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Genesys Cloud Certified Professional - Contact Center Administration Exam Questions and Answers
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Genesys Cloud Certified Professional - Contact Center Administration Exam Questions and Answers
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Genesys Cloud Certified Professional -Contact Center Administration Exam
Questions and Answers
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 - Answers -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 - Answers -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 - Answers -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. - Answers -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 -
Answers -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 - Answers -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 - Answers -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 - Answers -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 - Answers -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 - Answers -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 - Answers -B. Standard ACD
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. Dialog boxes
B. Scripts
C. Toast pop-ups
D. IVR prompts - Answers -B. Scripts
Which definition matches the After Call Work option Mandatory, Time-boxed no early
exit?
A. 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 performing After Call Work.
B. 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.
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