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

Which of the following options are used when scheduling a report? (Choose three.)

• Time period
• Custom Date Range
• Recurrences
• Time zone
• Start Time

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

• Voice
• Email
• Voicemail
• Chat

A system that routes interactions based on an algorithm which determines the best available agent for an interaction

• Architect
• Automatic Call Distribution
• Call Routing
• Scheduling

What is a DNC list?

• A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
• A DNC list is another name for a contact list.
• A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
• 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.)

• Visual Basic Control
• Text
• Call Flow
• Checkbox
• Web Page
• Image

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

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?

• Skill
• Time since they last handled an ACD interaction
• Cost
• Department

What would you select from the Performance menu to view real-time statistics for all active campaigns?

• Scripts
• Campaign Management
• Outbound Campaigns
• Schedules

What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

• Dialog boxes
• Scripts
• Toast pop-ups
• IVR prompts