[Oct-2021] Dumps Brief Outline Of The GCP-GC-ADM Exam - TestKingFree
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NEW QUESTION 11
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Reports
- B. Dynamic Views
- C. All of the above
- D. Dashboards
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 12
Recording Policies can be configured for what type(s) of contact(s)?
- A. Email
- B. Message
- C. All of the above
- D. Chat
- E. Call
Answer: E
NEW QUESTION 13
What are callable time sets?
- A. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- B. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- C. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
- D. Callable Time Sets are used to define when a campaign starts and stops.
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 14
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
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 15
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 prompt
- C. Menu options
- D. Add blank audio
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 16
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?
- A. Toast pop-ups
- B. Scripts
- C. Dialog boxes
- D. IVR prompts
Answer: B
NEW QUESTION 17
The deviation from the forecast versus the real time can be monitored in the best way through
.
- A. View Agent schedule
- B. Historical adherence
- C. Intraday monitoring
- D. Real time adherence
Answer: D
Explanation:
Reference:
https://genbin.genesys.com/old/resources/brochures/genesys-workforce-managment-brochure.pdf
NEW QUESTION 18
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. Contact lists are read-only and cannot be updated by the agents
- B. A contact list can have its own unique structure, including an arbitrary number of phone number types
- C. Contact lists must contain the home phone number and first and last name fields, at a minimum
- D. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: B,D,E
NEW QUESTION 19
What is a DNC list?
- A. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- B. A DNC list is a table containing phone numbers that a campaign should never dial.
- C. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- D. A DNC list is another name for a contact list.
Answer: A
NEW QUESTION 20
What is the purpose of the Wrap-up code mappings?
- A. The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction
- B. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
- C. The mappings allow you to associate wrap-up codes to specific queues
- D. The mappings allow you to associate wrap-up codes to specific campaigns
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
NEW QUESTION 21
Which dialing mode allows the agent to see customer information before dialing?
- A. Preview
- B. Predictive
- C. Progressive
- D. Power
Answer: A
NEW QUESTION 22
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)
- A. Blank Script
- B. Collection Script Template
- C. Default Inbound Script
- D. Default Callback Script
- E. Sales Script Template
- F. Default Outbound Script
Answer: B,E
NEW QUESTION 23
Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration
- A. 3, 4, 5, 2, 1
- B. 3, 5, 1, 4, 2
- C. 3, 5, 1, 2, 4
- D. 3, 5, 4, 2, 1
Answer: C
NEW QUESTION 24
Which of the following options are used when scheduling a report? (Choose three.)
- A. Start Time
- B. Custom Date Range
- C. Recurrences
- D. Time zone
- E. Time period
Answer: B,C,E
NEW QUESTION 25
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Skills
- B. Languages
- C. Agent Availability
- D. Intent of Call
Answer: A,B
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 26
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. False
- B. True
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
NEW QUESTION 27
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are the same as critical Questions
- B. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- C. Fatal Questions have a heavier weight than non-fatal Questions
- D. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 28
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Medians
- B. Knowledge levels
- C. Skills
- D. Index Ratings
- E. Languages
Answer: B,C
NEW QUESTION 29
Why must you create queues for ACD functionality to work?
- A. Queues match agents to an appropriate interaction using ACD
- B. Queues are the waiting lines for interactions that are routed using ACD
- C. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- D. Queues provide ACD with a means to determine the skill level requirement of an interaction
Answer: A
NEW QUESTION 30
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