GCP-GC-ADM問題集、Genesys実際の試験問題

質問 1

Which option provides the ability for an email interaction to be interrupted by voice?

A. Admin>Routing>Emergencies

B. Admin>Routing>Disconnect Interactions

C. Admin>Contact Center>Utilization

D. Admin>Contact Center>ACD Skills

正解: C

質問 2

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. Default Callback Script

B. Collection Script Template

C. Sales Script Template

D. Blank Script

E. Default Inbound Script

F. Default Outbound Script

正解: B,C

質問 3

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

A. Admin>Contact Center

B. Reports

C. Performance>Agents

D. Admin>Quality

正解: D

解説: (PassTest メンバーにのみ表示されます)

質問 4

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 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.

C. 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.

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.

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 5

What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

A. Medians

B. Knowledge levels

C. Index Ratings

D. Skills

E. Languages

正解: B,D

質問 6

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

A. Calibration

B. Monitoring

C. Evaluation

D. Scoring

正解: A

質問 7

Select the types of scheduling available in Genesys Cloud. (Choose two.)

A. Load based Scheduling

B. Automated Scheduling

C. All of the above

D. Manual Scheduling

正解: A,B

Genesys Cloud Certified Professional - Contact Center Administration - GCP-GC-ADM 模擬練習