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

• Question 1

  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.)

  • Blank Script
  • Default Callback Script
  • Default Inbound Script
  • Default Outbound Script
  • Collection Script Template
  • Sales Script Template

  Show Answer Answer: 5,,6 Next

• Question 2

  What is the purpose of the Wrap-up code mappings?

  • The mappings allow you to associate some behavior with the wrap-up code, such as callback time
  • The mappings allow you to associate wrap-up codes to specific campaigns
  • 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
  • The mappings allow you to associate wrap-up codes to specific queues

  Show Answer Answer: 3 Next

• Question 3

  What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

  • Scoring
  • Monitoring
  • Calibration
  • Evaluation

  Show Answer Answer: 3 Next

• Question 4

  What is a critical

  • 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.

  Show Answer Answer: 1 Next

• Question 5

  By Default, Line recording is disabled.

  • True
  • False

  Show Answer Answer: 1 Next