Genesys GCP-GC-ADM Exam Practice Test Instant Access

Question 1

Which definition matches the ACD Evaluation Method Best Available Skills?

ALooks for the first available agent and ignores any skill requirements

BMatches the interaction to the first available agent who has all of the requested skills

CEvaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills

Answer : C

ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.

Question 2

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?

Answer : C

Question 3

Which dialing mode allows the agent to see customer information before dialing?

AProgressive

BPredictive

CPreview

DPower

Answer : C

Question 4

If you navigate away from the page without saving the Script, you will not lose any work you have completed.

ATrue

BFalse

Answer : A

Question 5

What is a critical

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

BCritical Questions are Questions that the agent must answer.

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

DIf answered ''No'', critical Questions will result in an evaluation score of zero for the interaction.

Answer : A

Question 6

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

ALanguages

BIntent of Call

CSkills

DAgent Availability

Answer : A, C

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Question 7

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

AAdmin>Contact Center>Utilization

BAdmin>Contact Center>ACD Skills

CAdmin>Routing>Emergencies

DAdmin>Routing>Disconnect Interactions

Answer : A

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