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Genesys Cloud Certified Professional - Contact Center Administration Exam Dumps

GCP-GC-ADM Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Exam Specification: GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration

Exam Name: GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration
Exam Code: GCP-GC-ADM
Exam Duration: 90 minutes
Passing Score: Not specified
Exam Format: Multiple-choice questions

Course Outline:

1. Introduction to Genesys Cloud Contact Center
- Overview of Genesys Cloud platform
- Key features and components of Genesys Cloud contact center
- Understanding contact center administration roles and responsibilities

2. Contact Center Configuration and Setup
- Setting up and configuring Genesys Cloud contact center
- Managing organizations, divisions, and users
- Configuring roles and permissions

3. Contact Routing and Queuing
- Configuring routing strategies and rules
- Defining queues and skills
- Configuring routing policies and priority

4. IVR and Call Flows
- Designing and configuring IVR (Interactive Voice Response) systems
- Creating and managing call flows
- Implementing self-service options and voice prompts

5. Agent Management and Performance
- Managing agent profiles and permissions
- Monitoring agent performance and productivity
- Configuring agent groups and teams

6. Reporting and Analytics
- Generating and interpreting contact center reports
- Analyzing contact center metrics and KPIs
- Using analytics tools for performance optimization

Exam Objectives:

1. Understand the features and components of Genesys Cloud contact center.
2. Configure and set up the contact center environment.
3. Manage organizations, divisions, users, roles, and permissions.
4. Configure contact routing strategies, queues, and skills.
5. Design and configure IVR systems and call flows.
6. Manage agent profiles, permissions, and teams.
7. Monitor agent performance and productivity.
8. Generate and analyze contact center reports and analytics.

Exam Syllabus:

Section 1: Introduction to Genesys Cloud Contact Center (10%)
- Overview of Genesys Cloud platform
- Contact center administration roles and responsibilities

Section 2: Contact Center Configuration and Setup (20%)
- Setting up and configuring Genesys Cloud contact center
- Managing organizations, divisions, and users
- Configuring roles and permissions

Section 3: Contact Routing and Queuing (20%)
- Routing strategies and rules
- Queues and skills configuration
- Routing policies and priority

Section 4: IVR and Call Flows (20%)
- IVR design and configuration
- Call flow creation and management
- Self-service options and voice prompts

Section 5: Agent Management and Performance (15%)
- Agent profiles and permissions
- Agent performance monitoring
- Agent groups and teams configuration

Section 6: Reporting and Analytics (15%)
- Contact center reports generation and interpretation
- Contact center metrics and KPI analysis
- Analytics tools for performance optimization

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GCP-GC-ADM PDF Sample Questions

GCP-GC-ADM Sample Questions

Genesys
GCP-GC-ADM
Genesys Cloud Certified Professional - Contact Center
Administration
https://killexams.com/pass4sure/exam-detail/GCP-GC-ADM
Question: 33
What is a DNC list?
A. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
B. A DNC list is another name for a contact list.
C. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
D. A DNC list is a table containing phone numbers that a campaign should never dial.
Answer: C
Question: 34
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
Answer: B
Question: 35
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
A. Scripts
B. Schedules
C. Campaign Dashboard
D. Campaign Management
Answer: D
Explanation:
Reference: https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
Question: 36
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose
two.)
A. Languages
B. Medians
C. Skills
D. Index Ratings
E. Knowledge levels
Answer: C,E
Question: 37
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
Answer: A,D,E
Explanation:
Reference: https://help.mypurecloud.com/articles/utilization/
Question: 38
Which of the following options are used when scheduling a report? (Choose three.)
A. Time period
B. Custom Date Range
C. Recurrences
D. Time zone
E. Start Time
Answer: A,B,C
Explanation:
Reference: https://help.mypurecloud.com/articles/configure-a-report/
Question: 39
Recording Policies can be configured for what type(s) of contact(s)?
A. Call
B. Chat
C. Email
D. Message
E. All of the above
Answer: A
Question: 40
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
Answer: C
Explanation:
Reference: https://help.mypurecloud.com/articles/set-audio-sequence/
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