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

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Total 60 questions

What does it imply when a campaign does not dial a list of telephone numbers?

A.

They are in the DNC list

B.

The call went unanswered

C.

Unable to reach the customer

D.

The telephone number is wrong

Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

A.

Reports

B.

Dynamic Views

C.

Dashboard

D.

Interaction

What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

A.

Languages

B.

Medians

C.

Skills

D.

Index Ratings

E.

Knowledge levels

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

A.

Scoring

B.

Monitoring

C.

Calibration

D.

Evaluation

What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

A.

The ability to receive and route specific tweets to agents so that they can respond to those tweets

B.

The ability to create and manage a Facebook page

C.

The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

D.

The ability for customers to access their accounts via social media channels

What is a critical QUESTION NO: in an Evaluation Form?

A.

Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

B.

Critical Questions are Questions that the agent must answer.

C.

Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

D.

If answered “No”, critical Questions will result in an evaluation score of zero for the interaction.

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

A.

Languages

B.

Intent of Call

C.

Skills

D.

Agent Availability

What two options are available to create a customized user role?

A.

Copy an existing role then add the necessary permissions to meet your needs

B.

Create a new Role and assign the necessary permissions to that role

C.

Create or modify a workgroup to meet your needs

D.

Create a new Group and assign the necessary permissions to the group

Which of the following media types can be selected when creating a report? (Choose three.)

A.

Voice

B.

Email

C.

Voicemail

D.

Chat

By Default, Line recording is disabled.

A.

True

B.

False