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GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Genesys GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 60 questions

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

Where are Genesys Cloud call recordings stored?

A.

Recording Management

B.

Cloud

C.

Web Service

D.

AWS Cloud

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

Several people have complained that they try to join a group chat and they can’t find the group in a search. What is the most likely reason?

A.

The group is in the wrong Organization

B.

Group chat is only available to administrators

C.

The group is set to members only and they are not members of the group

D.

The group is set to public

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

A.

Account Codes

B.

Wrap-up Codes

C.

Resolution Codes

D.

Status

Call Recording is enabled in.

A.

Admin > Telephony

B.

Admin > Quality

C.

Admin > Contact Center

A system that routes interactions based on an algorithm which determines the best available agent for an interaction

A.

Architect

B.

Automatic Call Distribution

C.

Call Routing

D.

Scheduling

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.

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

Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

A.

Skills

B.

Additional attribute ratings

C.

Language

D.

Time since the agent became available

E.

Staffing requirements

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.

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.

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 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.

What would you select from the Performance menu to view real-time statistics for all active campaigns?

A.

Scripts

B.

Campaign Management

C.

Outbound Campaigns

D.

Schedules

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

Which of the Performance views shows real-time data with historical metrics to give you both short term and

long-term views?

A.

Reports

B.

Dashboards

C.

Dynamic Views

D.

All of the above

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 is the purpose of the Wrap-up code mappings?

A.

The mappings allow you to associate some behavior with the wrap-up code, such as callback time

B.

The mappings allow you to associate wrap-up codes to specific campaigns

C.

The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction

D.

The mappings allow you to associate wrap-up codes to specific queues

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

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Total 60 questions
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