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Genesys Cloud Certified Professional – Contact Center Administration
The Genesys Cloud Certified Professional – Contact Center Admin exam introduces the fundamental concepts and major components associated with the Contact Center feature set of the Genesys Cloud platform.This exam provides an overview of the Genesys Cloud interface and presents scenarios to facilitate your understanding of the administration of a contact center. You will also gain familiarity with daily contact center monitoring and administration tasks.
Note: The Genesys Cloud Certified Professional (GCP-GC) certification is obtained by completing the following three exams (Contact Center Administration, Implementation, and Reporting & Analytics). The prerequisite for GCP-GC is the Genesys Cloud Certified Associate (GCA-GC) certification.
Target Audience
The Genesys Cloud Certified Professional – Contact Center Admin exam is intended for system administrators, contact center managers, project managers, and supervisors to help them monitor and administer the contact center. The exam is also useful for anyone else who needs to learn the basic functionality of Genesys Cloud Contact Center.
Exam Information
Number of Questions: 50 questions
Exam Duration: 120 minutes
Passing Score: 65%
Exam Language: English
Type of Exam: Multiple Choice, Multiple Select, True/ False, and Matching Questions
Exam Mode: proctored
Exam Objectives
Basic overview of the Genesys Cloud Platform and Administration
Configure Automatic Call Distribution to optimize customer service
Supervisor Tools
Roles, Permissions, and Divisions
Purpose and capabilities of Genesys Cloud Architect
Scripting in a contact center
Genesys Cloud Outbound Dialing
Quality Management in a Genesys Cloud contact center
Workforce Management in a Genesys Cloud contact center
Share Genesys Cloud Certified Professional – Contact Center Administration GCP-GC-ADM Sample Questions
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
Answer : A, C, D
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
Answer : A
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
Answer : C
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
A.Language
B.Roles
C.Skills
D.Queue
Answer : A, C
Which of the following components can be added to scripts? (Choose all that applies.)
A.Visual Basic Control
B.Text
C.Call Flow
D.Checkbox
E.Web Page
F.Image
Answer : B, D, E, F
Which ACD routing method routes interaction to the next available agent?
A.Bullseye ACD
B.Standard ACD
C.Skills based routing
D.All of the above
Answer : B
