Free Access Genesys.GCP-GC-ADM.v2022-07-28.q20 Practice Test (Page 5)

Question 16

What is a DNC list?

A.A DNC list is another name for a contact list.

B.A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.

C.A DNC list is a table containing high-priority numbers that should be dialed using preview mode.

D.A DNC list is a table containing phone numbers that a campaign should never dial.

Question 17

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

A.Admin>Routing>Emergencies

B.Admin>Routing>Disconnect Interactions

C.Admin>Contact Center>ACD Skills

D.Admin>Contact Center>Utilization

Question 18

A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?

A.Skill

B.Time since they last handled an ACD interaction

C.Cost

D.Department

Question 19

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

A.Languages

B.Intent of Call

C.Skills

D.Agent Availability

Question 20

Which definition matches the After Call Work option Mandatory, Time-boxed?

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 set themselves to Available if they complete their After Call Work early.

C.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.

D.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.

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