Genesys
GCP-GC-ADM
Q1:
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.
Genesys
GCP-GC-ADM
Q2:
How many types of flows are supported by Architect?
○
A
5○
B
6○
C
7○
D
8
Genesys
GCP-GC-ADM
Q3:
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
○
A
The ability to receive and route specific tweets to agents so that they can respond to those tweets○
B
The ability to create and manage a Facebook page○
C
The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets○
D
The ability for customers to access their accounts via social media channels
Genesys
GCP-GC-ADM
Q4:
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
Genesys
GCP-GC-ADM
Q5:
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