Genesys GCP-GC-ADM Exam Practice Test Instant Access

Question 1

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

AReports

BPerformance>Agents

CAdmin>Contact Center

DAdmin>Quality

Answer : D

https://help.mypurecloud.com/articles/quality-administrator-dashboard/

Question 2

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?

ADialog boxes

BScripts

CToast pop-ups

DIVR prompts

Answer : B

Question 3

Where are Genesys Cloud call recordings stored?

ARecording Management

BCloud

CWeb Service

DAWS Cloud

Answer : B

https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Question 4

Call Recording is enabled in .

AAdmin > Telephony

BAdmin > Quality

CAdmin > Contact Center

Answer : A

Question 5

Why are skills and languages configured separately?

ASo that skills can have a more granular competency rating than languages

BSo that an agent with a skill can receive an interaction regardless of the language requirement

CSo that an agent with a language capability can receive an interaction regardless of the skill requirement

DSkills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

Answer : C

https://help.mypurecloud.com/articles/assign-remove-skills-user/

Question 6

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

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

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

CCreate or modify a workgroup to meet your needs

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

Answer : B

Question 7

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

AScoring

BMonitoring

CCalibration

DEvaluation

Answer : C

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