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GCP-GC-ADM Questions and Answers

Question # 6

Which option provides the ability for an email interaction to be interrupted by voice?

A.

Admin>Contact Center>Utilization

B.

Admin>Contact Center>ACD Skills

C.

Admin>Routing>Emergencies

D.

Admin>Routing>Disconnect Interactions

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Question # 7

What is the Alerting Timeout with regard to Queue configuration?

A.

This is how long the interaction will alert before disconnecting

B.

This is how long the agent has to complete after call work

C.

This is how long the interaction will wait to begin alerting the agent

D.

This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding

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Question # 8

Call Recording is enabled in.

A.

Admin > Telephony

B.

Admin > Quality

C.

Admin > Contact Center

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Question # 9

What is a fatal question in an Evaluation Form?

A.

Fatal Questions have a heavier weight than non-fatal Questions

B.

Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero

C.

Fatal Questions are also critical Questions. If scored “No” the agent will be terminated

D.

Fatal Questions are the same as critical Questions

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