Genesys GCP-GC-ADM Practice Test Questions, Exam Dumps

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GCP-GC-ADM Genesys Practice Test Questions and Exam Dumps

Question 1

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

Explanation:

In this scenario, the Evaluation Method is set to "next agent," which means that the system will select the next available agent based on certain criteria, and skills are disregarded in this case. Given this setup, the property used to determine the next available agent would primarily be based on the time since they last handled an ACD interaction.

When ACD (Automatic Call Distribution) is configured to disregard skills, it does not prioritize the agent’s skill set for routing calls. Instead, it focuses on a different method of selection. In the "next agent" method, the most commonly used property is the time since they last handled an ACD interaction. This ensures that the system chooses the next available agent based on who has been idle the longest, essentially rotating agents and distributing the workload evenly.

So, B. Time since they last handled an ACD interaction is the correct answer because this method aims to distribute calls evenly by using the time an agent has been idle as the determining factor.

Question 2

Which definition matches the After Call Work option Mandatory, Time-boxed?

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.
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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

Explanation:

The "Mandatory, Time-boxed" option for After Call Work means that the agent is required to complete their after-call work, and it has a predefined duration (timeout) after which the system automatically changes their status to "Available," regardless of whether the agent has completed the work.

The correct answer is 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.

Mandatory means that the agent must complete the after-call work.
Time-boxed means that there is a predefined time for this work to be completed (timeout).
The system will automatically change the agent's status to Available when the timeout is reached, even if the agent has finished their after-call work early. The agent is not allowed to manually set themselves as available before the timeout expires, ensuring that the time-boxed nature of the work is respected.

This option ensures that the agent's status management is controlled by the system, enforcing both the mandatory requirement and the time-boxed nature of the task.

Question 3

Currently, you manage all agents’ schedules by using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to be able to schedule agents in an easier and more automated way.

What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?

A. Workforce Management
B. Workflow Process Automation
C. Genesys Cloud Architect
D. Genesys Cloud Reporting

Correct answer:

A. Workforce Management

Explanation:

Workforce Management (WFM) is a Genesys Cloud feature designed to help contact centers plan, manage, and optimize agent schedules. It allows you to automate scheduling, forecast demand, track adherence, and handle time-off requests, all of which can replace the manual and error-prone process of using spreadsheets for scheduling.

B. Workflow Process Automation is focused on automating business workflows and processes, but it isn't specifically designed for managing agent schedules.
C. Genesys Cloud Architect is used for creating and managing contact center flows and interactions, but it doesn’t directly handle agent scheduling.
D. Genesys Cloud Reporting is designed for generating reports on performance metrics, not for scheduling agents.

Thus, Workforce Management is the appropriate feature to replace and automate the scheduling of agents.

Question 4

Select all the roles that are automatically assigned by default to the user who sets up the organization. (Choose two.)

A. Employee
B. Master Admin
C. Genesys Cloud User
D. Admin
E. Telephony Admin

Correct answer:

B. Master Admin
C. Genesys Cloud User

Explanation:

When setting up an organization in Genesys Cloud, the user who performs this setup is automatically assigned certain roles to manage the organization and access its features:

B. Master Admin: The user who sets up the organization is automatically granted the Master Admin role, which provides full administrative control over the Genesys Cloud organization. This role allows them to configure all aspects of the system.
C. Genesys Cloud User: The user is also assigned the Genesys Cloud User role, which allows them access to the basic features of Genesys Cloud and enables them to log in and use the platform.

The other roles, such as Employee, Admin, and Telephony Admin, are not automatically assigned to the setup user by default but can be granted manually as needed.

Question 5

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. Default Callback Script
C. Default Inbound Script
D. Default Outbound Script
E. Collection Script Template
F. Sales Script Template

Correct answer:

C. Default Inbound Script
D. Default Outbound Script

Explanation:

When you create a new script in Genesys Cloud, several template options are provided by default, allowing you to quickly build scripts for different interaction types:

C. Default Inbound Script: This template is used for handling inbound interactions, such as customer service calls. It typically includes the necessary elements for managing incoming communication, like gathering customer information or directing them to the appropriate agent.
D. Default Outbound Script: This template is used for outbound interactions, where agents initiate the call to customers. This template includes features that help manage things like sales calls or service follow-ups.

Other options, such as Blank Script and Default Callback Script, are not typically included by default when creating a new script unless customized. Templates like Collection Script Template and Sales Script Template are also specialized templates and are not included by default without additional customization.

Question 6

What does it imply when a campaign does not dial a list of telephone numbers?

A. They are in the DNC list
B. The call went unanswered
C. Unable to reach the customer
D. The telephone number is wrong

Answer: A

Explanation:

When a campaign does not dial a list of telephone numbers, it usually indicates that the campaign has specifically excluded those numbers due to their presence in a Do Not Call (DNC) list. These lists are created by regulatory bodies, such as the Federal Trade Commission (FTC) in the United States, to protect consumers from unsolicited telemarketing calls.

Understanding the DNC List

The Do Not Call (DNC) list is a registry that individuals can add their phone numbers to in order to avoid receiving marketing calls. Telemarketers are legally required to check this list to ensure they do not call numbers that have opted out. If a campaign does not dial certain numbers, it is a strong indication that those numbers have been flagged as being on the DNC list. This is part of compliance with telemarketing regulations to avoid penalties and maintain ethical marketing practices.

Why other options are less likely

B. The call went unanswered: While it's true that calls might go unanswered, this would not be the reason a number is specifically excluded from the dialing list. If a call goes unanswered, it’s generally recorded as an unsuccessful attempt, but the number itself would not be removed from the list unless there's a more specific reason for it, like being invalid or on the DNC list.
C. Unable to reach the customer: This could be a general scenario where a call fails, but it doesn’t explain why the number was not dialed in the first place. “Unable to reach the customer” often refers to situations like the number being temporarily unreachable, busy, or the customer not picking up. However, this situation doesn’t imply that the number was excluded before the campaign tried to reach it.
D. The telephone number is wrong: If the number is wrong or invalid, it would typically be removed from the dialing list after it’s identified as a bad number. However, campaign systems would usually attempt to dial first and only flag it if the call fails due to an invalid number, which doesn’t necessarily mean the number was excluded upfront.

Therefore, the most likely reason for a campaign not dialing a list of telephone numbers is that those numbers are registered in the Do Not Call list, and dialing them would violate regulatory rules, leading to potential legal issues for the campaign. This makes option A the most appropriate answer.

Question 7

Select the applicable options for Genesys Cloud Architect. (Choose three.)

A. Play pre-recorded messages
B. Convert text to speech
C. Configure queues
D. Configure skills
E. Receive and route calls

Answer: A, C, D

Explanation:

Genesys Cloud Architect is a powerful tool for configuring and managing cloud contact center solutions. It allows administrators and contact center managers to design, deploy, and modify the workflows and components that facilitate customer interactions across multiple channels. Let’s break down the relevant features of Genesys Cloud Architect:

A. Play pre-recorded messages

One of the capabilities of Genesys Cloud Architect is the ability to play pre-recorded messages. This is typically used in Interactive Voice Response (IVR) systems, where customers are greeted with prerecorded announcements, instructions, or information. These messages are often played at various stages of the customer journey, such as during the wait time, on hold, or when prompting the customer for input.

B. Convert text to speech

While text-to-speech (TTS) technology is crucial for many cloud contact center platforms, this specific functionality is usually handled by separate TTS engines integrated with the platform, not directly by the Genesys Cloud Architect tool itself. Architect focuses more on the design and configuration aspects of customer journey workflows, and while it can incorporate TTS as part of a flow, it doesn’t directly handle TTS conversion on its own.

C. Configure queues

Queues are central to organizing and directing customer interactions to the appropriate agents or resources within a contact center. Genesys Cloud Architect allows you to configure these queues, ensuring that customer calls are routed based on factors like priority, agent availability, or skills. This functionality helps optimize customer experiences by ensuring efficient call handling.

D. Configure skills

In Genesys Cloud Architect, you can also configure skills. Skills are specific competencies assigned to agents that determine the type of interactions they can handle (e.g., technical support, sales, etc.). By configuring skills in the architect tool, you can set up routing rules that match customer inquiries with the appropriate agent based on the required skills, leading to more efficient interactions.

E. Receive and route calls

While receiving and routing calls is an essential feature of a contact center platform, this functionality is not specifically managed through Genesys Cloud Architect itself. Rather, it’s a broader feature of the Genesys Cloud platform as a whole. Architect is focused more on the configuration and workflow creation aspects (like defining how calls are routed based on specific conditions), rather than actually receiving and processing the calls directly.

Genesys Cloud Architect is focused on configuring the system to ensure that the contact center runs smoothly. The correct answers are A, C, and D, as they directly relate to the capabilities of Architect in managing interactions and workflows. The system itself is designed to facilitate the flow and routing of communications, but the actual reception and routing of calls (option E) is more broadly managed within the entire platform.

Question 8

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

Answer: A

Explanation:

When monitoring deviations between forecasts and real-time performance in a contact center, it’s important to understand how current operations align with what was predicted or planned. In this context, real-time adherence is the most appropriate tool to track how the team is performing compared to the forecast.

Understanding Real-time Adherence

Real-time adherence refers to the measurement and monitoring of agents' actual behaviors (such as their presence in scheduled activities, availability, or work status) compared to their scheduled times. It gives managers a live view of whether agents are following their schedules, which is essential for managing deviations from the forecast.

For example, if the forecast predicted a certain number of agents needed to handle calls at a given time, real-time adherence allows managers to monitor if the right number of agents are available or if there’s a shortfall. By comparing these real-time conditions to the forecast, deviations can be identified immediately, allowing for prompt adjustments.

Real-time adherence helps organizations ensure that they have the necessary resources in place to meet customer demand without under- or overstaffing. This feature is especially important for contact centers that must respond to real-time fluctuations in call volume and staffing availability.

Why other options are less relevant:

B. Historical adherence: Historical adherence tracks whether agents met their schedules in the past, rather than in real-time. This metric is useful for reviewing performance over time and for identifying long-term trends, but it does not provide immediate insights into whether current performance is deviating from the forecast. Therefore, it is not the best way to monitor the current deviation from the forecast.
C. Intraday monitoring: While intraday monitoring focuses on tracking and analyzing key performance indicators (KPIs) throughout the day, it doesn’t necessarily focus specifically on real-time adherence to the schedule. It may give an overview of performance metrics like call volume, service levels, and agent utilization, but it doesn't track schedule adherence on an individual agent level in the way that real-time adherence does.
D. View Agent schedule: Viewing the agent's schedule gives you an understanding of when they are expected to work, but it does not directly show whether they are adhering to their schedule at that moment. This option doesn’t provide the real-time feedback required to monitor deviations from the forecast as accurately as real-time adherence does.

Real-time adherence (option A) provides the most accurate and immediate view of how current agent activity aligns with scheduled forecasts. This allows managers to take proactive action if any deviations occur, ensuring that the contact center operates as efficiently as possible in response to customer demand.

Question 9

Which of the following media types can be selected when creating a report? (Choose three.)

A. Voice
B. Email
C. Voicemail
D. Chat

Answer: A, B, D

Explanation:

When creating reports in a contact center environment, it's crucial to understand the various media types that are involved in customer interactions. These media types allow you to filter and analyze different communication channels through which customers engage with your support team. Here’s an explanation of the relevant media types that can typically be selected when creating reports:

A. Voice

Voice is one of the most common and traditional forms of communication in a contact center. It includes calls made to the support center, whether inbound or outbound. When creating a report, voice interactions can be selected to analyze various metrics such as call volume, average handle time, service level, wait times, and agent performance. This is often a key component of reporting in a contact center since it captures the direct interaction between agents and customers via phone calls.

B. Email

Email is another widely used media type in contact centers, particularly for non-urgent customer support inquiries. Many organizations allow customers to reach out via email for assistance. Reports based on email interactions help track metrics like response time, resolution time, and customer satisfaction regarding email communication. Including email in the reporting process is essential for understanding the full scope of customer support across multiple channels.

C. Voicemail

Voicemail typically refers to messages left by customers when they are unable to reach an agent directly. While voicemails may be part of a customer’s journey, they are not typically tracked as a primary media type when creating reports. This is because voicemails are often considered part of the voice channel, but they don’t represent a direct live interaction in the same way a live call does. Voicemail metrics might be indirectly captured, but they are not a distinct media type for reporting purposes in many contact centers.

D. Chat

Chat is a growing and increasingly popular form of customer support. Many contact centers now offer live chat on their websites or through messaging platforms to handle customer inquiries. When creating a report, selecting chat as a media type allows you to measure chat-based interactions, analyze response and resolution times, and assess agent performance specific to chat interactions. This provides insights into customer satisfaction and efficiency in non-voice-based communications.

The correct media types for creating reports are A (Voice), B (Email), and D (Chat). These three media types represent the primary communication channels used in modern contact centers for customer service. Voicemail (option C) is more of a subset of the voice channel and does not typically have its own distinct reporting category. Therefore, it is not selected separately when creating reports in most systems.

Question 10

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

Answer: B

Explanation:

When creating a .csv file (Comma-Separated Values), the goal is to store data in a simple, plain-text format where each value is separated by a comma. The .csv file format is widely used for data exchange and is compatible with many data processing tools, including spreadsheet applications and databases. Let's break down the best way to create a .csv file:

B. Create a spreadsheet and export it as a .csv file

The recommended method to create a .csv file is to use a spreadsheet application, such as Microsoft Excel or Google Sheets, and then export the data as a .csv file. This approach allows you to easily organize data in rows and columns, which is the typical structure for a .csv file. After entering your data, you can simply save or export the file in .csv format using the "Save As" or "Export" options in the spreadsheet software. This method ensures that your data is correctly formatted and reduces the risk of errors like improper commas or delimiters.

For example, in Microsoft Excel:

You would enter data in the cells of the spreadsheet.
After entering your data, you can select "File" → "Save As."
Choose the file type CSV (Comma delimited) from the options.
Save the file, and it will be converted to a .csv file that can be opened and edited with text editors or used for data import/export.

Why other options are less effective:

A. Use a text editor, such as Notepad, to create your .csv files: While it is possible to create a .csv file using a text editor (like Notepad), this method is more error-prone. In a text editor, you need to manually ensure that values are properly separated by commas and that there are no extra commas or spaces. While simple data can be entered this way, larger datasets are much easier to manage and organize using a spreadsheet application that is specifically designed for handling tabular data.
C. Use a word processing application, such as Microsoft Word, to create your .csv files: Word processors like Microsoft Word are not designed for handling tabular data, and using them to create a .csv file can introduce formatting issues. Word processors may add hidden formatting characters or spaces that can corrupt the structure of the .csv file, making it incompatible with data processing tools. This is not the best approach for creating a valid .csv file.
D. Use a .csv application to create .csv files: There are few, if any, dedicated .csv applications that would provide any advantages over using a spreadsheet application. Most tools designed for handling .csv files are built into spreadsheet software or data analysis tools. Using a dedicated .csv application is generally unnecessary, as tools like Microsoft Excel, Google Sheets, or similar platforms already provide excellent support for creating and exporting .csv files.

The most efficient and accurate way to create a .csv file is to create a spreadsheet and export it as a .csv file (option B). This method provides better data organization, minimizes errors, and ensures that your .csv files are correctly formatted for use in various applications.