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  5. Genesys Cloud Certified Professional - Contact Center Administration Questions and Answers

GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration Questions and Answers

Questions 4

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

Options:

A.

True

B.

False

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Questions 5

Which definition matches the ACD Evaluation Method Best Available Skills?

Options:

A.

Looks for the first available agent and ignores any skill requirements

B.

Matches the interaction to the first available agent who has all of the requested skills

C.

Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills

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Questions 6

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

Options:

A.

3, 5, 4, 2, 1

B.

3, 5, 1, 4, 2

C.

3, 5, 1, 2, 4

D.

3, 4, 5, 2, 1

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Questions 7

ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?

Options:

A.

Genesys Cloud 1

B.

Genesys Cloud 2

C.

Genesys Cloud 3

D.

Collaborate

E.

Communicate

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Questions 8

The deviation from the forecast versus the real time can be monitored in the best way through

.

Options:

A.

Real time adherence

B.

Historical adherence

C.

Intraday monitoring

D.

View Agent schedule

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Questions 9

The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

Options:

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

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Questions 10

What are callable time sets?

Options:

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.

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Questions 11

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

Options:

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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Questions 12

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.)

Options:

A.

Blank Script

B.

Default Callback Script

C.

Default Inbound Script

D.

Default Outbound Script

E.

Collection Script Template

F.

Sales Script Template

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Questions 13

Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?

Options:

A.

Default Menu choice

B.

Menu options

C.

Add blank audio

D.

Menu prompt

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Questions 14

Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

Options:

A.

Language

B.

Roles

C.

Skills

D.

Queue

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Questions 15

Which ACD routing method routes interaction to the next available agent?

Options:

A.

Bullseye ACD

B.

Standard ACD

C.

Skills based routing

D.

All of the above

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Questions 16

What is the Alerting Timeout with regard to Queue configuration?

Options:

A.

This is how long the interaction will alert before disconnecting

B.

This is how long the agent has to complete after call work

C.

This is how long the interaction will wait to begin alerting the agent

D.

This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding

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Questions 17

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

Options:

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

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Questions 18

Why must you create queues for ACD functionality to work?

Options:

A.

Queues are the waiting lines for the agents who will be assigned interactions through ACD

B.

Queues provide ACD with a means to determine the skill level requirement of an interaction

C.

Queues are the waiting lines for interactions that are routed using ACD

D.

Queues match agents to an appropriate interaction using ACD

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Exam Code: GCP-GC-ADM
Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
Last Update: May 17, 2026
Questions: 60

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