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Genesys GCP-GC-ADM: Genesys Cloud Certified Professional - Contact Center Administration

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Question 1

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

Correct Answer:B
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Question 2

What is a critical QUESTION NO: in an Evaluation Form?

A. Critical Questions are used to prioritize Questions that are critical to the success of an interactio

B. A separate critical score is calculated for critical Questions.

C. Critical Questions are Questions that the agent must answer.

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

E. If answered ??No??, critical Questions will result in an evaluation score of zero for the interaction.

Correct Answer:A
Reference: https://help.mypurecloud.com/glossary/critical-QUESTION/

Question 3

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

Correct Answer:A

Question 4

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?

A. Skill

B. Time since they last handled an ACD interaction

C. Cost

D. Department

Correct Answer:A
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/

Question 5

Which definition matches the ACD Evaluation Method Best Available Skills?

A. Looks for the first available agent and ignores any skill requirements

B. Matches the interaction to the first available agent who has all of the requested skills

C. Evaluates the first 100 agents to find the agent with the highest average proficiencyratin

D. The average is calculated using the agent??s proficiency rating for each of the requested skills

Correct 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 6

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

A. Account Codes

B. Wrap-up Codes

C. Resolution Codes

D. Status

Correct Answer:B
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/

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