genesys gcp-gc-adm practice test

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 performing After Call Work.

Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration

• A. 3, 5, 4, 2, 1
• B. 3, 5, 1, 4, 2
• C. 3, 5, 1, 2, 4
• D. 3, 4, 5, 2, 1

Policies automate repetitive quality management tasks. What items could be defined as policies?
(Choose three.)

• A. Update the Do Not Call list with records that have the appropriate wrap-up code
• B. Determine how many evaluations per hour to assign to a quality evaluator
• C. Set up a schedule to run a daily report
• D. Automatically assign an evaluation for all calls over 5 minutes
• E. Determine how long to retain recordings and whether to archive or delete them

What are callable time sets?

• A. 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.
• B. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
• C. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
• D. Callable Time Sets are used to define when a campaign starts and stops.

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

Which of the following can be configured on inbound interactions to be used by ACD processing?
(Choose two.)

• A. Languages
• B. Intent of Call
• C. Skills
• D. Agent Availability

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

• A. Scoring
• B. Monitoring
• C. Calibration
• D. Evaluation

What two options are available to create a customized user role?

• A. Copy an existing role then add the necessary permissions to meet your needs
• B. Create a new Role and assign the necessary permissions to that role
• C. Create or modify a workgroup to meet your needs
• D. Create a new Group and assign the necessary permissions to the group

What is a critical

• A. 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.
• B. Critical Questions are Questions that the agent must answer.
• C. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
• D. If answered “No”, critical Questions will result in an evaluation score of zero for the interaction.

If you navigate away from the page without saving the Script, you will not lose any work you have
completed.

• A. True
• B. False