Free Genesys GCP-GC-ADM Practice Exam with Questions & Answers

Languages

Intent of Call

Skills

Agent Availability

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.

Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

Callable Time Sets provide a way to define your own time zones to associate with a campaign.

Callable Time Sets are used to define when a campaign starts and stops.

Skill

Time since they last handled an ACD interaction

Cost

Department

Recording Management

Cloud

Web Service

AWS Cloud

Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

Critical Questions are Questions that the agent must answer.

Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

If answered “No”, critical Questions will result in an evaluation score of zero for the interaction.

Internet Explorer

Firefox

Chrome

Safari

Opera

Avant

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.

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.

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.

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.

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.

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.

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.

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.

Visual Basic Control

Text

Call Flow

Checkbox

Web Page

Image

They are in the DNC list

The call went unanswered

Unable to reach the customer

The telephone number is wrong