GCP - Administration Exam
Which option provides the ability for an email interaction to be interrupted by voice?
A. Admin>Contact Center>Utilization
B. Admin>Contact Center>ACD Skills
C. Admin>Routing>Emergencies
D. Admin>Routing>Disconnect Interactions - Answer-A. Admin > Contact Center > Utilization
Which definition matches the After Call Work option Mandatory, Discretionary?
A. 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.
B. 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.
C. 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.
,D. 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 pe - Answer-B.
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.
Which of the following are components of Genesys Cloud Reporting and Analytics? Choose three
A. Reports
B. Dynamic Views
C. Dashboard
D. Interaction - Answer-A. Reports
B. Dynamic Views
C. Dashboard
What does it imply when a campaign does not dial a list of telephone numbers?
A. They are on the DNC list.
B. The call went unanswered.
C. Unable to reach the customer.
D. The telephone number is wrong. - Answer-A. They are in the DNC list
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
A. The maximum capacity that an agent may handle simultaneously for each supported media type
B. The after call work time for each media type
,C. The length of time that an agent may spend on each media type
D. The number of different media types that an agent may handle simultaneously
E. The media types that can interrupt current interactions that an agent is handling - Answer-A, D, E
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
A. Language
B. Roles
C. Skills
D. Queue - Answer-A, C
Which of the following media types can be selected when creating a report? (Choose three.)
A. Voice
B. Email
C. Voicemail
D. Chat - Answer-A, B, D
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a
Menu Prompt to avoid Architect?
A. Default Menu choice
B. Menu options
C. Add blank audio
, D. Menu prompt - Answer-C. Add blank audio
What is the recommended way to create a .csv file?
A. Use a text editor, such as Notepad, to create your .csv files
B. Create a spreadsheet and export it as a .csv file
C. Use a word processing application, such as Microsoft Word, to create your .csv files
D. Use a .csv application to create .csv files - Answer-B. Create a spreadsheet and export it as a .csv file
The deviation from the forecast versus the real time can be monitored in the best way through
________________.
A. Real time adherence
B. Historical Adherence
C. Intraday monitoring
D. View Agent schedule - Answer-C. Intraday monitoring
Which ACD routing method routes interaction to the next available agent?
A. Bullseye ACD
B. Standard ACD
C. Skills based routing
D. All of the above - Answer-B. Standard ACD
Which option provides the ability for an email interaction to be interrupted by voice?
A. Admin>Contact Center>Utilization
B. Admin>Contact Center>ACD Skills
C. Admin>Routing>Emergencies
D. Admin>Routing>Disconnect Interactions - Answer-A. Admin > Contact Center > Utilization
Which definition matches the After Call Work option Mandatory, Discretionary?
A. 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.
B. 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.
C. 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.
,D. 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 pe - Answer-B.
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.
Which of the following are components of Genesys Cloud Reporting and Analytics? Choose three
A. Reports
B. Dynamic Views
C. Dashboard
D. Interaction - Answer-A. Reports
B. Dynamic Views
C. Dashboard
What does it imply when a campaign does not dial a list of telephone numbers?
A. They are on the DNC list.
B. The call went unanswered.
C. Unable to reach the customer.
D. The telephone number is wrong. - Answer-A. They are in the DNC list
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
A. The maximum capacity that an agent may handle simultaneously for each supported media type
B. The after call work time for each media type
,C. The length of time that an agent may spend on each media type
D. The number of different media types that an agent may handle simultaneously
E. The media types that can interrupt current interactions that an agent is handling - Answer-A, D, E
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
A. Language
B. Roles
C. Skills
D. Queue - Answer-A, C
Which of the following media types can be selected when creating a report? (Choose three.)
A. Voice
B. Email
C. Voicemail
D. Chat - Answer-A, B, D
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a
Menu Prompt to avoid Architect?
A. Default Menu choice
B. Menu options
C. Add blank audio
, D. Menu prompt - Answer-C. Add blank audio
What is the recommended way to create a .csv file?
A. Use a text editor, such as Notepad, to create your .csv files
B. Create a spreadsheet and export it as a .csv file
C. Use a word processing application, such as Microsoft Word, to create your .csv files
D. Use a .csv application to create .csv files - Answer-B. Create a spreadsheet and export it as a .csv file
The deviation from the forecast versus the real time can be monitored in the best way through
________________.
A. Real time adherence
B. Historical Adherence
C. Intraday monitoring
D. View Agent schedule - Answer-C. Intraday monitoring
Which ACD routing method routes interaction to the next available agent?
A. Bullseye ACD
B. Standard ACD
C. Skills based routing
D. All of the above - Answer-B. Standard ACD
