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

The group is in the wrong Organization

Group chat is only available to administrators

The group is set to members only and they are not members of the group

The group is set to public

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

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

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

Queues match agents to an appropriate interaction using ACD

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.

Progressive

Predictive

Preview

Power

Languages

Intent of Call

Skills

Agent Availability

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 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.