Free Genesys Cloud Certified Professional – Contact Center Admin Exam GCP-GC-ADM Exam Practice Test

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

• The 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.
• The 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.
• The 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.
• The 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.

By Default, Line recording is disabled.

• True
• False

Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?

• The group is in the wrong Organization
• Group chat is only available to administrators
• The group is set to members only and they are not members of the group
• The group is set to public

What is a fatal question in an Evaluation Form?

• Fatal Questions have a heavier weight than non-fatal Questions
• Fatal Questions are also critical Questions. If scored ''No'' the evaluation score will be zero
• Fatal Questions are also critical Questions. If scored ''No'' the agent will be terminated
• Fatal Questions are the same as critical Questions

Why are skills and languages configured separately?

• So that skills can have a more granular competency rating than languages
• So that an agent with a skill can receive an interaction regardless of the language requirement
• So that an agent with a language capability can receive an interaction regardless of the skill requirement
• Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

What browsers are supported for use with all Genesys Cloud features? (Choose two.)

• Internet Explorer
• Firefox
• Chrome
• Safari
• Opera
• Avant

The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?

• 8
• 6
• 4
• 2

Which definition matches the After Call Work option Mandatory, Discretionary?

• The 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.
• The 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.
• The 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.
• The 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.

When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

• True
• False

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

• 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