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.
Course Objectives
Genesys Cloud Collaborate
Basic overview of the Genesys Cloud Platform and Administration
Overview of Genesys Cloud Collaborate
List the features of Genesys Cloud Contact Center
List the three levels of Contact Center licensing
Configure Automatic Call Distribution to optimize customer service
Describe ACD processing
Explain interaction flow and queue design
Evaluation and routing combination
Configure agent utilization
Configure ACD Skills and Language Skills
Configure wrap-up codes
Configure After Call Work
Activate and deactivate agents on queues
Test ACD call routing
Configure ACD email in Admin settings
Test ACD email routing
Describe ACD Messages
Purpose and capabilities of Genesys Cloud Architect
Features of Genesys Cloud Architect
Describe the options for Inbound
Describe how to create and edit System and User Prompts
Genesys Cloud Data Actions Integration
Describe the function and purpose of the Genesys Cloud data actions Integration
Scripting in a Genesys Cloud contact center
Describe Scripts and basic script functionality
Genesys Cloud Outbound Dialing
Describe the Outbound Dialing modes
Explain the use of Contact Lists
Configure and test an Outbound Power Dialing campaign
Use of Reports and Dynamic Views
List the main types of reports and describe their use
List the main Dynamic Views and describe their use
Configure and run an Interaction Details report
Quality Management in a Genesys Cloud contact center
Quality Policies Overview
Describe how to enable call recording on a Trunk
Create a recording policy
Create and publish an Evaluation form
Quality Evaluator and Quality Administrator dashboards
Workforce Management in a Genesys Cloud contact center
Workforce Management Overview
Working with Schedules
Benefits of scheduling agents
Create a manual schedule
QUESTION 1
A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method.
What agent property is used to determine the next available agent?
A. Skill
B. Time since they last handled an ACD interaction
C. Cost
D. Department
Correct Answer: A
QUESTION 2
Which definition matches the After Call Work option Mandatory, Time-boxed?
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 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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
Correct Answer: B
QUESTION 3
Currently, you manage all agents’ schedules by using a spreadsheet. This shows when each agent is working
when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud
Contact Center feature can you use to replace and automate the spreadsheet schedule?
A. Workforce Management
B. Workflow Process Automation
C. Genesys Cloud Architect
D. Genesys Cloud Reporting
Correct Answer: A
QUESTION 4
Select all the roles that are automatically assigned by default to the user who sets up the organization.
(Choose two.)
A. Employee
B. Master Admin
C. Genesys Cloud User
D. Admin
E. Telephony Admin
Correct Answer: AD
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