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11:12 PM GCA Exam Temp 2 GCA Exam Temp 2 Points: Time: 02:00:32 X Incorrect Points 1. According to the Genesys Cloud Architect training, what is the first thing you should do when building a call flow? Start at the back and work forward. Design the call flow Create prompts. Create a starting menu. Correct Points 2. How should SIP trunking be configured for local deployment of Genesys Cloud? Separate inbound and outbound traffic to different SIP trunks and establish SIP trunks to each of your Edge appliances. SIP trunking should not be used with Genesys Cloud. Combine inbound and outbound traffic on SIP trunks, but connect each trunk to its own Edge appliance. 11:12 PM GCA Exam Temp 2 GCA Exam Temp 2 Points: Time: 02:00:32 X Incorrect Points 1. According to the Genesys Cloud Architect training, what is the first thing you should do when building a call flow? Start at the back and work forward. Design the call flow Create prompts. Create a starting menu. Correct Points 2. How should SIP trunking be configured for local deployment of Genesys Cloud? Separate inbound and outbound traffic to different SIP trunks and establish SIP trunks to each of your Edge appliances. SIP trunking should not be used with Genesys Cloud. Combine inbound and outbound traffic on SIP trunks, but connect each trunk to its own Edge appliance. 11:12 PM GCA Exam Temp 2 Separate inbound and outbound traffic and connect all trunks to one Edge appliance. Correct Points 3. What can you use to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud? Workgroups Rooms Groups Roles Correct Points 4. Which definition best describes Agent Performance View? Used to monitor contact center metrics. Used to view metrics, such as, status, time in status, calls answered, average talk time, and average ACW. Used to view and historical metrics, such as service level abandon tomers waiting, and active agents. Used to view historical data only. Used to view metrics for completed phone calls and chats, such as, the user, remote phone number, and duration. X Incorrect Points 5. In Architect, what category of actions allows you to combine multiple actions into one caller selectable item? 11:12 PM GCA Exam Temp 2 Separate inbound and outbound traffic and connect all trunks to one Edge appliance. Correct Points 3. What can you use to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud? Workgroups Rooms Groups Roles Correct Points 4. Which definition best describes Agent Performance View? Used to monitor contact center metrics. Used to view metrics, such as, status, time in status, calls answered, average talk time, and average ACW. Used to view and historical metrics, such as service level abandon tomers waiting, and active agents. Used to view historical data only. Used to view metrics for completed phone calls and chats, such as, the user, remote phone number, and duration. X Incorrect Points 5. In Architect, what category of actions allows you to combine multiple actions into one caller selectable item? 11:12 PM GCA Exam Temp 2 8. In Architect, what category of actions can direct a caller to another call flow, a user, a number, or ACD? Dial Extension Transfer Task Menu X Incorrect Points 9. If you want all of your Edges in an Edge group to use the same WebRTC phone trunk, where should you configure that? In the Edges configuration Network Interfaces tab, select Use the following trunks under the Phone Trunks section. In the Edges configuration Network Interfaces tab, select Use the following trunks under the External Trunks section. In the Edge Groups configuration Network Interfaces tab, select Inherit from Edge Group under the Phone Trunks section. In the Edge Groups configuration, select the configured WebRTC phone trunk in the Phone Trunks section. Correct Points 10. If you have not created any additional templates, you will have several template options when creating a new script. What are these template options? (Select 4 that apply) Blank Script Default Callback Script 11:12 PM GCA Exam Temp 2 8. In Architect, what category of actions can direct a caller to another call flow, a user, a number, or ACD? Dial Extension Transfer Task Menu X Incorrect Points 9. If you want all of your Edges in an Edge group to use the same WebRTC phone trunk, where should you configure that? In the Edges configuration Network Interfaces tab, select Use the following trunks under the Phone Trunks section. In the Edges configuration Network Interfaces tab, select Use the following trunks under the External Trunks section. In the Edge Groups configuration Network Interfaces tab, select Inherit from Edge Group under the Phone Trunks section. In the Edge Groups configuration, select the configured WebRTC phone trunk in the Phone Trunks section. Correct Points 10. If you have not created any additional templates, you will have several template options when creating a new script. What are these template options? (Select 4 that apply) Blank Script Default Callback Script 11:12 PM GCA Exam Temp 2 Default Inbound Script Default Outbound Script Collection Script Template Sales Script Template Correct Points 11. Genesys recommends that all Edges are deployed In individual sites. On separate LAN segments. In the same physical server. On the same LAN segment. Correct Points 12. What allows you to assign different levels of access to different users? Roles Groups Users Administrators X Incorrect Points 13. Within Architect, the Toolbox contains 11:12 PM GCA Exam Temp 2 Default Inbound Script Default Outbound Script Collection Script Template Sales Script Template Correct Points 11. Genesys recommends that all Edges are deployed In individual sites. On separate LAN segments. In the same physical server. On the same LAN segment. Correct Points 12. What allows you to assign different levels of access to different users? Roles Groups Users Administrators X Incorrect Points 13. Within Architect, the Toolbox contains 11:12 PM GCA Exam Temp 2 16. Which definition matches the After Call Work option Mandatory, no early exit? 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 ately if performing After Call Work. The agent is automatically placed into an After Call Work status and the system will matically 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 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. X Incorrect Points 17. What are the question types available when creating an Evaluation Form? (Select 3 that Apply) Multiple Choice Fill in the blank Range Multiple response Correct Points 18. Which definition matches the ACD Evaluation Method Disregard Skills, Next Agent? 11:12 PM GCA Exam Temp 2 16. Which definition matches the After Call Work option Mandatory, no early exit? 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 ately if performing After Call Work. The agent is automatically placed into an After Call Work status and the system will matically 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 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. X Incorrect Points 17. What are the question types available when creating an Evaluation Form? (Select 3 that Apply) Multiple Choice Fill in the blank Range Multiple response Correct Points 18. Which definition matches the ACD Evaluation Method Disregard Skills, Next Agent? 11:12 PM GCA Exam Temp 2 Looks for the first available agent and ignores any skill requirements. Matches the interaction to the first available agent who has all of the requested skills. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the proficiency rating for each of the requested skills. Correct Points 19. What color of the presence indicator sends all incoming calls to voicemail and prevents anyone from starting a video chat with you when you are online? Red Yellow Green Pink Correct Points 20. What is the Alerting Timeout? This is how long the interaction will alert before timing out and setting the status to Not Responding. This is how long the interaction will alert before disconnecting. This is how long the agent has to complete after call work. This is how long the interaction will wait to begin alerting the agent. 11:12 PM GCA Exam Temp 2 Looks for the first available agent and ignores any skill requirements. Matches the interaction to the first available agent who has all of the requested skills. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the proficiency rating for each of the requested skills. Correct Points 19. What color of the presence indicator sends all incoming calls to voicemail and prevents anyone from starting a video chat with you when you are online? Red Yellow Green Pink Correct Points 20. What is the Alerting Timeout? This is how long the interaction will alert before timing out and setting the status to Not Responding. This is how long the interaction will alert before disconnecting. This is how long the agent has to complete after call work. This is how long the interaction will wait to begin alerting the agent. 11:12 PM GCA Exam Temp 2 Resource Center Google Contact Center User Manual CIC Data Dictionary Correct Points 24. In Architect, what category of actions determines the options and movement within the IVR? Transfer Task Menu Dial Extension X Incorrect Points 25. Which definition matches the After Call Work option Optional? 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 ability appropriately if performing After Call Work. The agent is automatically placed into an After Call Work status and the system will matically 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 automatically placed into an After Call Work status and the system will matically 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. 11:12 PM GCA Exam Temp 2 Resource Center Google Contact Center User Manual CIC Data Dictionary Correct Points 24. In Architect, what category of actions determines the options and movement within the IVR? Transfer Task Menu Dial Extension X Incorrect Points 25. Which definition matches the After Call Work option Optional? 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 ability appropriately if performing After Call Work. The agent is automatically placed into an After Call Work status and the system will matically 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 automatically placed into an After Call Work status and the system will matically 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. 11:12 PM GCA Exam Temp 2 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. Correct Points 26. The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing? 2 4 6 8 Correct Points 27. You must work closely with before completing configurations for external SIP trunks. Genesys The Resource Center Your carrier Your designated contact X Incorrect Points 28. Genesys Cloud ACD assigns interactions to the most appropriate available agent. What are the attributes that can be used to determine the best available agent? (choose 3) 11:12 PM GCA Exam Temp 2 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. Correct Points 26. The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing? 2 4 6 8 Correct Points 27. You must work closely with before completing configurations for external SIP trunks. Genesys The Resource Center Your carrier Your designated contact X Incorrect Points 28. Genesys Cloud ACD assigns interactions to the most appropriate available agent. What are the attributes that can be used to determine the best available agent? (choose 3) 11:12 PM GCA Exam Temp 2 31. What errors prevent a call flow from being published? Anything that shows up on the validate button. Errors indicated in red. Errors indicated in yellow. Errors indicated in red or yellow. Correct Points 32. All of the following are components of the Communicate Architecture Fundamentals hierarchy, EXCEPT Organization Gateway Sites Edge Group Edge X Incorrect Points 33. What are the two categories of rules that can be defined for rule sets in outbound campaigns? (Select 2 that apply) 11:12 PM GCA Exam Temp 2 31. What errors prevent a call flow from being published? Anything that shows up on the validate button. Errors indicated in red. Errors indicated in yellow. Errors indicated in red or yellow. Correct Points 32. All of the following are components of the Communicate Architecture Fundamentals hierarchy, EXCEPT Organization Gateway Sites Edge Group Edge X Incorrect Points 33. What are the two categories of rules that can be defined for rule sets in outbound campaigns? (Select 2 that apply) 11:12 PM GCA Exam Temp 2 Correct Points 34. You want everyone to be able to create groups as needed. Currently, everyone belongs to the default role Employee which does not have permission to create groups. What is the best method to ensure that everyone can create groups? Grant the permission to create groups for each location. Create a new group with the permission to create groups and add everyone to that group. Create a new role with the permission to create groups and add everyone to that role. Add the permission to create groups to the Employee role. Correct Points 35. What is the threshold for packet loss in a VolP environment? Correct Points 36. What would you select from the menu to create a new campaign? 11:12 PM GCA Exam Temp 2 Correct Points 34. You want everyone to be able to create groups as needed. Currently, everyone belongs to the default role Employee which does not have permission to create groups. What is the best method to ensure that everyone can create groups? Grant the permission to create groups for each location. Create a new group with the permission to create groups and add everyone to that group. Create a new role with the permission to create groups and add everyone to that role. Add the permission to create groups to the Employee role. Correct Points 35. What is the threshold for packet loss in a VolP environment? Correct Points 36. What would you select from the menu to create a new campaign? 11:12 PM GCA Exam Temp 2 Packet loss is the blockage of packets at a bottleneck in the network, causing packets to be delayed. Correct Points 39. Which description matches the Architect view named Flows: Inbound Call? This is where you manage and edit call flows for people who call your organization. This determines the caller experience while they are waiting for their call to be answered. This is where you create call flows for calls that have been initiated an agent or the system. X Incorrect Points 40. How do you add the default Call Flow to an existing call flow? Assign it under Call Flow. Do nothing. It is automatically used. Select it from within the Transfer to ACD action. Assign it in the Queues property. X Incorrect Points 41. What is the recommendation concerning Encryption Keys? Use scheduled key rotation with a short interval. You should schedule the encryption key to be changed on an annual basis. Create a strong encryption key. If your encryption key is strong enough, you never have to change it. 11:12 PM GCA Exam Temp 2 Packet loss is the blockage of packets at a bottleneck in the network, causing packets to be delayed. Correct Points 39. Which description matches the Architect view named Flows: Inbound Call? This is where you manage and edit call flows for people who call your organization. This determines the caller experience while they are waiting for their call to be answered. This is where you create call flows for calls that have been initiated an agent or the system. X Incorrect Points 40. How do you add the default Call Flow to an existing call flow? Assign it under Call Flow. Do nothing. It is automatically used. Select it from within the Transfer to ACD action. Assign it in the Queues property. X Incorrect Points 41. What is the recommendation concerning Encryption Keys? Use scheduled key rotation with a short interval. You should schedule the encryption key to be changed on an annual basis. Create a strong encryption key. If your encryption key is strong enough, you never have to change it. 11:12 PM GCA Exam Temp 2 Manually change the encryption key every day. Correct Points 42. What is a DNC list? A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode. A DNC list is another name for a contact list. A DNC list is a table containing phone numbers that a campaign should never dial. A DNC list is a table containing numbers that should be dialed using preview mode. Correct Points 43. Where should you go first when you have a question regarding your Genesys Cloud suite? Resource Center Tier 2 support Support ticket portal Your manager X Incorrect Points 44. You have been using a call flow for a period of time and now want to add in a language menu that callers hear directly after the welcome message. This new option will allow the caller to select English or Spanish language. Currently, your menu only uses English prompts. 11:12 PM GCA Exam Temp 2 Manually change the encryption key every day. Correct Points 42. What is a DNC list? A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode. A DNC list is another name for a contact list. A DNC list is a table containing phone numbers that a campaign should never dial. A DNC list is a table containing numbers that should be dialed using preview mode. Correct Points 43. Where should you go first when you have a question regarding your Genesys Cloud suite? Resource Center Tier 2 support Support ticket portal Your manager X Incorrect Points 44. You have been using a call flow for a period of time and now want to add in a language menu that callers hear directly after the welcome message. This new option will allow the caller to select English or Spanish language. Currently, your menu only uses English prompts. 11:12 PM GCA Exam Temp 2 Toast IVR prompts X Incorrect Points 47. When creating a call flow, where can you see any errors that may exist? On the Validate button. On the Errors button. Within the call flow. On the Publish button. X Incorrect Points 48. Which definition matches the After Call Work option Mandatory, 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 ately 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 automatically placed into an After Call Work status and the system will matically 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. 11:12 PM GCA Exam Temp 2 Toast IVR prompts X Incorrect Points 47. When creating a call flow, where can you see any errors that may exist? On the Validate button. On the Errors button. Within the call flow. On the Publish button. X Incorrect Points 48. Which definition matches the After Call Work option Mandatory, 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 ately 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 automatically placed into an After Call Work status and the system will matically 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. 11:12 PM GCA Exam Temp 2 X Incorrect Points 49. What type of trunk would you configure to connect to AudioCodes phones? WebRTC phone trunk SIP phone trunk External trunk Network interface trunk X Incorrect Points 50. What are the two default roles for Quality Management that are enabled with the Genesys Cloud Contact Center license? (Select 2 that Apply) Quality Administrator Quality Recorder Quality Evaluator Supervisor Recording Administrator X Incorrect Points 51. In Architect, you want to give the caller 5 seconds between key presses once they have started entering an extension. Where would you configure this behavior? In Actions, set the Dial Extension No Entry Timeout to 5 seconds. 11:12 PM GCA Exam Temp 2 X Incorrect Points 49. What type of trunk would you configure to connect to AudioCodes phones? WebRTC phone trunk SIP phone trunk External trunk Network interface trunk X Incorrect Points 50. What are the two default roles for Quality Management that are enabled with the Genesys Cloud Contact Center license? (Select 2 that Apply) Quality Administrator Quality Recorder Quality Evaluator Supervisor Recording Administrator X Incorrect Points 51. In Architect, you want to give the caller 5 seconds between key presses once they have started entering an extension. Where would you configure this behavior? In Actions, set the Dial Extension No Entry Timeout to 5 seconds.
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Course: BS Computer Science (BSCS)
University: University of Perpetual Help System DALTA
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