Online Access Free GCP-GC-ADM Practice Test

Which ACD routing method routes interaction to the next available agent?

• A.Bullseye ACD
• B.Standard ACD
• C.All of the above
• D.Skills based routing

Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

• A.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.
• B.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.
• C.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.
• D.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.

Which definition matches the After Call Work option Optional?

• A.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.
• B.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.
• C.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.
• D.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.

What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

• A.The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
• B.The ability to receive and route specific tweets to agents so that they can respond to those tweets
• C.The ability for customers to access their accounts via social media channels
• D.The ability to create and manage a Facebook page

How many types of flows are supported by Architect?

• A.7
• B.5
• C.8
• D.6