Genesys  GCP-GC-ADM Exam Dumps & Practice Test Questions

Question 1:

In a queue configured for Standard ACD routing with the evaluation method set to "Disregard skills, next agent," which agent attribute is primarily used to select the next agent?

A. Skill
B. Time since they last handled an ACD interaction
C. Cost
D. Department

Answer: B

Explanation:

In an Automatic Call Distribution (ACD) environment, agent selection depends on the routing strategy and the evaluation method configured for the queue. The scenario described uses Standard ACD routing and sets the evaluation method to “Disregard skills, next agent.”

When skills are disregarded, it means the system ignores any matching between the interaction’s required skill tags and those assigned to the agents. In other words, skill matching is removed from the decision criteria for routing. Therefore, the system must rely on an alternate metric to select the next agent to handle the interaction.

The evaluation method “next agent” typically prioritizes fairness and workload balance across the team. The most common and practical way to do this is by using the time since the agent last handled an ACD interaction. This ensures a round-robin or longest-idle logic, where the system routes the next interaction to the agent who has been waiting the longest since their last handled contact. This method supports equal distribution of work, avoids agent burnout, and maintains engagement.

Let’s assess the incorrect options:

• A (Skill): Skills are explicitly disregarded in this configuration, so they play no role in the routing decision.

• C (Cost): Some routing methods might consider agent costs in complex contact center scenarios, but this is not used in the "next agent" evaluation method.

• D (Department): Department can be used for filtering agent pools, but it’s not a routing criterion in this case.
  
  

Thus, the evaluation is entirely based on which agent has been idle the longest, making B (Time since they last handled an ACD interaction) the correct answer. This method ensures efficient use of resources while maintaining fairness.

Question 2:

What accurately describes the "Mandatory, Time-boxed" configuration for After Call Work (ACW) in a contact center system?

A. Agent may choose to perform ACW and must manually change their status to Available.
B. Agent is placed in ACW, can become Available early, or will auto-Available after timeout.
C. Agent is placed in ACW, and system auto-sets them to Available after timeout. Agent cannot set themselves to Available early.
D. Agent must perform ACW and manually change their status back to Available.

Answer: C

Explanation:

After Call Work (ACW) is a critical part of a contact center workflow. It provides agents with a specific time after a customer interaction to complete necessary follow-up tasks such as logging call notes, updating records, or sending emails.

The “Mandatory, Time-boxed” setting for ACW defines two important behaviors:

1. Mandatory – This means ACW is not optional. Once an interaction ends, the agent is automatically placed into ACW mode and is expected to complete the post-call tasks.

2. Time-boxed – This introduces a predefined time limit for how long the agent remains in ACW. When this limit is reached, the system will automatically transition the agent to an Available state, even if they are still working on the task.

What distinguishes “Mandatory, Time-boxed” from other ACW options is that the agent cannot manually change their status to Available before the timeout expires. This ensures agents have a minimum protected time for ACW and cannot cut the process short—even if they finish early. This model prevents premature readiness for new interactions and ensures consistency in agent behavior.

Let’s examine the other options:

• A: This describes an optional ACW model, where agents choose whether to enter ACW and must set their status manually. It does not match “Mandatory, Time-boxed.”

• B: This describes a Flexible Time-boxed model where agents can exit ACW early, which is not allowed in the Mandatory version.

• D: This refers to Manual ACW, where the agent has full control over when to return to Available. Again, this does not match “Mandatory, Time-boxed.”

Therefore, C correctly captures the mandatory nature of the ACW and the system-enforced timeout, with no manual override by the agent. It ensures consistency and efficiency in the post-call process.

Question 3:

You are currently using a spreadsheet to manage when contact center agents are working, taking breaks, or attending meetings. You want a more efficient and automated approach to schedule your agents. 

Which Genesys Cloud feature should you use to replace the spreadsheet-based scheduling system?

A. Workforce Management
B. Workflow Process Automation
C. Genesys Cloud Architect
D. Genesys Cloud Reporting

Answer: A

Explanation:

In modern contact center operations, agent scheduling is a critical function. Relying on manual tools like spreadsheets for tracking agent availability, shifts, breaks, and meetings can be inefficient, error-prone, and difficult to maintain, especially as your team scales. Genesys Cloud offers a powerful solution through its Workforce Management (WFM) feature that automates this process, increasing accuracy and saving administrative time.

Workforce Management is specifically designed for the planning and optimization of agent schedules. It enables contact centers to forecast demand based on historical data and automatically generate optimized schedules to ensure the right number of agents are available at the right times. WFM takes into account variables like agent availability, skill sets, break policies, shift patterns, and service level targets. It also allows agents to view their schedules, request time off, or swap shifts—all from within the platform—streamlining operations for both management and staff.

Now, let’s consider the incorrect options:

• B. Workflow Process Automation is used in Genesys Cloud to automate backend business workflows, such as routing approvals, alerts, or integrating with external systems. However, it does not manage or optimize agent schedules, making it unsuitable for replacing a spreadsheet-based scheduling system.

• C. Genesys Cloud Architect is a flow design tool used to create and manage interaction flows such as IVRs (Interactive Voice Response), chat bots, or routing logic. While Architect plays a central role in designing customer interaction logic, it does not handle agent workforce planning.

• D. Genesys Cloud Reporting provides performance and interaction metrics through dashboards and historical reports. While helpful for performance analysis, it does not include scheduling or resource planning capabilities.

In summary, if you're seeking to transition from a manual spreadsheet to a scalable and automated scheduling system, Workforce Management (WFM) is the correct and most effective choice. It not only replaces the spreadsheet but also adds robust forecasting, real-time adherence tracking, and agent empowerment tools. Therefore, the best answer is A.

Question 4:

When a user creates a new organization in Genesys Cloud, which two roles are assigned to them by default? (Select two.)

A. Employee
B. Master Admin
C. Genesys Cloud User
D. Admin
E. Telephony Admin

Answer: B, C

Explanation:

When an individual sets up a new Genesys Cloud organization, the platform automatically assigns them essential roles to ensure they can effectively manage and access all system capabilities from the start. These default roles are designed to provide a blend of administrative control and user access.

First, the user is granted the Master Admin role (B). This role provides the highest level of administrative privileges in Genesys Cloud. It includes permissions to configure organizational settings, manage users, assign roles, and set up services such as routing, workforce management, and telephony. The Master Admin role is fundamental to system setup and governance.

Second, the user is also assigned the Genesys Cloud User role (C). This role ensures that the person can log into the platform and interact with the core features. It includes access to the user interface, ability to place and receive calls, and use collaboration tools. Without this role, even the organization creator wouldn’t be able to use Genesys Cloud as a standard user.

Let’s examine the other roles:

• A. Employee is not a default role. It can be manually assigned and typically includes permissions specific to non-administrative users, often customized to reflect organizational policies.

• D. Admin may sound similar to Master Admin, but it is a different role with a narrower set of administrative capabilities and is not automatically granted during organization setup.

• E. Telephony Admin includes permissions specific to managing telephony systems like trunks, sites, and phones. It is useful in larger or more complex implementations but is not one of the initial roles granted by default.

In conclusion, when a Genesys Cloud organization is created, the setup user receives Master Admin and Genesys Cloud User roles by default, enabling full administrative capabilities along with access to core user functionalities. The correct answers are B and C.

Question 5:

When starting a new script without having created custom templates, which two default script templates are available in Genesys Cloud? (Select two.)

A Blank Script
B Default Callback Script
C Default Inbound Script
D Default Outbound Script
E Collection Script Template
F Sales Script Template

Answer: C, D

Explanation:

In Genesys Cloud, when you initiate the creation of a new script without having introduced any personalized templates, the platform provides a few built-in script templates to streamline the development process. These templates are designed to address standard interaction scenarios and save time for administrators or developers configuring contact center scripts. Among these options, two key default templates stand out: the Default Inbound Script and the Default Outbound Script.

The Default Inbound Script template is tailored for managing incoming communications, such as customer support or inquiry calls. This script type generally includes elements that prompt the agent to collect caller information, verify identity, provide service options, and route the interaction appropriately. It helps structure the flow of an inbound conversation, ensuring consistency and customer satisfaction.

On the other hand, the Default Outbound Script is crafted for outbound communication scenarios, where agents are proactively reaching out to customers. This template is especially useful for sales calls, appointment reminders, or follow-up service calls. It typically includes fields for introducing the agent, confirming contact details, delivering a scripted pitch or message, and documenting outcomes.

These two templates—Default Inbound and Default Outbound—are offered automatically and are considered foundational within the Genesys Cloud environment. They serve as a great starting point, especially for organizations just beginning to configure scripting or for those who need to quickly deploy functional scripts.

Other listed options, such as Blank Script, Default Callback Script, Sales Script Template, and Collection Script Template, are either not included by default or are specific to certain use cases and may require prior creation or customization. For example, the Blank Script option allows for building a script entirely from scratch without guidance, which is less efficient for new users. Similarly, Sales and Collection templates are typically part of customized script libraries built for specialized operations.

Thus, among the options given, only C (Default Inbound Script) and D (Default Outbound Script) are provided as default templates without additional configuration.

Question 6:

What does it usually indicate when a campaign does not attempt to call certain telephone numbers?

A They are in the DNC list
B The call went unanswered
C Unable to reach the customer
D The telephone number is wrong

Answer: A

Explanation:

In outbound dialing campaigns, particularly those run through systems like Genesys Cloud or similar platforms, there are strict rules and logic governing which phone numbers are dialed. One of the most significant reasons a system will intentionally skip dialing certain numbers is due to compliance with Do Not Call (DNC) regulations.

The DNC list is a registry of phone numbers belonging to individuals who have opted out of receiving marketing or promotional calls. This could be part of national registries, such as the U.S. Federal Trade Commission’s (FTC) National Do Not Call Registry, or internal lists maintained by companies based on customer requests. Outbound calling systems are designed to automatically exclude these numbers from dialing to ensure that campaigns remain compliant with legal standards and avoid potential penalties.

Now, let’s assess the other options:

• B. The call went unanswered: If a call goes unanswered, the system still considers it a completed attempt. Such a result is logged, and the number may be retried depending on campaign configuration. However, this does not explain why a number would be excluded entirely from the dialing process.

• C. Unable to reach the customer: While this may describe the outcome of a failed call due to issues like network problems or the recipient not answering, it still suggests that the number was dialed. It does not account for a scenario in which a number is preemptively skipped.

• D. The telephone number is wrong: Invalid or improperly formatted numbers may eventually be flagged or removed by the system, but usually not before an initial attempt is made. Most dialers will first try to place the call and then log the result if the number turns out to be invalid. Therefore, this is also not a reason for the system to avoid dialing the number altogether.

The only scenario where a campaign outright refuses to dial certain numbers from the start is when those numbers are present in a DNC list. In such cases, the dialing logic automatically filters out those entries, ensuring regulatory compliance and avoiding customer dissatisfaction.

Hence, the correct answer is A.

Question 7:

Which three of the following features are associated with Genesys Cloud Architect’s core functionality? (Choose three.)

A. Play pre-recorded messages
B. Convert text to speech
C. Configure queues
D. Configure skills
E. Receive and route calls

Answer: A, C, D

Explanation:

Genesys Cloud Architect is a design interface within the broader Genesys Cloud platform used to create call flows and manage interaction routing logic. It plays a vital role in the configuration and orchestration of communication flows rather than the actual handling or processing of calls. Understanding its capabilities involves distinguishing what aspects it directly manages versus those handled by the larger platform or supporting services.

A. Play pre-recorded messages
One of Architect’s primary functions is to incorporate pre-recorded messages into interaction flows. These messages might serve as greetings, prompts, or instructions played to customers during various interaction stages. This is especially common in IVR (Interactive Voice Response) systems, where customers interact with automated menus before being routed to a live agent or completing a self-service task. The ability to insert pre-recorded audio into flows enhances user experience and allows consistent communication delivery.

B. Convert text to speech
Although text-to-speech (TTS) functionality can be used within Architect flows, the conversion itself is handled through integrated services, not by Architect independently. TTS relies on external engines (like AWS Polly or Google TTS) that are linked to Genesys Cloud. Architect can invoke these services but doesn’t natively process the speech synthesis—hence, this option doesn’t directly qualify as a core Architect feature.

C. Configure queues
Queue configuration is another central capability of Genesys Cloud Architect. Architect allows you to define how interactions are routed into queues based on conditions such as agent availability, priority, or skillsets. These queues play a critical role in managing workloads across agents and ensuring calls or messages are appropriately directed within the contact center environment.

D. Configure skills
Architect supports skill-based routing, which involves tagging both agents and interactions with specific skills (e.g., language proficiency, product knowledge). Within the Architect tool, you can define logic that routes customers to agents matching certain skill requirements. This helps ensure customers are served by the most qualified agents, improving first-contact resolution and customer satisfaction.

E. Receive and route calls
The ability to receive calls is a function of the Genesys Cloud platform, not the Architect tool itself. Architect dictates how calls are routed but does not handle the initial reception or physical routing of interactions—it defines the logic that the system follows after the call enters the platform.

In conclusion, A, C, and D represent tasks that Genesys Cloud Architect directly enables, making them the correct answers.

Question 8:

Which metric provides the most accurate, real-time view of how agent activity aligns with forecasted schedules in a contact center?

A. Real time adherence
B. Historical adherence
C. Intraday monitoring
D. View Agent schedule

Answer: A

Explanation:

In modern contact centers, staying aligned with workforce forecasts is essential for maintaining operational efficiency and customer satisfaction. One of the most effective tools for evaluating whether actual agent performance aligns with planned expectations is real-time adherence (RTA).

Real-time adherence monitors, in the moment, whether agents are engaged in their scheduled activities. It compares each agent’s actual current state—such as being on a call, on break, or available—with their scheduled state. Managers use this view to determine if agents are following their planned schedules and whether staffing levels align with real-time demand.

Let’s examine each option:

A. Real time adherence is the correct choice because it provides live updates on how agents are performing against their schedules. This immediate visibility allows supervisors to identify and respond to deviations quickly, such as when too many agents are idle during peak hours or if breaks are being taken outside of scheduled times. This helps in correcting issues before they impact service levels or customer wait times.

B. Historical adherence looks at past adherence data and is helpful for performance reviews or trend analysis, but it doesn’t support real-time decision-making. It cannot alert managers to current schedule deviations, which is critical for timely interventions.

C. Intraday monitoring offers broader insights into contact center performance throughout the day, including queue lengths, service levels, and call volumes. While useful, it lacks the granularity to evaluate individual agents' adherence to their schedules. It’s more of a macro-level tool than a real-time behavioral monitor.

D. View Agent schedule provides access to what an agent’s schedule is, but it does not offer insight into whether the agent is actually following that schedule in real time. It’s a static reference, not a dynamic tracking feature.

Ultimately, real-time adherence (RTA) offers the most proactive and responsive mechanism for aligning agent activities with workforce forecasts. By identifying scheduling inconsistencies as they occur, contact center managers can make on-the-fly decisions to reallocate resources, adjust workflows, or re-engage idle agents—ensuring that the organization remains nimble and customer-focused. Therefore, A is the correct answer.

Question 9:

Which three of the following media types are typically available for selection when generating contact center reports?

A. Voice
B. Email
C. Voicemail
D. Chat

Correct answer: A, B, D

Explanation:

In modern contact centers, reporting tools are used to analyze customer interactions across various communication channels. These interactions, often referred to as media types, reflect how customers choose to engage with support teams. Understanding which media types are commonly tracked is key to creating effective performance and operational reports.

A. Voice is a foundational communication channel in contact centers and represents real-time, spoken interactions between customers and agents. Voice reporting includes metrics such as average handle time, call volume, wait times, and abandonment rates. Because of its high frequency and direct impact on customer satisfaction, voice is almost always a standard media type for reporting purposes.

B. Email is another prominent communication medium, especially for non-urgent inquiries or longer, more detailed requests. In contact center reports, email metrics may include average response time, resolution time, number of tickets handled per agent, and service levels. Email is essential for assessing the effectiveness and efficiency of asynchronous support.

D. Chat has rapidly grown in popularity due to its real-time capabilities and convenience for users. Live chat services offered on websites or through messaging apps allow customers to communicate quickly with support agents. Reporting on chat sessions helps contact centers monitor response times, session duration, concurrent handling capability, and customer satisfaction, making it a core media type in multichannel or omnichannel environments.

C. Voicemail, on the other hand, is not commonly tracked as a standalone media type in most contact center reporting tools. While voicemails are part of the voice ecosystem, they typically do not generate the same volume of data points or real-time interaction metrics. Instead, voicemail activity may be aggregated under voice or stored for manual retrieval. Because of this, voicemail is not usually presented as a separate, selectable media type when configuring reports.

In summary, the most commonly supported and reported media types in contact centers are Voice, Email, and Chat. These channels generate a high volume of measurable interactions and offer meaningful insights into agent performance and customer experience. Therefore, the correct options are A, B, and D.

Question 10:

What is the preferred method for creating a properly formatted .csv (Comma-Separated Values) file?

A. Use a text editor like Notepad
B. Use a spreadsheet and export it as a .csv file
C. Use a word processor like Microsoft Word
D. Use a specialized .csv application

Correct answer: B

Explanation:

A .csv file (Comma-Separated Values) is a simple, plain-text format used for storing tabular data, where each line represents a row and each field (or cell) is separated by a comma. It is widely supported by databases, data analytics tools, and spreadsheet programs, making it a go-to format for data import/export.

The recommended way to create a .csv file is by using a spreadsheet program, such as Microsoft Excel, Google Sheets, or LibreOffice Calc, and then exporting the file as a .csv. Here’s why this method is ideal:

• User-friendly interface: Spreadsheet applications allow users to input data into clearly organized rows and columns, which directly aligns with the structure of .csv files.

• Automatic formatting: When you export as a .csv, the program handles all formatting—including comma placement, line breaks, and escaping special characters—ensuring the file remains compliant with .csv standards.

• Error prevention: Spreadsheet tools provide a visual layout and built-in data validation that reduce the chances of human error, such as misaligned commas or inconsistent row lengths.

To create a .csv file in Microsoft Excel, for example:

1. Enter your data in the worksheet.

2. Go to File > Save As.

3. Choose the file format CSV (Comma delimited) (*.csv).

4. Save the file, which now contains comma-separated text.

Now, examining why the other choices are less ideal:

A. Text editors like Notepad allow manual .csv creation but require users to input commas accurately and avoid mistakes such as extra delimiters or uneven row lengths. While valid, this method is tedious and prone to error.

C. Word processors such as Microsoft Word are unsuitable because they add hidden formatting and symbols. These can corrupt the data structure and make the file unreadable by tools expecting plain .csv format.

D. Dedicated .csv applications are not typically required, and few exist specifically for this task. Most users already have access to spreadsheet software, which serves the same purpose more efficiently.

In conclusion, the best practice for creating .csv files is to use a spreadsheet application and export the file in .csv format. This method ensures data integrity, minimizes formatting errors, and produces files compatible with most systems. Thus, the correct answer is B.