Practice Free GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration Exam Questions Answers With Explanation

Use a text editor, such as Notepad, to create your .csv files

Create a spreadsheet and export it as a .csv file

Use a word processing application, such as Microsoft Word, to create your .csv files

Use a .csv application to create .csv files

Recording Management

Cloud

Web Service

AWS Cloud

Blank Script

Default Callback Script

Default Inbound Script

Default Outbound Script

Collection Script Template

Sales Script Template

True

False

Languages

Intent of Call

Skills

Agent Availability

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.

Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

Callable Time Sets provide a way to define your own time zones to associate with a campaign.

Callable Time Sets are used to define when a campaign starts and stops.

Language

Roles

Skills

Queue

8

6

4

2

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

Critical Questions are Questions that the agent must answer.

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

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

Real time adherence

Historical adherence

Intraday monitoring

View Agent schedule

Scripts

Schedules

Campaign Dashboard

Campaign Management

They are in the DNC list

The call went unanswered

Unable to reach the customer

The telephone number is wrong

The ability to receive and route specific tweets to agents so that they can respond to those tweets

The ability to create and manage a Facebook page

The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

The ability for customers to access their accounts via social media channels