions

What is a DNC list?

A.

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

B.

A DNC list is another name for a contact list.

C.

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

D.

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

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

A.

Visual Basic Control

B.

Text

C.

Call Flow

D.

Checkbox

E.

Web Page

F.

Image

Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

A.

Update the Do Not Call list with records that have the appropriate wrap-up code

B.

Determine how many evaluations per hour to assign to a quality evaluator

C.

Set up a schedule to run a daily report

D.

Automatically assign an evaluation for all calls over 5 minutes

E.

Determine how long to retain recordings and whether to archive or delete them

Which option provides the ability for an email interaction to be interrupted by voice?

A.

Admin>Contact Center>Utilization

B.

Admin>Contact Center>ACD Skills

C.

Admin>Routing>Emergencies

D.

Admin>Routing>Disconnect Interactions

Put the steps below in the correct order to successfully complete the Calibration process:

1.Evaluate the interactions

2.Discuss the calibration results

3.Record interactions based on Policies

4.Take action on calibration results

5.Select and assign interactions for calibration

A.

3, 5, 4, 2, 1

B.

3, 5, 1, 4, 2

C.

3, 5, 1, 2, 4

D.

3, 4, 5, 2, 1

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

A.

Reports

B.

Performance>Agents

C.

Admin>Contact Center

D.

Admin>Quality

What is the Alerting Timeout with regard to Queue configuration?

A.

This is how long the interaction will alert before disconnecting

B.

This is how long the agent has to complete after call work

C.

This is how long the interaction will wait to begin alerting the agent

D.

This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding

Why must you create queues for ACD functionality to work?

A.

Queues are the waiting lines for the agents who will be assigned interactions through ACD

B.

Queues provide ACD with a means to determine the skill level requirement of an interaction

C.

Queues are the waiting lines for interactions that are routed using ACD

D.

Queues match agents to an appropriate interaction using ACD